Senior Manager, Customer Care - nVent HOFFMAN

We’re looking for people who put their innovation to work to advance our success – and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions. nVent is growing across dynamic markets where reliable infrastructure and electrical protection are increasingly important. As the Senior Manager, Customer Care for the nVent HOFFMAN business, you'll lead a large, geographically dispersed organization, develop its leaders, strengthen connections between customers and operations, and influence both service performance and how Customer Care evolves to support this globally respected brand. ** This is a full-time, direct-hire position with a hybrid work schedule of 4 days/week on-site in Anoka, MN. ** WHAT YOU WILL EXPERIENCE IN THIS POSITION: Lead, mentor, and develop Customer Care managers and their teams across the U.S., Canada, Mexico, and Latin America. Set priorities and guide performance across customer care, non-standard product quoting, claims and returns, global and key accounts, and regional customer-support teams. Partner with and influence Operations, Supply Chain, Sales, and other business leaders to align priorities and improve delivery reliability, order accuracy, responsiveness, and issue resolution. Develop customer service strategies that respond to evolving customer needs and strengthen the overall customer experience. Use customer feedback and service metrics to set priorities, balance workloads, and improve service, productivity, capacity, and cost performance. Strengthen the operating model through consistent processes, clear accountability, capacity planning, business continuity, and coordination across teams and locations. Initiate process and technology improvements, define Customer Care requirements, and partner on the development and adoption of CRM, AI, automation, and digital solutions. Build leadership capability and succession pipelines while strengthening accountability and continuous improvement. YOU HAVE: Ideally 10+ years of progressive experience in customer care, customer operations, sales support, order management, or a related function. Experience leading sizable customer care teams across multiple locations or regions; experience leading through managers, supervisors, or other people leaders is preferred. Customer care experience in manufacturing, distribution, transportation, logistics, or a similarly complex environment involving order fulfillment, warehousing, and supply-chain dependencies. Experience working directly with customers in at least one international market, including familiarity with logistics, import/export, and related service considerations. Knowledge of the order-to-cash process and experience improving order management, quoting, pricing support, claims, returns, customer issue resolution, service levels, or delivery performance. Ability to interpret customer and operational performance data, identify meaningful trends, and translate findings into clear priorities and actions. Experience advancing process and digital improvements involving CRM, transactional systems, analytics, automation, AI, or related customer-service technology. Ability to travel domestically and internationally approximately once per quarter. WE HAVE: A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day nVent is a leading global provider of electrical connection and protection solutions. We believe our inventive electrical solutions enable safer systems and ensure a more secure world. We design, manufacture, market, install and service high performance products and solutions that connect and protect some of the world's most sensitive equipment, buildings and critical processes. We offer a comprehensive range of systems protection and electrical connections solutions across indust…

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