Customer Experience Leader - Onsite in Austin

Ingersoll-Rand; Austin (TX); On-site; USD 75,000 - 105,000; Full time

Job summary

Ingersoll Rand is seeking a Customer Experience Manager to lead a 7-person team in Austin, ensuring exceptional service and metric-driven performance. The role requires coaching, accountability, and hands-on leadership in a fast-paced environment.

You will drive improvement initiatives across service operations, collaborate with cross-functional teams, and maintain strong customer relationships to foster loyalty and growth.

Qualifications

• Bachelor’s degree or equivalent in a related field is required.
• 5+ years of customer service or client-facing experience.
• 3+ years of supervisory or management experience leading a customer service team.
• Proven track record of improving customer satisfaction and service processes.

Responsibilities

• Lead and develop a customer experience team, setting clear expectations and accountability to performance metrics.
• Drive strategic initiatives across service operations, including accounts receivable, process improvements, and task prioritization.
• Monitor and analyze team performance using CRM and other tools to ensure effective workload management and client engagement.
• Identify and implement process improvements to increase efficiency and enhance the customer experience.
• Serve as an escalation point for complex customer issues via phone and email.
• Review orders and invoices to ensure accuracy and completeness.
• Build and maintain strong relationships with customers, prioritizing satisfaction and long-term loyalty.
• Report on progress against strategic initiatives and operational goals.

Skills

Verbal communication

Written communication

Team leadership

Multi-channel support

Problem solving

CRM systems

Education

Bachelor’s degree in Business Administration, Communications, Management, or related field

Tools

CRM software

MS Office

Job description

Ingersoll Rand is seeking a Customer Experience Manager to lead a 7-person team in Austin, ensuring exceptional service and metric-driven performance. The role requires coaching, accountability, and hands-on leadership in a fast-paced environment.

You will drive improvement initiatives across service operations, collaborate with cross-functional teams, and maintain strong customer relationships to foster loyalty and growth.