Customer Experience Manager: Escalations & CX Excellence

Carrier; Charlotte (NC); On-site; USD 96,000 - 192,000; Full time

Benefits offered by this job

Health benefits

Retirement benefits

Paid time off

Tuition assistance

Job summary

Carrier is seeking a Customer Experience Manager in Charlotte, NC to serve as strategic advocate and escalation leader, strengthening relationships with key accounts and improving end-to-end post-sales experiences across Order Management, Customer Service, and Operations.

You will lead cross-functional meetings, drive process improvements, analyze data to identify trends, and ensure accurate documentation while supporting customer training and adoption of self-service tools.

Qualifications

• Bachelor's degree required.
• 1+ year of experience in Customer Service, Order Management, or Customer Experience.
• 2+ years of experience managing customer escalations and resolving complex issues.
• Proficiency in Microsoft Office applications: Excel, Word, PowerPoint, Outlook.
• Ability to travel through the US (25%).

Responsibilities

• Serve as escalation leader for assigned customers and internal teams, driving timely resolutions.
• Strengthen relationships with top accounts and identify opportunities to improve satisfaction and retention.
• Be the primary contact for customer communication with clear, timely updates across order and service delivery.
• Lead cross-functional meetings to align priorities and remove barriers for critical orders.
• Collaborate with Order Management, Delivery, Operations, Sales, and Service to address customer needs.
• Use data and feedback to identify trends and drive improvements in experience.
• Lead process-improvement initiatives to increase responsiveness and efficiency.
• Promote accountability and teamwork within the Order Management organization.

Skills

Customer service

Escalation management

Stakeholder communication

MS Office

Travel availability

Education

Bachelor's Degree

Tools

SAP

Salesforce

Power BI

Job description

Carrier is seeking a Customer Experience Manager in Charlotte, NC to serve as strategic advocate and escalation leader, strengthening relationships with key accounts and improving end-to-end post-sales experiences across Order Management, Customer Service, and Operations.

You will lead cross-functional meetings, drive process improvements, analyze data to identify trends, and ensure accurate documentation while supporting customer training and adoption of self-service tools.