Senior Manager, Customer Service

Winnebago Industries Inc•Bristol, IN

About The Position

The Senior Manager of Customer Experience is a critical leadership role at Barletta. In this position, you will lead our Customer Experience team of Retail and Dealer Advisors, one of the primary points of contact for our customers and dealers. We do things differently here at Barletta, and you will play a key role in shaping and executing our customer experience strategy. This role requires a hands-on, highly collaborative leader who builds strong relationships internally and externally, champions continuous improvement, and ensures our customers and dealers receive timely, high-quality support. You will partner closely with plant leadership and cross-functional teams to deliver on performance goals, execute strategic initiatives, and consistently provide an exceptional ownership experience. Barletta’s culture is what sets us apart and creates a great employee experience. In addition to a Barletta Safe culture where all employees work collaboratively to create a zero-harm work environment, we actively promote and encourage behaviors aligned with our Values: (1) Treat everyone like family, (2) Always do the right thing, and (3) Relentlessly pursue excellence; and our Leadership Expectations: (1) Connect with purpose, (2) Execute with excellence, and (3) Build the future.

Requirements

Bachelor’s degree required (business, communications, operations, or related field) and/or equivalent leadership experience; marine, RV, automotive, or other durable-goods experience strongly preferred.
Demonstrated people-leadership capability, coaching, accountability, and development in an employee-focused culture.
Exceptional attention to detail and follow-through.
Ability to manage multiple priorities, stay calm under pressure, and adapt to a changing environment.
Highly self-directed, organized, and able to drive work to completion with minimal oversight.
Proficiency with Microsoft Office; comfort working in dashboards and data sets.
Customer-obsessed, solutions-oriented, and energized by building processes that scale.
Strong skills in: Written and verbal communication
Strong skills in: Executive-level presentation and public speaking
Strong skills in: Relationship building and stakeholder management
Strong skills in: Structured problem-solving, prioritization, and data-driven decision-making

Nice To Haves

Experience with Power BI and Microsoft Dynamics 365 Business Central is a plus.

Responsibilities

Partner with the VP of Customer Experience to develop and execute an enterprise customer experience strategy aligned with Barletta’s brand promise, values, and growth objectives.
Lead initiatives that measurably improve satisfaction and loyalty (e.g., NPS/CSAT, repeat purchase, referral, and dealer advocacy), including clear goals, operating rhythms, and accountability.
Lead, coach, and develop a high-performing team that delivers world-class, professional support to customers and dealers across channels (phone, email, and digital tools).
Establish onboarding, coaching, and ongoing enablement programs; set clear standards, review performance routinely, and build a strong leadership bench.
Own the customer escalation process, ensuring timely, consistent, and fair resolution while protecting the Barletta brand and customer trust.
Implement a closed-loop Voice of Customer/Dealer process, capture feedback, identify root causes, and drive corrective actions with Operations, Quality, Engineering, and Supply Chain.
Build and maintain quality assurance standards for customer/dealer interactions and factory-service workflows (standard work, call/email quality reviews, and documentation).
Continuously improve tools, knowledge content, and service processes to reduce rework, shorten cycle times, and improve first-contact resolution.
Own departmental planning and budget management; allocate resources effectively and articulate ROI for CX investments (people, tools, training, and process improvements).
Serve as a key cross-functional connector between Customer Experience, Factory Service, Quality, Production, and other partners to ensure a seamless end-to-end ownership experience.
Strengthen dealer partnership by creating clear communication paths, expectations, and service-level standards; resolve friction points quickly and professionally.
Define, track, and communicate key CX metrics and service health indicators (e.g., NPS/CSAT, response time, cycle time, first-contact resolution, backlog aging, and repeat contacts).
Build dashboards and an operating cadence that turns insights into action, prioritize improvements, remove barriers, and drive measurable gains in quality and customer outcomes.
Design and deliver training for Customer Experience Advisors and partner teams (including dealer-facing content as appropriate) to ensure consistent, high-quality support.
Create continuous learning opportunities and a strong knowledge-management discipline to keep information accurate, searchable, and easy to use.
Lead continuous-improvement efforts, including journey mapping and process simplification, to eliminate root causes and improve the customer and dealer experience.
Represent the company at industry events, boat shows, and committees to stay abreast of industry trends and best practices.