Customer Experience Lead - Escalations & Delivery

Carrier; Florida; On-site; USD 96,000 - 192,000; Full time

Benefits offered by this job

Health Care Benefits

Retirement Benefits

Paid vacation days

Sick days

Parental leave

Disability benefits

Life Insurance

Tax-Advantaged Accounts

Tuition Assistance

Job summary

Carrier Global Corporation seeks a Customer Experience Manager to serve as a strategic customer advocate and escalation leader, coordinating with Order Management, Customer Service, and Operations to resolve complex issues and improve post-sales service.

You will drive cross-functional collaboration, use data to identify trends, and lead process improvements that enhance satisfaction and retention for key accounts. Travel to US locations is required.

Qualifications

• Bachelor's Degree.
• 1+ year of experience in Customer Service, Order Management, and/or Customer Experience.
• 2+ years of demonstrated experience managing customer escalations, resolving complex issues, and communicating effectively with internal and external stakeholders.
• 2+ years of professional experience with strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
• Ability to travel through the US 25%

Responsibilities

• Serve as the escalation leader for assigned customers and internal teams by driving timely resolution, evaluating options, and balancing customer needs with business priorities.
• Strengthen relationships with top customer accounts by proactively identifying opportunities to improve customer satisfaction, retention, and overall service experience.
• Function as the primary point of contact for customer communication, ensuring clear, professional, timely, and consistent updates across all stages of order and service delivery.
• Lead customer and internal cross-functional meetings to align priorities, remove barriers, resolve issues, and maintain progress on critical orders and service commitments.
• Partner with Order Management, Delivery, Operations, Sales, Service and other stakeholders to ensure customer needs are understood, prioritized, and addressed.
• Use data, systems, customer feedback, and process insights to identify trends, root causes, and improvement opportunities that enhance customer experience.
• Support and lead process improvement initiatives that improve responsiveness, reduce friction, increase efficiency, and promote consistent service delivery.
• Promote team accountability and engagement by leading by example, supporting departmental goals, and assisting with team committees or strategic initiatives.
• Identify customer training needs and facilitate adoption of self-service tools, customer portals, system enhancements, and digital resources.
• Maintain accurate customer and order information using available tools, systems, and reporting processes to track status, manage expectations, and improve follow-through.
• Own customer survey follow-up activities by reviewing feedback, identifying themes, coordinating corrective actions, and supporting measurable improvement in feedback metrics.
• Lead or support strategic initiatives and special projects that contribute to organizational growth, customer experience transformation, and operational excellence.
• Participate in and help lead onsite customer meetings, including travel to customer locations as needed to strengthen relationships, improve collaboration, and support issue resolution.
• Own the end-to-end customer experience by holding teams responsible to own the customer outcome while exceeding expectations.

Skills

Communication

Problem-solving

Analytical skills

Leadership

Customer service

SAP

Salesforce

Power BI

Microsoft Office

Education

Bachelor's Degree

Tools

SAP

Salesforce

Power BI

Job description

Carrier Global Corporation seeks a Customer Experience Manager to serve as a strategic customer advocate and escalation leader, coordinating with Order Management, Customer Service, and Operations to resolve complex issues and improve post-sales service.

You will drive cross-functional collaboration, use data to identify trends, and lead process improvements that enhance satisfaction and retention for key accounts. Travel to US locations is required.