Customer Experience Lead - Escalations & Cross-Functional

Carrier; City of Syracuse (NY); On-site; USD 96,000 - 192,000; Full time

Benefits offered by this job

Health Care Benefits

Retirement Benefits

Paid Time Off

Wellness programs

Employee Assistance

Job summary

Carrier is seeking a Customer Experience Manager to act as a strategic customer advocate and escalation leader. You will strengthen relationships with key accounts, improve end-to-end post-sales experience, and drive cross-functional alignment with Order Management, Customer Service, and Operations.

You will analyze data, identify trends, and lead initiatives to enhance satisfaction and business performance, while traveling up to 25% across the US as needed.

Qualifications

• Bachelor's degree required and expected professional experience in customer-facing roles.
• 1+ year in Customer Service, Order Management, or Customer Experience.
• 2+ years managing escalations and communicating with internal/external stakeholders.
• 2+ years proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
• Willingness to travel up to 25% in the US.

Responsibilities

• Serve as escalation leader for customers and internal teams, driving timely resolutions.
• Strengthen relationships with top accounts and improve overall service experience.
• Be primary contact for customer communications with clear, professional updates.
• Lead cross-functional meetings to align priorities and resolve issues.
• Use data and feedback to identify trends and drive improvement actions.
• Promote process improvements to enhance responsiveness and efficiency.

Skills

Customer Service

Order Management

Customer Experience

Escalation Management

MS Office

Education

Bachelor's Degree

Tools

SAP

Salesforce

Power BI

Job description

Carrier is seeking a Customer Experience Manager to act as a strategic customer advocate and escalation leader. You will strengthen relationships with key accounts, improve end-to-end post-sales experience, and drive cross-functional alignment with Order Management, Customer Service, and Operations.

You will analyze data, identify trends, and lead initiatives to enhance satisfaction and business performance, while traveling up to 25% across the US as needed.