Manager Customer Experience - Builder

Mohawk Industries•Dallas, TX

1d•Onsite

About The Position

The Manager Customer Experience - Builder is a first-level manager who oversees the day-to-day activities of a customer experience team. The role leads customer service professionals, develops customer-centric initiatives, and drives continuous improvement to provide premier service and delivery in support of company goals related to customer focus, simplification, and reinvestment in people. This is a direct-hire, in-office role requiring employees to report to 7834 CF Hawn Freeway, Dallas, Texas 75217, five days per week. Relocation assistance and current or future sponsorship are not provided. Candidates are expected to relocate at their own expense within three weeks of offer acceptance. The position is not open to contractor or agency employment. The employee will have direct reports.

Requirements

Bachelor’s degree in a related field, or equivalent education and/or experience.
6–8 years of relevant experience, or equivalent education and/or experience.
1–3 years of management experience.
Previous customer service experience.
Specialized depth and/or breadth of expertise in the job discipline or field.
Focus on and responsibility for the team's productivity and collective impact.
Excellent communication, problem-solving, and organizational skills.
Ability to multitask, prioritize, delegate, and manage time effectively.
High integrity and discretion when handling sensitive and confidential data.
Proficiency with Microsoft Office Suite products.
Flexible, adaptable to change, and able to work as a team player and handle multiple projects at once.
Professionalism, judgment, maturity, and resourcefulness when formalized guidelines and procedures are absent.
Ability to work in the office five days per week at 7834 CF Hawn Freeway, Dallas, Texas 75217.
Ability to relocate at own expense within three weeks of offer acceptance; the employer does not provide relocation assistance.
Must not require current or future sponsorship assistance.

Nice To Haves

Active military, transitioning service members, and veterans are strongly encouraged to apply.

Responsibilities

Review and interpret performance against customer service standards, communicate results to subordinates, and approve changes in plans.
Present reports on team performance and related matters, and participate in key management activities and committees.
Participate in designing and implementing improved processes and operational policies for service departments in collaboration with related teams and core process leads.
Partner cross-functionally to resolve service-related issues and develop value-added processes for service departments.
Identify deficiencies, develop solutions, and implement action steps to resolve problems and ensure customer satisfaction.
Provide input on team resources and costs to support department operations within established budget, productivity, and efficiency standards.
Serve as the service leader and customer advocate for Mohawk Industries Customer Service.
Provide staffing, financial, statistical, and productivity information and insight for management reporting and KPIs.
Perform other duties as needed.
Manage direct reports.