Manager Customer Experience

JOB DETAILS Location Type: Hybrid Pay Min: $112,000.00 USD Pay Max: $122,000 USD Job Location: Macedon Req ID: 771 The posted salary range represents the expected hiring range for candidates who fully meet the qualifications, skills, experience, and performance expectations of the position. Individual compensation will be determined based on factors such as relevant experience, education, certifications, internal equity, and geographic location, where applicable. WHAT WE NEED The Manager Customer Experience is responsible for ensuring an exceptional end-to-end customer journey, from onboarding through post-sale support. This role oversees customer onboarding processes, manages order fulfillment accuracy, and drives continuous improvement initiatives to enhance customer satisfaction and loyalty. The ideal candidate will be a strategic thinker with strong leadership skills and a passion for delivering outstanding service. WHAT YOU WILL DO Customer Onboarding Develop and manage onboarding programs to ensure smooth integration of new customers Collaborate with Sales and Operations teams to align onboarding timelines and expectations Monitor onboarding metrics and implement improvements for efficiency and customer satisfaction Order Management Oversight Oversee order processing and fulfillment accuracy to ensure timely delivery Partner with Supply Chain and Planning teams to resolve order discrepancies and delays Implement best practices for order lifecycle management and customer communication Customer Experience Strategy Design and execute initiatives to improve overall customer experience and retention Analyze customer feedback and data to identify pain points and opportunities for improvement Serve as the voice of the customer in cross-functional meetings and projects Team Leadership Lead and mentor a team focused on customer success and operational excellence Establish performance metrics and provide regular coaching and development Ensures an effective learning environment by coaching employees, orchestrating learning opportunities, and providing relevant, high-impact feedback. Ensures self and staff keep up to date on technical knowledge and developments that impact roles and team. Uses this information to drive improvements and/or prepare for changing requirements WHAT YOU WILL NEED TO BE SUCCESSFUL Bachelor’s degree in Business, Customer Service Management, or related field A minimum of five (5+) years of experience in customer experience, order management, or related roles A minimum of one (1+) year of people leadership experience, including direct responsibility for managing team performance, delivering feedback, development of employees, hiring and terminations. Strong understanding of onboarding processes and order fulfillment workflows Excellent communication, problem-solving, and leadership skills Strong proficiency in CRM and ERP systems, SAP preferred #LI-LV1

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