Senior Director, Customer Success – Air & Water

GE Appliances, a Haier company•Louisville, KY

28d•Hybrid

About The Position

The Customer Success Leader will define and execute the strategy for all post-sales support across our Air & Water business. This executive will unify Quality, Service, Support, Training, Warranty, and Parts into one seamless customer experience, ensuring our residential, light commercial and commercial customers receive consistent, high-quality support at every touchpoint. As the single point of accountability for the end-to-end customer success journey, this leader will build a world-class function that drives customer satisfaction, loyalty, and lifetime value.

Requirements

12+ years of leadership experience in customer success, service, or support roles, preferably within HVAC, water heating, or adjacent industries.
Demonstrated ability to design and scale customer-facing operations.
Strong understanding of service logistics, warranty processes, technical training, and parts distribution.
Track record of building customer-first cultures and delivering measurable improvements in customer loyalty.
Experience with digital tools and platforms for customer engagement, knowledge bases, and CRM systems.
Exceptional communication, change leadership, and cross-functional collaboration skills.

Responsibilities

Develop and execute a comprehensive post-sales customer success strategy for HVAC, water heating, and water treatment products.
Establish a single, unified point of contact for customers, ensuring seamless coordination across Quality, Service, Support, Training, Warranty, and Parts.
Lead and inspire a cross-functional team to deliver exceptional customer experiences.
Partner with Product, Sales, Operations, and Marketing to integrate customer feedback into continuous improvement.
Build a “customer-first” culture with consistent standards for service excellence across all customer segments (dealers, distributors, contractors, retailers, end consumers).
Implement best-in-class tools, processes, and KPIs to track and enhance customer satisfaction, NPS, response time, resolution rates, and retention.
Establish a clear escalation path for complex customer issues and ensure rapid resolution.
Own the collection and analysis of field data from service calls, warranty claims, and parts performance to identify recurring quality issues.
Maintain a dotted-line relationship with Supplier Quality to ensure customer insights directly inform supplier corrective actions and continuous improvement.
Collaborate with Operations and Supplier Quality teams to drive root-cause resolution of systemic issues impacting customer experience.
Standardize service operations including warranty claims, spare parts availability, technical support, and training delivery.
Develop scalable systems for knowledge management, self-service, and customer enablement.
Ensure compliance with regulatory and safety requirements across service and support functions.
Build and develop a high-performing Customer Success team with expertise in quality, technical service, customer support, training, and parts operations.
Create professional development and training pathways for field and call center staff to ensure skill growth and retention.