Sr. Customer Experience Manager

SPX Technologies • Brentwood, MO

5d • Hybrid

About The Position

SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. This opportunity is for their Electric Heat business, a leader in electric heating and ventilation solutions. The Customer Experience Manager will define and lead the customer experience direction for the Electric Heat business and related platforms. This role involves building a customer-focused team, establishing service standards, and aligning cross-functional partners to ensure a best-in-class experience across all customer touchpoints. It is a hands-on, player-coach leadership role requiring a balance of strategic direction and practical execution, including managing customer escalations, strategic accounts, and day-to-day operations when needed.

Requirements

• Six (6) or more years of progressive customer service, customer operations, order management, or related experience, including significant people-leadership responsibility.
• Demonstrated experience setting direction for a customer service or customer experience function while remaining hands-on in a high-volume business-to-business operating environment.
• Proven ability to build teams, develop supervisors or team leads, establish accountability, and improve performance through clear goals, coaching, metrics, and operating discipline.
• Strong knowledge of customer order management, inquiry resolution, claims, escalations, service standards, performance metrics, and customer satisfaction processes.
• Experience with ERP, order-entry, customer-service, reporting, and business systems; ability to interpret data, identify root causes, and implement practical solutions.
• Strong business acumen and demonstrated ability to influence cross-functional decisions, manage competing priorities, and communicate effectively with employees, customers, and senior leaders.
• Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and Teams.
• Bachelor’s degree in Business Administration, Customer Service, Operations, Engineering or a related discipline preferred; masters degree desirable.
• Equivalent combination of education and substantial relevant customer-experience leadership will be considered.

Nice To Haves

• Experience within HVAC, manufacturing, durable goods, distribution, or a related industrial business, including knowledge of related product offerings.
• Experience with Oracle, Syteline, or comparable ERP/order-management systems, EDI, customer portals, CRM platforms, contact-center technologies, and digital customer-service tools.
• Experience leading stock and custom-product order-management activities and working with production schedules, inventory availability, and supply constraints.
• Experience leading organizational change, service transformation, process redesign, or technology adoption across multiple functions.

Responsibilities

• Define and communicate the customer experience vision, priorities, service standards, and multi-year improvement roadmap for the Electric Heat business and related platforms.
• Translate business strategy and customer needs into measurable functional goals, operating priorities, service metrics, and clear expectations for responsiveness, accuracy, ownership, and customer advocacy.
• Create management routines, dashboards, and review processes that make performance visible, drive timely decisions, and reinforce accountability.
• Serve as the voice of the customer in business planning and decision-making, using customer feedback, service data, and operating insight to influence priorities and investments.
• Build, lead, coach, and develop a high-performing Customer Experience organization, including supervisors, team leads, and frontline team members.
• Establish clear roles, decision rights, goals, and performance expectations; provide regular feedback, recognition, coaching, and corrective action as needed.
• Develop staffing, onboarding, training, cross-training, succession, and career-development plans that strengthen bench capability and support business continuity.
• Create a culture of ownership, urgency, collaboration, continuous improvement, and follow-through.
• Balance workload and capacity across the team, stepping directly into priority work when necessary while continuing to coach others toward greater ownership and capability.
• Serve as the senior Customer Experience point of contact for National Accounts, OEM customers, strategic accounts, and other priority relationships.
• Lead customer meetings, quarterly business reviews, service-performance discussions, escalations, recovery plans, and follow-up actions.
• Personally manage or support complex customer complaints, claims, order issues, and high-impact service failures through resolution.
• Monitor customer satisfaction, NPS, service trends, and feedback; convert insights into targeted action plans, executive summaries, and customer-facing improvements.
• Provide hands-on leadership and direct support for customer inquiries, order entry, order changes, expediting, product availability, pricing questions, sales programs, billing, credit, claims, delivery expectations, and other commercial service needs.
• Ensure standard, non-standard, commercial, and customer-specific orders are processed accurately, consistently, and in accordance with customer requirements, business processes, and service expectations.
• Coordinate daily with Sales, Operations, Supply Chain, Manufacturing, Engineering, Pricing, Finance, remote warehouse personnel, and other functions to resolve issues and meet commitments.
• Maintain appropriate records, tracking tools, master data, documentation, controls, and communications to support accurate order execution and timely issue resolution.
• Provide coverage and perform customer service work directly during peak demand, staffing gaps, major initiatives, escalations, or other business-critical situations.
• Develop, monitor, and report key performance indicators for responsiveness, service quality, productivity, customer satisfaction, order performance, workload, departmental capacity, and execution against commitments.
• Use contact patterns, order data, forecasts, feedback, and operating results to identify root causes, set priorities, allocate resources, and improve customer outcomes.
• Lead structured process-improvement efforts that simplify work, reduce manual activity, improve accuracy, strengthen controls, and increase scalability.
• Ensure process changes, service standards, and work instructions are documented, communicated, trained, measured, and sustained.
• Provide business leadership for ERP implementation, integration, testing, training, process adoption, post-launch stabilization, and enhancement of customer service systems and tools.
• Remain actively engaged in requirements definition, testing, issue resolution, user support, data validation, and workflow decisions that affect customers and the Customer Experience team.
• Own GAN screening and compliance processes, including approvals, EAF collection, document retention, audit readiness, reporting accuracy, and issue escalation.
• Advance electronic ordering, customer portals, CRM, contact-center technology, and other digital capabilities that improve the customer and employee experience.
• Align Sales, Operations, Supply Chain, Manufacturing, Engineering, Finance, Pricing, Compliance, IT, Product Management, and other functions around shared customer experience priorities and commitments.
• Drive accountability for customer-impacting action items, facilitate decisions among stakeholders with competing priorities, and escalate barriers when commitments or service standards are at risk.
• Represent Customer Experience in executive reviews, customer meetings, quality reviews, compliance audits, ERP initiatives, new product introductions, sales programs, and business transformation projects.
• Lead through influence, sound judgment, business expertise, and data-driven recommendations, including across teams that do not directly report to Customer Experience.

Benefits

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager