Customer Experience Leader & Builder

Daltile; Dallas (TX); On-site; USD 85,000 - 110,000; Full time

Job summary

Daltile is seeking a Manager Customer Experience - Builder to lead a customer service team, drive premier service, and support company goals around customer focus, simplification, and reinvestment in people. This is a first-level management role overseeing day-to-day activities and initiatives to improve customer satisfaction.

In-office role based in Dallas, reports to senior leadership, and collaborates cross-functionally to design processes, monitor KPIs, and implement improvements.

Qualifications

• Bachelor’s degree or equivalent education/experience required.
• 6-8 years relevant experience or equivalent education/experience.
• 1-3 years of management experience.
• Previous customer service experience required.

Responsibilities

• Review performance against customer service standards and report findings.
• Design and implement improved service processes with related teams.
• Partner cross-functionally to resolve issues and add value to service departments.
• Identify deficiencies, develop solutions, and implement actions.
• Provide staffing and cost input to maintain budget and productivity.
• Be the service leader and customer advocate for the company.
• Prepare management reports on KPIs, staffing, and productivity.
• Perform other duties as needed.

Skills

Team leadership

Customer service

KPIs reporting

Process improvement

Education

Bachelor’s degree in a related field or equivalent education and/or experience

Job description

Daltile is seeking a Manager Customer Experience - Builder to lead a customer service team, drive premier service, and support company goals around customer focus, simplification, and reinvestment in people. This is a first-level management role overseeing day-to-day activities and initiatives to improve customer satisfaction.

In-office role based in Dallas, reports to senior leadership, and collaborates cross-functionally to design processes, monitor KPIs, and implement improvements.