Customer Experience Leader — Escalations & Growth

C01 Carrier Corporation; Florida; On-site; USD 96,000 - 192,000; Full time

Benefits offered by this job

Health benefits

Wellness incentives

Paid time off

Job summary

Carrier Global Corporation seeks a Customer Experience Manager to act as a strategic advocate for key accounts, strengthening the end-to-end post-sales customer experience. You will drive cross-functional alignment across Order Management, Customer Service and Operations, and lead initiatives that enhance service delivery.

The role requires communication, problem-solving, analytical, and leadership skills to resolve complex issues, improve satisfaction, and support continuous improvement efforts

Qualifications

• Bachelor's Degree and 1+ year of experience in Customer Service, Order Management, or Customer Experience.
• 2+ years managing customer escalations and delivering effective issue resolution.
• Proficiency with Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
• Ability to travel through the US 25%.

Responsibilities

• Serve as escalation leader for assigned customers and internal teams.
• Strengthen relationships with top accounts to improve satisfaction and retention.
• Lead cross-functional meetings to align priorities and resolve critical orders.
• Own end-to-end customer experience and ensure timely, professional communication.

Skills

Travel flexibility

Education

Bachelor's degree

Tools

SAP

Salesforce

Power BI

Job description

Carrier Global Corporation seeks a Customer Experience Manager to act as a strategic advocate for key accounts, strengthening the end-to-end post-sales customer experience. You will drive cross-functional alignment across Order Management, Customer Service and Operations, and lead initiatives that enhance service delivery.

The role requires communication, problem-solving, analytical, and leadership skills to resolve complex issues, improve satisfaction, and support continuous improvement efforts