Customer Experience Leader: Strategy, Ops & Growth

Elementiamateriales; Houston, Northern (TX, KY); 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

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.