Customer Experience Leader - Service Ops & Team Growth

Modine; Racine (WI); Hybrid; USD 98,000 - 145,000; Full time

Benefits offered by this job

Day One benefits

Employee Assistance Program

Maternity Leave

Short-term disability

Parental leave

Paternity leave

401k with company match

Life Insurance

HSA with employer contribution

Job summary

Modine Manufacturing Company in Racine, WI is seeking a Customer Service Manager to lead the department, develop strategies, and ensure exceptional service delivery aligned with business goals.

You will oversee daily operations, drive performance, coach staff, and collaborate with sales, operations, product, and IT to improve customer experiences. The role emphasizes KPI tracking, process improvements, and budget oversight within a fast-paced environment.

Qualifications

• 5+ years in customer service with 2+ years in a managerial role.
• Proven track record improving service metrics.
• Experience with Salesforce, Zendesk, or Freshdesk.
• Excellent communication and leadership skills.
• Experience leading cross-functional projects and presenting insights to senior stakeholders.
• Data-driven with KPI analysis ability.

Responsibilities

• Oversee daily operations of the customer service team, ensuring timely and effective resolution of customer inquiries and escalations.
• Develop and implement service standards, policies, and procedures to ensure consistent and high-quality customer experiences.
• Monitor KPIs such as response time, resolution rate, CSAT, and NPS.
• Recruit, train, and mentor staff, including supervisors, leads, and frontline representatives.
• Collaborate cross-functionally with sales, operations, product, and IT to improve service delivery.
• Identify process inefficiencies and lead initiatives to enhance systems and policies.
• Oversee workforce planning, scheduling, forecasting, and resource allocation.
• Manage budgets, vendor relationships, and technology tools related to customer service operations.
• Serve as the voice of the customer with leadership based on data trends.

Skills

Customer service leadership

Data-driven KPI analysis

Cross-functional collaboration

Communication skills

Problem solving

Education

Bachelor’s degree in Business/Communications

Tools

Salesforce

Zendesk

Freshdesk

Job description

Modine Manufacturing Company in Racine, WI is seeking a Customer Service Manager to lead the department, develop strategies, and ensure exceptional service delivery aligned with business goals.

You will oversee daily operations, drive performance, coach staff, and collaborate with sales, operations, product, and IT to improve customer experiences. The role emphasizes KPI tracking, process improvements, and budget oversight within a fast-paced environment.