Customer Experience Innovation Manager

Whirlpool, Inc.; Benton Harbor (MI); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Generous benefits package

Whirlpool employee discount

Educational reimbursement

Job summary

Whirlpool Corporation in Benton Harbor, MI is seeking a Manager, CX Innovation to modernize KitchenAid’s customer journey and shape the future of the Consumer Services Contact Center.

You will drive the integration of AI, CRM platforms, and digital self-service tools, elevate interactions, and govern SLAs while delivering data-driven insights that inform product and service improvements across the business.

Qualifications

• Bachelor’s Degree required in Business, Operations, Communications, or related field.
• Minimum 4 years in CX Operations, Contact Center Management, or CX Strategy.
• Experience implementing modern contact center tech stacks (AI deflection, chatbots, omni-channel routing).

Responsibilities

• CX Innovation & Technical Synergy: integrate IT/D2C tech to support CX strategy.
• Advanced Analytics: translate customer data into actionable insights for product/ops.
• CxC Relationship Management: lead contact center partner, govern SLAs, and drive KPI improvement.
• Forecasting & Escalation: project volume and manage high-priority escalations.

Skills

CX Strategy

Digital Transformation

Analytics & Insights

Leadership

CRM Platforms

AI Deflection & Deflection Tools

Omni‑channel Routing

Cross-functional Collaboration

Education

Bachelor’s Degree

Tools

CRM platforms

CCaaS

Data Visualization Tools

Job description

Whirlpool Corporation in Benton Harbor, MI is seeking a Manager, CX Innovation to modernize KitchenAid’s customer journey and shape the future of the Consumer Services Contact Center.

You will drive the integration of AI, CRM platforms, and digital self-service tools, elevate interactions, and govern SLAs while delivering data-driven insights that inform product and service improvements across the business.