Customer Experience Leader: Escalations & Key Accounts

Carrier Global Corporation; Charlotte, Northern (NC, KY); Hybrid; USD 96,000 - 192,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Paid time off

Tuition assistance

Job summary

Carrier Global Corporation is seeking a Customer Experience Manager to lead the end-to-end post-sales experience for top accounts. You will drive cross-functional alignment with Order Management, Customer Service, Operations, and other partners, acting as the primary escalation leader and trusted customer advocate.

Travel up to 25% is required as you engage with customers across the US to resolve issues, promote self-service tools, and implement process improvements that boost satisfaction and

Qualifications

• Bachelor's Degree.
• 1+ year of experience in Customer Service, Order Management, and/or Customer Experience.
• 2+ years of managing customer escalations, resolving complex issues, and communicating with stakeholders.
• 2+ years of proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
• Ability to travel through the US 25%.

Responsibilities

• Serve as the escalation leader for assigned customers and internal teams, driving timely resolution and balanced options.
• Strengthen relationships with top customers by identifying opportunities to improve satisfaction, retention, and service experience.
• Act as the primary point of contact for customer communication with clear, timely updates across all stages of order and service delivery.
• Lead cross-functional meetings to align priorities, remove barriers, and progress critical orders and commitments.
• Partner with Order Management, Delivery, Operations, Sales, Service and others to ensure customer needs are understood and addressed.
• Use data, feedback, and process insights to identify trends and opportunities to improve customer experience.
• Support and lead process improvements to improve responsiveness, efficiency, and service consistency.
• Promote accountability and engagement by leading by example within the team.
• Identify training needs and facilitate adoption of self-service tools and portals.

Skills

Customer service

Escalations management

MS Office

Education

Bachelor's Degree

Tools

SAP

Salesforce

Power BI

Customer portals

Job description

Carrier Global Corporation is seeking a Customer Experience Manager to lead the end-to-end post-sales experience for top accounts. You will drive cross-functional alignment with Order Management, Customer Service, Operations, and other partners, acting as the primary escalation leader and trusted customer advocate.

Travel up to 25% is required as you engage with customers across the US to resolve issues, promote self-service tools, and implement process improvements that boost satisfaction and