Senior Manager Customer Service

BlueScope • West Sacramento, CA

1d • $169,000 - $199,000

About The Position

The Senior Manager, Customer Experience, ASC is responsible for optimizing all customer interactions to improve satisfaction, loyalty, and retention. They analyze customer feedback, design and improve the customer journey across all touch points, and collaborate with other departments to ensure a seamless and positive experience. This role shapes how customers perceive the company through direct and indirect interactions. By driving improvements in service delivery and promoting customer advocacy, the Senior Manager Customer Experience directly influences retention rates, product adoption, and revenue growth in competitive building materials markets.

Requirements

• Bachelor’s degree
• Typically requires 7–10 years of experience in customer experience, success, or related customer strategy roles, preferably with 3+ years in leadership positions.
• Experience transforming or reorganizing customer experience teams is required.
• Strong expertise in customer journey mapping, data-driven decision making, program management, and multi-stakeholder collaboration.
• Excellent communication, presentation, and interpersonal skills suitable for influencing senior leaders and cross-functional teams.
• Familiarity with CRM systems, analytics tools, and customer feedback platforms valuable for performance tracking and insight gathering.
• Ability to thrive in ambiguous environments, manage multiple projects simultaneously, and lead cross-departmental initiatives.
• Analytical skills: Ability to interpret data and customer feedback to measure performance and identify trends.
• Must have demonstrated experience with MS Window applications such as Outlook, Word, PowerPoint and Excel
• Must have excellent communication skills, both written and verbal
• Understanding and experience in sound business practices and methodology

Nice To Haves

• Knowledge of ASC Division products and specifications
• Construction Management
• Experience transforming customer service to a customer experience team
• 5+ years with increasing responsibility in customer service in manufacturing environment.
• Knowledge of building construction, transportation and construction terminology highly
• Salesforce and SAP experience preferred

Responsibilities

• Leadership: Lead and manage customer-facing teams covering customer success, onboarding, training, and support, ensuring alignment with company business goals and service excellence. Coach, mentor, and develop customer experience teams, fostering a culture of accountability, collaboration, and high performance. Guide and train customer service teams, handle escalated issues, and manage the overall customer experience team.
• Customer Satisfaction and Loyalty: Oversee customer registration, vetting, onboarding, and training processes to deliver seamless experiences from first contact through ongoing engagement. Manage escalations and complex customer issues with timely resolution, maintaining high standards of service and customer trust.
• Upleveling Service Standard within ASC: Act as strategic connectors across departments, influencing both customer and business outcomes: Project management – leading initiatives that bridge marketing, product, and support; executing CX roadmaps with measurable goals. Business acumen and procurement awareness – evaluating vendor tools and ROI; managing budgets and technology tradeo s. Change management – guiding organizational adoption of CX practices and securing executive buy-in.
• Commercial Collaboration: Collaborate closely with sales, product development, marketing, and operations teams to ensure customer feedback informs service, product feature development, and continuous improvement e orts.
• Customer Engagement and Retention: Data analytics and CX metrics – proficiency with Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer E ort Score (CES), and journey analytics to identify friction points and drive action.
• Commercial Growth and Innovation: Act as a customer advocate internally, driving improvements and innovations based on customer insights and industry benchmarks. Use data analytics and customer health metrics to identify risk areas, report trends to senior leadership, and recommend strategic initiatives for growth and retention.

Benefits

• health insurance
• life insurance
• short and long-term disability
• paid time off
• retirement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees