Customer Experience Lead (Hybrid)

Rheem Manufacturing Company; Oxnard (CA); Hybrid; USD 84,000 - 155,000; Full time

Job summary

Rheem Manufacturing Company is seeking a Manager, Customer Experience to lead a high-performing team delivering exceptional service for Rheem North America. The role combines strategic leadership with hands-on operations across multiple U.S. locations in a hybrid model (office Mon-Thu, remote Fri).

You will drive CX strategy, monitor KPIs, manage escalations, and collaborate with Sales, Operations, Product, IT, Marketing, and more to optimize the end-to-end customer journey.

Qualifications

• Bachelor’s degree in Business, Statistics, Economics, or related field.
• 7+ years’ experience in customer service or customer call center operations.
• Experience supervising others.
• Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
• Excellent written and verbal communication with attention to detail.
• Proficient in MS Office Suite.
• Understanding of scheduling, prioritizing, coaching and process execution.
• Ability to work in a matrix team environment.
• Ability to present information to groups and customers.
• Recognize and implement process improvements.
• Understanding of supply chain logistics.

Responsibilities

• Lead and develop a high-performing customer experience team focused on delivering exceptional service and customer satisfaction.
• Drive customer experience strategy, processes, and initiatives to enhance customer loyalty and business performance.
• Monitor and improve KPIs, including service levels, quality, response times, and customer satisfaction metrics.
• Manage customer escalations and partner with cross-functional teams to ensure timely and effective resolution of complex issues.
• Analyze customer feedback, trends, and operational data to identify opportunities for process improvement and enhanced service delivery.
• Collaborate with Sales, Operations, Product Management, IT, Marketing, and other stakeholders to improve the end-to-end customer experience.
• Establish and maintain customer service standards, policies, and best practices that support organizational objectives.
• Lead workforce planning, staffing, training, and performance management activities to ensure operational effectiveness.
• Champion continuous improvement initiatives, leveraging technology, automation, and customer insights to drive efficiency and service excellence.
• Manage customer experience projects, communications, and change management efforts across the organization.
• Oversee reporting and business reviews, providing recommendations and action plans to improve customer outcomes.
• Foster a customer-centric culture that promotes accountability, collaboration, and continuous improvement.
• Other duties as assigned.

Skills

7+ years exp

Supervising others

Communication skills

MS Office

Coach and develop

Process improvement

Supply chain logistics

Presentation skills

Team leadership

Education

Bachelor’s Degree in Business, Statistics, Economics, or related field

Tools

Oracle/AS400 ERP

Order Management Systems

Job description

Rheem Manufacturing Company is seeking a Manager, Customer Experience to lead a high-performing team delivering exceptional service for Rheem North America. The role combines strategic leadership with hands-on operations across multiple U.S. locations in a hybrid model (office Mon-Thu, remote Fri).

You will drive CX strategy, monitor KPIs, manage escalations, and collaborate with Sales, Operations, Product, IT, Marketing, and more to optimize the end-to-end customer journey.