Customer Experience Lead: Ops, CX Strategy & Improvement

Allura USA; Houston (TX); On-site; USD 90,000 - 120,000; Full time

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

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