Customer Experience Manager

Kellermeyer Bergensons Services; Oceanside (CA); Remote; USD 90,000 - 115,000; Full time

Job summary

Kellermeyer Bergensons Services (KBS) is seeking a Customer Experience Manager to lead CE supervisors and staff, align operations with client expectations, and collaborate with IT to enhance support processes.

You will coach teams, monitor performance against KPIs, drive continuous improvement, and report outcomes to senior leadership while ensuring exceptional service and customer satisfaction.

Qualifications

• Minimum of five (5) years of supervisory experience managing performance and projects.
• Minimum of five (5) years of customer service management experience.
• Advanced experience with Microsoft Office, especially Excel, and other business tech applications.

Responsibilities

• Oversee Customer Experience Supervisors and staff, including account management and staffing.
• Coach CE team on objectives, set expectations, and monitor progress toward goals.
• Monitor performance metrics and provide direction to ensure defined goals.
• Collaborate with IT and HR to address issues and improve processes.
• Deliver periodic client reviews and participate in quarterly business reviews.

Skills

Leadership

People management

Interpersonal skills

Written and oral communication

Excel

Data analysis

Management reporting

Customer focus

Education

Bachelor's Degree in Business or related field

Tools

Salesforce

NetSuite

Job description

Customer Experience ManagerAbout KBSKellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals—including retail, industrial and logistics, healthcare, education, manufacturing, and more—maintain clean, efficient, and welcoming spaces that support their operations. As we continue to grow, we’re looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.If this sounds like you, then why wait, APPLY TODAY!!Position SummaryManages the successful, day-to-day operations of Customer Experience supervisors, staff, and outsourced callcenter. Works with upper management and IT to improve the department’s overall trajectory. Models solutionfocusedcustomer support. Monitors performance and provides regular constructive feedback. Engages staff inregular conversation to allow for two-way learning (learn from and provide learning to team) for the advancementof internal practices and efficiency in support of overall customer satisfaction. Drives the customer serviceexperience by measuring and analyzing performance metrics in alignment with key company objectives, centeredon exceptional service, customer retention, quality assurance, and multiple service levels. Works across departmentlines to address issue escalations and opportunities to minimize future escalations.Essential Duties and ResponsibilitiesJob responsibilities include but are not limited to:Oversee Customer Experience (CE) Supervisors and staff with regard to account management and staffing, internal processes, performance metrics, and personnel mattersResponsible for coaching, counseling, and performance management on a regular basisMotivate, mentors, and fosters the professional growth of CE Supervisors and LeadsMeet with and coach CE team on key company objectives outlined by management, including; clearly defined expectations, assigning work/tasks appropriately, and ensuring that progress toward goals/objectives is being madeProactively monitor the performance of CE team, and provide the appropriate level of direction and development necessary to ensure a high level of performance against defined/measurable goalsAssist in the interviewing and selection of new CE team members and recommend training curriculumAssess the learning curve of new CE team members, tracking progress against established checklistsServe as an example of effective leadership for the CE DepartmentWork with Information Technology (IT) administrators on system or process changes and effectively communicates changes to direct reportsManage customer issues as they arise during day-to-day operationsCollaborate with other departments to identify procedural issues and trendsWork with Human Resources on performance management issuesReview and monitor weekly client and Strategic Account Manager (SAM) reports identifying trends and taking appropriate corrective action.Monitor departmental performance reports against key performance indicators, and reports results to senior managementEnsure that all company and functional policies, as well as standard operating procedures, are adhered toReport site-level performance to senior management, and calibrate routinely to maintain quality assuranceAttend periodic meeting with client, Strategic Account Managers and Regional Vice PresidentsFacilitate new account rollout in conjunction with Strategic Account Managers and Regional Vice PresidentsFacilitate software integrations between customer portals / user interfaces and the KBS IT departmentAssist and facilitate mergers and acquisition client setupsOversee and provide input for Quarterly Business Review deck for core customersAdditional Duties and ResponsibilitiesPerform other related duties as required and assigned.Knowledge, Skills and CompetenciesKnowledge:Facilities Maintenance industryCustomer service operations and managementSkills:LeadershipTrainingManagement of peopleInterpersonal, listening, and conflict management (EQ)Stress managementWritten and oral communicationMathematical, analytical and problem-solving skillsManagement reportingMicrosoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)Competencies:Organizational and strategic agilityDecision qualityDelegationDirecting othersConflict managementDealing with ambiguityAction orientedIntegrity and trustCustomer focusPriority settingTime managementEducational Qualifications/Job Experience RequirementsExperience Required:Minimum of five (5) years of supervisory experience to include managing performance and projects and/or multiple prioritiesMinimum of five (5) year of customer service management experience Job descriptions are not intended, and should not be construed, to be exhaustive lists of all responsibilities, skills and efforts, nor are they intended to form a contractual relationship between the employee and KBS. Rather, they are intended to be accurate reflections of the principal elements of a position.Advanced experience with Microsoft Office, with an emphasis on Excel as well as experience with other business technology applications (Salesforce, NetSuite, etc.)Education:Bachelor’s Degree in Business or related fieldWorking Conditions/Physical RequirementsSchedule:Schedule varies and includes weekends or holidays as neededThe working conditions and physical environments described here are representative of those an employeeencounters while performing the essential functions of this job. Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions.Physical requirements:Extended periods of work seated at a desk; repetitive hand motions; prolonged use of computer; occasionally lift and carry up to 25 lbs.Ability to speak clearly (use of voice)Vision requirements include close vision, distance vision, moderate peripheral vision, depth perception and ability to adjust focusEnvironment:Remote OpportunityTime constraints and related pressures to complete work are highTravel: <5%KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.We participate in the E-Verify program administered by the U.S. Department of Homeland Security