Customer Experience Manager

Guardian Glass; Auburn Hills (MI); On-site; USD 70,000 - 100,000; Full time

Job summary

Guardian Industries is seeking a Customer Experience Manager to lead the Auburn Hills-based Customer Account team onsite. The role requires strong leadership, a customer-centric mindset, and performance-driven management to advance company goals.

The ideal candidate will oversee customer accounts, escalate complex issues, and drive improvements in service levels while coordinating with other departments to align with the Commercial Vision. Domestic and international travel up to 10% is required.

Qualifications

• Experience in a customer account management role or supervisory experience.
• Experience adhering to service and delivery deadlines.
• Experience managing competing priorities in a fast-paced environment.
• Experience working with CRM and ERP systems.
• Willingness and ability to travel up to 10%, including both domestic and international travel.

Responsibilities

• Provide direction, mentorship, and support to the Customer Account team.
• Oversee management of customer accounts and satisfaction.
• Escalate complex customer issues as needed.
• Track and analyze team performance metrics to meet targets.
• Prepare reports on team activities and feedback.
• Implement best practices to streamline operations.
• Coach and develop employees.
• Collaborate with other departments to align strategies.
• Lead commercial transformation efforts.
• Drive alignment with the Commercial Vision.

Skills

Account management

Supervisory experience

CRM systems

ERP systems

Travel readiness

Education

Bachelor’s degree

Tools

CRM software

ERP software

Job description

Guardian Industries is looking for a Customer Experience Manager to join our team in Auburn Hills, MI!

The ideal candidate will possess strong leadership skills, a customer‑centric mindset, and the ability to drive team performance to achieve company goals.

This is an onsite role.

Applicants must be authorized to work in the United States without employer sponsorship now or at any time in the future. This position is not eligible for work visa sponsorship.

What You Will Do

• Provide direction, mentorship, and support to the Customer Account team while fostering a positive and productive work environment
• Oversee the management of customer accounts, ensuring high levels of customer satisfaction
• Act as an escalation point for complex or unresolved customer issues
• Track and analyze team performance metrics to ensure targets are met or exceeded
• Prepare regular reports on team activities, customer feedback, and performance results
• Implement best practices and innovative solutions to streamline operations
• Provide ongoing coaching and feedback to support employee growth and performance
• Work closely with other departments to align customer account strategies with overall business objectives
• Engage and lead commercial transformation efforts and process implementation
• Drive alignment between the customer account team and the Commercial Vision

Who You Are (Basic Qualifications)

• Experience in a customer account management role or supervisory experience
• Experience adhering to service and delivery deadlines
• Experience managing competing priorities in a fast‑paced environment
• Experience working with CRM and ERP systems
• Willingness and ability to travel up to 10%, including both domestic and international travel

What Will Put You Ahead

• Bachelor’s Degree or equivalent experience in Customer Service, Account Management, or Supply Chain
• Advanced analytical skills to prepare/analyze databases and spreadsheets to make business decisions and recommendations to senior leadership

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here .

Who We Are

As a Koch company, Guardian Industries makes products that improve the quality of life. From glass that dramatically reduces energy usage and increases comfort in buildings, to automotive parts that enhance connectivity, we have a relentless focus on making better products and developing better solutions for our customers.

At Koch, employees are empowered to do what they do best to make life better. Learn how ourbusiness philosophy helps employees unleash their potential while creating value for themselves and the company.

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify.