Customer Experience Lead: Operations & Process Improvement

Ravago Manufacturing Americas; Northbrook (IL); Hybrid; USD 43,000 - 50,000; Full time

Job summary

Ravago Manufacturing Americas seeks a Customer Experience Team Lead in Northbrook, IL to supervise the CXP desk and coordinate order flow across departments. You will monitor KPI trends, coach the team, and manage escalations while maintaining high service levels.

The role blends hands-on leadership with process improvement, SOP updates, and cross-functional collaboration with sales, marketing, products, purchasing, and other teams. Hybrid in-office/remote work options available.

Qualifications

• Education: Bachelor's degree preferred or two years leadership experience with de-escalation, coaching and development, data analysis and process improvement.
• Experience: ability to collaborate in a team, foster relationships and maintain a professional attitude.
• Leadership: prior lead or supervisory role preferred and experience coaching and guiding performance.

Responsibilities

• Oversee all Customer Experience Professional duties and coordinate order flow across departments.
• Pull KPIs for daily management meetings and support as needed.
• Manage sales order status changes, approvals, and overrides.
• First point of escalation for urgent issues and troubleshooting.
• Coordinate team coverage for planned and unplanned time off.
• Maintain and distribute CX documentation and SOPs with management.
• Provide daily team oversight, coaching, and workload organization.
• Review error reports and invoicing; present order entry trend reports.
• Identify patterns in RMA trends and drive continuous improvement.
• Engage with team members to provide feedback and develop performance.
• Communicate department concerns and escalate as needed.

Skills

Communication skills

Detail oriented

Analytical skills

Problem solving

Organizational skills

Ravago Tools

Microsoft Office

RavApps

Tableau

Coaching

Mentoring

Urgency mindset

Education

Bachelor’s degree preferred

Leadership experience

De-escalation and coaching

Data analysis

Process improvement

Tools

Tableau

RavApps

Microsoft Office

Ravago Tools

Job description

Ravago Manufacturing Americas seeks a Customer Experience Team Lead in Northbrook, IL to supervise the CXP desk and coordinate order flow across departments. You will monitor KPI trends, coach the team, and manage escalations while maintaining high service levels.

The role blends hands-on leadership with process improvement, SOP updates, and cross-functional collaboration with sales, marketing, products, purchasing, and other teams. Hybrid in-office/remote work options available.