Customer Experience Manager, DTC Leader

Dal-Tile LLC; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Company Match on 401k

Employee Purchase Discount

Tuition Reimbursement

Job summary

Dal-Tile LLC, a unit of Mohawk Industries, seeks a Manager Customer Experience - DTC to lead a customer experience team and advance premier service aligned with company goals. The role emphasizes customer focus, process simplification, and people development.

The position requires 6–8 years of experience with 1–3 years in management, and a Bachelor’s degree or equivalent. In-office work five days a week in Dallas, TX is expected.

Qualifications

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

Responsibilities

• Review and interpret performance against customer service standards; report to subordinates and approve changes in plans; present reports on team and 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 and develop value-added processes.
• Identify deficiencies, develop solutions, and implement actions to resolve problems and ensure customer satisfaction.
• Provide input on resources and costs of the team to ensure operations within budget and productivity standards.
• Be the service leader and customer advocate for Mohawk Industries Customer Service.
• Provide information and insight into staffing, financial, and productivity reports for management reporting (KPIs).
• Perform other duties as needed.

Skills

Customer service

Team leadership

Communication

Problem solving

MS Office

Education

Bachelor's degree in related field

Tools

Microsoft Office

CRM software

Job description

Dal-Tile LLC, a unit of Mohawk Industries, seeks a Manager Customer Experience - DTC to lead a customer experience team and advance premier service aligned with company goals. The role emphasizes customer focus, process simplification, and people development.

The position requires 6–8 years of experience with 1–3 years in management, and a Bachelor’s degree or equivalent. In-office work five days a week in Dallas, TX is expected.