Customer Experience Lead: Ops, CX Strategy & Improvement

Allura USA

Houston (TX)

On-site

USD 90,000 - 120,000

Full time

3 days ago

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Job summary

Allura USA is seeking a Customer Experience Manager in Houston to lead the CX team, oversee order support and customer communications, and drive cross-functional initiatives. You will partner with Sales, Production, Logistics, Finance, and IT to ensure alignment with customer expectations and business goals.

The role requires strong leadership, excellent communication, and a track record of implementing scalable CX processes, reporting tools, and continuous improvement across customer support

Qualifications

Bachelor’s degree or higher in business, supply chain, or related field.
7+ years in customer service, customer experience, operations, order management, or related function.
4+ years in leadership managing customer service teams.

Responsibilities

Lead, coach, and develop the Customer Experience team to ensure consistent service delivery and accountability.
Manage daily CX operations including inquiries, order support, escalations, and workflows.
Own escalation management with clear ownership and follow-up across functions.
Lead process improvements, reporting, and cross-functional coordination for projects.

Skills

Leadership

Customer service principles

Communication

Problem solving

Cross-functional collaboration

MS Excel

ERP systems

Education

Bachelor’s degree in Business Administration

Supply Chain

Operations

Tools

SAP

Power BI

Smartsheet

CRM systems

ERP systems

Job description

The role requires strong leadership, excellent communication, and a track record of implementing scalable CX processes, reporting tools, and continuous improvement across customer support

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