Customer Experience Manager - Data-Driven Leader

Larson-Juhl; Duluth (GA); On-site; USD 80,000 - 90,000; Full time

Job summary

Larson-Juhl in Duluth, GA is seeking a Customer Service Manager to lead the CS team, drive service performance, and deliver data-driven decisions. You will oversee workforce planning, coaching, and cross-functional collaboration to achieve department targets and continuous improvement.

The role emphasizes strong leadership, reporting, and use of CRM and data tools to optimize customer experience and outcomes. On-site work in Duluth, GA with competitive compensation.

Qualifications

• 5+ years of progressive customer service leadership with people management.
• Experience managing remote, hybrid, or dispersed teams.
• Proven KPI-driven leadership with accountability for service levels and quality.
• Experience building forecasts, labor plans, budgets, and reporting.
• Experience with service recovery and continuous improvement initiatives.
• Experience implementing automation or self-service in CS environments.

Responsibilities

• Lead the Customer Service team to meet service level, quality, and productivity goals.
• Oversee workforce scheduling, labor utilization, and forecasting.
• Produce timely reports on department performance and KPIs for leadership.
• Monitor trends, identify root causes, and drive improvement actions.
• Drive continuous improvement and optimization of call center operations.

Skills

Customer service leadership

KPI management

People management

Workforce forecasting

Data analysis

Cross-functional collaboration

Tools

Five9

Microsoft Dynamics CRM

Power BI

Microsoft Office

Job description

Larson-Juhl in Duluth, GA is seeking a Customer Service Manager to lead the CS team, drive service performance, and deliver data-driven decisions. You will oversee workforce planning, coaching, and cross-functional collaboration to achieve department targets and continuous improvement.

The role emphasizes strong leadership, reporting, and use of CRM and data tools to optimize customer experience and outcomes. On-site work in Duluth, GA with competitive compensation.