Customer Experience Manager

Walpole Outdoors; Farmington (CT); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

401(k)

Life Insurance

Paid time off

Job summary

Walpole Outdoors LLC is seeking a Customer Experience Manager to lead the D&I location operations, including warehouse, installation crews, scheduling, inventory, billing, and personnel management.

You will drive a positive team culture, collaborate with Sales, and ensure projects are completed safely, on schedule, and to the customer’s satisfaction.

Qualifications

• Strong leadership and team-building abilities.
• Excellent communication with a customer-focused mindset.
• Ability to juggle multiple priorities, schedules and projects.
• Proficiency with computers and ERP systems; scheduling software experience.
• Knowledge of warehouse operations, inventory management, and installation services.

Responsibilities

• Oversee daily D&I operations, including scheduling, installations, and large projects.
• Manage installation crew staffing, scheduling, training, and performance to ensure safety and quality.
• Review orders for accuracy and feasibility; provide feedback to Sales as needed.
• Oversee warehouse or yard operations, inventory, and vehicles/equipment maintenance.
• Ensure a positive customer experience from order handoff to installation and resolution of concerns.
• Oversee branch billing and job closeout processes to ensure accurate invoicing and documentation.
• Supervise hiring, training, scheduling, performance management, HR, and safety for D&I personnel.

Skills

Leadership

Organizational skills

Problem solving

Customer focus

Multi-priority management

ERP systems

Scheduling software

Warehouse operations

Inventory management

People management

Tools

ERP systems

Scheduling software

Job description

Description

The Customer Experience Manager is responsible for overseeing the daily operations of a Delivery & Installation (D&I) location, including warehouse and yard operations, installation crews, scheduling, branch billing, inventory, and personnel management. This position ensures that all operational functions work together efficiently to deliver exceptional customer experience, maintain high standards of quality and service, and support the overall success of the branch.

The Customer Experience Manager provides hands‑on leadership, develops and supports a positive, accountable, can‑do team culture, and works collaboratively with Sales and other departments to ensure projects are completed safely, accurately, on schedule, and to the customer's satisfaction.

Requirements

Operations & Installation Management

• Oversee daily D&I operations, including scheduling selections, installations, and large projects.
• Manage installation crew staffing, scheduling, training, and performance to ensure jobs are completed safely, efficiently, and to Walpole Outdoors' quality and service standards.
• Review and approve new orders for accuracy and operational feasibility; provide feedback to Sales as needed.

Warehouse, Fleet & Inventory

• Manage warehouse and/or storage yard operations, inventory, company vehicles, and equipment, ensuring organization, accuracy, and proper maintenance.

Customer Experience & Showroom

• Ensure a positive customer experience from order handoff through installation and resolution of customer concerns.
• Support showroom operations through regular maintenance and upkeep of interior and exterior displays.

Branch Administration & Billing

• Oversee branch billing and job closeout processes to ensure accurate, timely invoicing and proper documentation.

Personnel & Safety Management

• Oversee hiring, training, scheduling, performance management, HR matters, and safety compliance for D&I personnel.
• Foster a positive, accountable, team-oriented culture focused on operational excellence and customer satisfaction.
• Perform other duties as assigned.

Skills and Qualifications

• Strong leadership, organizational, and problem-solving skills.
• Excellent communication and interpersonal skills with a customer-focused mindset.
• Ability to manage multiple priorities, schedules, and projects effectively.
• Proficiency with computers, ERP systems, and scheduling software.
• Working knowledge of warehouse operations, inventory management, installation services, and light construction practices.
• Experience in hiring, training, scheduling, and managing employees, with the ability to foster a positive, accountable team environment.

Benefits:

• Health, Dental, Vision & Disability insurance
• 401(k)
• Life Insurance
• Paid time off

Walpole Outdoors is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.