Manager III Project Services

Andersen Corporation • Oak Park Heights, MN

12d

About The Position

POSITION SUMMARY: The Customer Experience (CX) Manager provides transformational leadership for the Project Services team, with a strong focus on optimizing the end‑to‑end customer journey. This role is accountable for the delivery and performance of Pro Quote operations, Take‑Off Services, CAD, Display Quote & Order, and enterprise support as needed. The CX Manager is responsible for accuracy, operational excellence, and efficiency, driving repeatable, reliable, and high‑quality outcomes through well‑designed processes that directly impact the customer experience. This role ensures consistent execution while continuously improving ease of doing business for customers and internal partners. As a member of the CX Leadership Team, the CX Manager helps shape and advance the digital and operational CX strategy, enabling seamless, responsive, and customer‑centric solutions aligned to evolving customer needs. The role drives enterprise‑level change by aligning cross‑functional partners across the customer lifecycle, strengthening process rigor, and embedding performance measures that improve consistency, reduce friction, and elevate service quality. Leveraging strong organizational awareness, influence, and data‑driven decision making, the CX Manager guides leaders, informs strategy, and executes scalable CX initiatives that build customer trust, improve satisfaction, and enhance overall business performance.

Requirements

• Four year degree in Business or related discipline and 10 years of business experience, with 8 or more years in a supervisory or management capacity; or an equivalent combination of education and experience.
• Outstanding collaborator with the proven success building partnerships with leaders across the Enterprise.
• Proven ability to establish business opportunities, develop strategic plans and facilitate issue resolution.
• Outstanding business and financial acumen as proven success in effective budgeting, forecasting and talent acquisition and management.

Nice To Haves

• Excellent verbal and written communication skills
• Excellent conflict management, negotiating and influencing skills.

Responsibilities

• Operational Excellence & Delivers Results Translates enterprise strategy into actionable, focused departmental plans. Evaluations cross-functional dependencies and recommends options, trade-offs and execution paths to achieve business outcomes. Identifies barriers to success, analyzes stakeholder influence and interest, and adapts strategy accordingly. Prioritizes actions based on impact, urgency, and organizational readiness. Leads large-scale change initiatives and coach leaders to drive adoption within their own teams. Champions’ standard work, process consistency, use of playbooks, dashboards, and automation tools for operating discipline, decision-making and performance management. Ensures data-driven insights inform planning, goal setting, and execution of key initiatives.
• Communication, Change Management, Alignment & Influence Operates with an enterprise mindset, modeling inclusive decision-making and fostering alignment across functions. Communicates decision, escalations, and trade-offs clearly, tailoring messages, ensuring transparency and “no surprises” for stakeholders effectively across multiple mediums. Evaluates dynamics and adapts methods to increase effectiveness and alignment. Cultivates strong relationships with senior leadership to drive cross-departmental alignment and shared goals. Navigates relationships with diplomacy, clarity and situational awareness. Assesses readiness and commitment across leaders, adjusting messaging and execution approaches based on feedback. Synthesizes complex information to create shared understanding across leadership teams using storytelling, data, narrative framing, and scenario planning to persuade executive level.
• Team Accountability, Coach & Develop Drives accountability across managers and teams to deliver strategic outcomes. Scales and tailors coaching practices to the unique needs of managers across the organization, raising leadership maturity, enabling skill growth, strategic capability, and performance outcomes. Uses methodology to monitor performance, evaluate leader effectiveness, and ensure alignment to objectives.
• Business Acumen & Expertise Maintains a strong outside-in learning mindset with deep awareness of industry trends, competitive insights, and market conditions. Benchmarks future needs, patterns, and innovations within the CX discipline and integrates them into long-term planning. Anticipates shifts in customer needs and guides the organization in proactive adjustments. Assesses financial risks and impacts associated with CX initiatives and recommends mitigation strategies.

Benefits

• 401 (k) Plan, Employer Fixed Contributions & Company Matching
• Profit Sharing
• Medical, Dental and Vision Coverage
• Flexible Spending Accounts (FSAs), Health Savings Account (HSA) and Health Reimbursement Account (HRA)
• Life Insurance
• Paid Time Off & Paid Holidays
• Paid Maternity Leave & Paid Parental Leave
• Career Growth Planning & Nationwide Career Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees