Customer Experience Leader: Strategy, Ops & Growth

Elementiamateriales; Houston (TX); Hybrid; USD 90,000 - 100,000; Full time

Job summary

Elementiamateriales in Houston, TX seeks a Customer Experience Manager to lead the team, optimize order support, and drive superior service. You will coordinate with Sales, Production, Logistics, and IT to align customer expectations with business goals.

The role emphasizes process improvement, reporting, and escalations management, with a strong focus on customer communications and cross-functional collaboration across the organization.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain, Operations, or related field preferred.
• 7+ years of experience in customer service, customer experience, operations, or order management.
• 4+ years of leadership experience managing customer service or support teams.
• Experience using data, reporting tools, and cross-functional collaboration.
• Experience with ERP systems; SAP experience preferred.

Responsibilities

• Lead the Customer Experience team to ensure service delivery and accountability.
• Oversee daily Customer Experience operations, inquiries, and escalations.
• Partner with Sales, Logistics, Production, and Finance to resolve complex issues.
• Develop scalable processes and reporting; strengthen project visibility.
• Coordinate customer communications for changes, price adjustments, and updates.
• Maintain SOPs, templates, and documentation to ensure consistency.

Skills

Leadership

Customer service

Cross-functional collab

ERP systems

Power BI

CRM systems

Process improvement

B2B support

Communication

Education

Bachelor’s degree in Business Administration, Supply Chain, Operations, Communications, or related field

Tools

SAP

Smartsheet

CRM systems

Power BI

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Experience Manager

Full Time Management Houston, TX, US

30+ days ago Requisition ID: 1729

Manufacture a Career Built to Last!

About Us

Backed by more than 70 years of experience in the building materials industry, Allura USA, part of the Elementia family of companies, has built its reputation by Making the Material Difference. We manufacture and distribute a comprehensive portfolio of high-performance fiber cement exterior products, including lap, panels, soffits, shakes, and trim solutions that support residential and commercial projects.

Through trusted products, experienced teams, and a commitment to operational excellence, we focus on delivering the right materials to the right place at the right time while meeting the evolving needs of our customers and the construction industry.

At Allura, our people make the difference. Our culture is built on collaboration, accountability, innovation, and continuous growth. We value the diverse experiences and perspectives our employees bring and encourage every team member to share ideas, solve challenges, and contribute to our success. Whether you are starting your career or bringing years of expertise, Allura provides opportunities to develop your skills, advance your career, and make a meaningful impact. Join us and be part of a team that is Making the Material Difference for our customers, our communities, and one another.

Position Summary

Allura USA is seeking a Customer Experience Managerin Houston, TX to lead customer support, order assistance, and service improvement. This role develops the Customer Experience team, resolves complex issues with cross-functional partners, and oversees customer communications and multifamily project support.

What You Will Do

• Lead, coach, and develop the Customer Experience team; set service standards, priorities, and performance expectations.
• Oversee daily inquiries, order support, shared inboxes, service requests, and customer escalations through phone, email, portals, and ERP systems.
• Partner across departments to resolve order, delivery, availability, pricing, and warranty concerns; identify recurring issues and corrective actions.
• Coordinate clear, timely customer communications about pricing, products, lead times, and operational changes.
• Oversee customer support and project tracking for Build With Allura and multifamily programs, including contract and pricing coordination.
• Develop SOPs, training, reporting, dashboards, and scalable workflows that improve accuracy, response times, and visibility.

What You Will Bring

• 7+ years of experience in customer service, customer experience, order management, operations, or a related function, including 4+ years leading a support team.
• Experience managing escalations, resolving issues across departments, and improving service processes and team performance.
• Strong written communication, sound judgment, analytical skills, and the ability to manage competing priorities.
• Experience developing SOPs, training materials, customer communications, and performance reports.
• Proficiency in Microsoft Office, especially Excel, and experience with ERP systems; SAP preferred.
• Experience in manufacturing, building materials, distribution, or B2B service preferred; exposure to multifamily, builder, dealer, or distributor programs is a plus.
• Bachelor’s degree in business, supply chain, operations, communications, or a related field preferred.

What We Offer

Allura offers a comprehensive benefits package that includes:

• Medical plans with PPO and high-deductible plan options
• Dental and vision coverage
• Life insurance
• Short-term and long-term disability coverage
• 401(k) plan with company matching contributions
• Competitive paid vacation and company holidays

Join Our Team

If you are ready to bring your experience to an organization serving the evolving construction and building-materials industry, we encourage you to apply and build your future with Allura.

Allura is an equal employment opportunity employer. We consider qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

Reasonable accommodations are available to qualified individuals with disabilities throughout the application and hiring process.