Customer Experience Manager - Tacoma

Stellar’s Commitment: At Stellar, we believe every employee plays an important role in our success. Contributions extend beyond defined responsibilities, and we value team members who are willing to step in, support one another, and take initiative when needed. We are committed to working collaboratively and expect each employee to contribute wherever and whenever their skills and efforts can help move the organization forward and ensure our collective success. Position Summary: The Customer Experience Manager is accountable for the day-to-day leadership and overall performance of an assigned branch. This role leads the branch customer experience function and, based on branch size, staffing, and physical footprint, may directly lead warehouse operations or provide leadership through a Warehouse Manager, Warehouse Lead, Integrated Account Manager or other assigned operational leader. The Customer Experience Manager ensures safe, accurate, responsive, and financially disciplined branch execution while partnering with Commercial, Pricing, Supply Chain, and other teams to support customer retention and growth. Success in this role requires strong leadership, operational management, financial awareness, and the ability to develop high-performing teams that consistently deliver exceptional service and support branch growth. Essential Duties and Responsibilities: Branch Ownership and Customer Experience Own the daily operating rhythm, customer experience, and overall execution of the assigned branch. Ensure customers receive accurate, responsive service and that customer concerns are addressed promptly and effectively. Maintain a clean, organized, safe, and customer-ready branch facility, including office, warehouse, showroom, and customer-service areas as applicable. Establish clear communication across branch team members and with internal partners to ensure commitments are understood and completed. People Leadership and Accountability Directly supervise assigned Customer Service, Warehouse, Site Support, Site Lead, Warehouse Lead, Warehouse Manager, and other branch employees; reporting relationships vary by branch design. Hire, onboard, coach, develop, evaluate, and retain employees in partnership with Human Resources and regional leadership. Set priorities, assign work, manage schedules and coverage, address performance concerns, and provide meaningful input on employment decisions. Create a culture of accountability, teamwork, safety, continuous improvement, and customer focus. Operational and Warehouse Leadership Ensure the branch has the appropriate leadership and daily oversight for receiving, stocking, picking, packing, shipping, inventory control, material movement, and other warehouse activities when those functions are performed at the location. Where a dedicated Warehouse Manager is not assigned, directly lead and monitor warehouse operations, employee performance, workload planning, safety practices, and process adherence. Ensure inventory, order fulfillment, and shipping processes are accurate, timely, and consistent with company and customer requirements. Monitor branch capacity, staffing, workflow, and equipment needs; escalate risks and recommend practical improvements. Performance and Financial Management Monitor branch performance using established measures for service, order accuracy, inventory accuracy, on-time delivery, productivity, safety, labor utilization, operating expenses, and customer satisfaction. Communicate branch priorities and performance results; implement corrective actions and continuous-improvement plans when needed. Manage controllable branch expenses and support profitable operations, inventory discipline, and Branch Contribution Margin objectives. Provide regular updates, recommendations, and escalation of material branch risks to the Regional Vice President of Customer Experience. Cross Functional Partnership Partner with Commercial leadership to align operational execution with cust…

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