Sr. Manager, Customer Experience
About The Position
The Senior Manager, Customer Experience (CX) leads multiple customer-facing and operational excellence teams to deliver a seamless, high-quality experience across all touchpoints. This role oversees employees/managers in the U.S., Canada and India for Customer Support, Consumer & Technical Support, Warranty, Business Excellence, and QA/Training, ensuring strategic alignment, operational efficiency, and continuous improvement. The position is pivotal in providing an exceptional customer experience that drives business growth, while developing and executing a continuous improvement roadmap to achieve an industry-leading customer experience.
Requirements
- Requires a bachelor's degree or an equivalent combination of education and experience.
- Requires at least 8 years related experience.
- Requires at least 5 years experience as a manager.
- Must be able to train, evaluate and direct the work of assigned employees.
- Requires ability to establish policies and manage business and operational aspects of assigned call center.
- Excellent written and verbal communication skills, including effective listening skills.
- Requires extensive knowledge of the organization, products and services.
- Requires advanced problem solving.
Responsibilities
- Develop and execute CX vision and strategy in partnership with VP, Marketing & Customer Experience.
- Provide leadership, including mentoring and coaching managers in U.S., Canada, and India across functional teams, fostering collaboration and accountability.
- Drive initiatives to improve customer satisfaction and loyalty.
- Encourage a proactive team environment and ensure effective performance of all CX teams.
- Monitor KPIs and implement corrective actions and process improvements.
- Oversee resource planning, budgeting, and compliance.
- Champion continuous improvement initiatives across support processes.
- Collaborate with marketing, product, LITC and IT to enhance digital tools and self-service, with a focus on the use of AI tools.
- Leverage Voice of Customer (VoC) insights to inform strategy.
- Use insights from outside the HVAC industry to help shape the future of the Lennox customer experience vision and team.
- Partner with Business Excellence team to identify process gaps and implement Lean/Six Sigma methodologies.
- Drive data analytics and reporting to inform CX strategy and operational improvements.
- Deliver measurable process improvement initiatives annually.
- Oversee QA programs to ensure service consistency and compliance.
- Develop and maintain training programs for all CX teams to improve skills and performance.
- Monitor training completion rates and quality metrics.
Benefits
- tuition reimbursement
- medical, dental, and vision insurance
- prescription drug coverage
- 401(k) retirement plan
- short-term disability insurance
- 8 weeks paid birthing leave
- 2 weeks paid bonding leave
- life and long-term disability insurance
- 12 days paid time off
- 2 paid well-being days
- 1 paid volunteer day
- 12 paid holidays
- 3 floating holidays per year
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
