Sr Mgr Customer Experience

Carrier Enterprise•Carrollton, TX

1d•Hybrid

About The Position

Carrier Enterprise (CE) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies through licensed HVAC/R dealers and contractors. CE operates primarily in the business-to-business environment where its products are sold through licensed HVAC dealers and HVAC contractors. These dealers are independent companies that sell, deliver and service Carrier, Bryant & Payne products to residences and businesses in their respective markets. CE offers customers a wide range of HVAC/R product lines, competitive pricing, best in class customer service and valuable, timesaving services that positions CE as an industry leader. With over 200+ locations, in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada there is a location to service our customers HVAC/R needs. The Tier 1 Customer Experience Manager leads a modern, customer-centered operation across multiple customer channels while managing a remote customer service team. This role owns end-to-end Tier 1 triage, case ownership, resolution, and escalation management, and identifies repeatable customer inquiries for migration to Tier 0 (AI-powered self-service, automation, and knowledge). The position ensures strong operational controls, Salesforce-enabled visibility, measurable performance (including SLA/KPIs and quality), and clear progress in reducing avoidable human-assisted contacts through AI containment/routing.

Requirements

Bachelor’s degree in business, communications, operations, technology, or related field (or equivalent experience) and 7+ years in customer experience/contact center/service operations with progressive tiered-support leadership.
Proven people leadership: experience leading remote managers and large teams, with accountability for service delivery, escalations, workforce performance, and measurable outcomes.
Tiered support and omnichannel experience, including managing support across phone, email, chat, and SMS/text, and building an operating model that balances CX, quality, productivity, and cost.
Advanced Salesforce proficiency required (case management, routing, queues/assignment/escalation rules, workflows, reporting/dashboards, and CRM data quality for SLAs/KPIs, quality, and productivity).
Demonstrated experience with AI, automation, self-service, knowledge management, and digital transformation, including measurable Tier 0/Tier 1 migration or containment results.
Strong executive communication, analytical/problem-solving ability, and changing leadership skills to translate strategy into SOPs, controls, adoption, and sustainable performance improvement.

Responsibilities

Provide strategic leadership and oversight for Tier 1 triage and case resolution across supported channels, ensuring timely, accurate, empathetic, and consistent outcomes through clear accountability, escalation governance, and documentation.
Managing a remote Tier 1 organization by aligning staffing, capacity, priorities to customer demand and business objectives and driving retention, engagement, and performance.
Provide leadership and direction to Supervisors as they coordinate subject-matter experts, equipping associates with the knowledge and resources needed to deliver effective, coordinated resolutions
Define and enforce measurable SLAs/KPIs (service level, response and resolution time, first-contact resolution, transfers, AHT, quality, productivity, CSAT, and AI containment/deflection) and manage performance to targets.
Use Salesforce data, dashboards, and root-cause analysis to improve routing, playbooks, SOPs, knowledge content, workflows, and overall, Tier 1 performance and controls.
Establish and govern Tier 1-to-Tier 2 escalation criteria and workflows, including feedback loops that reduce avoidable escalations and improve handoffs.
Identify repeatable inquiry types for migration to Tier 0 and partner with AI/automation teams to implement, validate, and continuously improve self-service, knowledge, and automation solutions.
Provide executive reporting and lead continuous improvement, turning operational insights into action plans, developing leaders, and partnering cross-functionally with Salesforce/IT, Product, Operations, and AI/technology teams.