Customer Experience Manager, DTC — Lead Service Excellence

Dal-Tile Distribution, Inc.; Dallas (TX); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

401k match

Employee discount

Tuition reimbursement

Job summary

Dal-Tile Distribution, Inc. in Dallas is seeking a Manager Customer Experience - DTC to lead a customer service team, drive initiatives that improve customer focus, and support company goals of simplification and reinvestment in people.

The role oversees day-to-day activities of the customer experience team, develops customer-centric programs, and drives continuous improvement across service processes. Strong leadership and communication skills are essential.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 6-8 years of relevant customer service or operations experience.
• 1-3 years of management experience.
• Previous customer service experience required.

Responsibilities

• Review and interpret performance against customer service standards; report results and approve changes in plans; present reports on team performance.
• Participate in design and implementation of improved processes and policies for service departments.
• Partner cross-functionally with necessary functions to resolve service-related issues.
• Identify deficiencies, develop solutions, and implement steps to resolve problems and ensure customer satisfaction.
• Provide input on resources and costs to ensure departmental operations within budget and efficiency standards.
• Be the service leader and customer advocate for Mohawk Industries Customer Service.
• Provide information and insight into staffing, financial, statistical, and productivity reports for management reporting (KPIs).
• Perform other duties as needed.

Skills

Leadership

Customer focus

Communication

Problem solving

Team management

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

CRM systems

Job description

Dal-Tile Distribution, Inc. in Dallas is seeking a Manager Customer Experience - DTC to lead a customer service team, drive initiatives that improve customer focus, and support company goals of simplification and reinvestment in people.

The role oversees day-to-day activities of the customer experience team, develops customer-centric programs, and drives continuous improvement across service processes. Strong leadership and communication skills are essential.