Customer Experience Manager — Escalations Leader (Travel)

Carrier Global Corporation; Florida; On-site; USD 96,000 - 192,000; Full time

Benefits offered by this job

Health Care Benefits: Medical, Dental,

Job summary

Carrier Global Corporation is seeking a Customer Experience Manager to act as a strategic customer advocate and escalation leader. You will strengthen relationships with key accounts, improve the end-to-end post-sales experience, and drive cross-functional alignment across Order Management, Customer Service, Operations and other partners.

The role requires strong communication, problem-solving, analytical abilities, and leadership skills to resolve complex issues, drive continuous improvement,

Qualifications

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

Responsibilities

• Act as escalation leader for assigned customers and internal teams.
• Strengthen relationships with top customer accounts to improve satisfaction and retention.
• Serve as primary point of contact for customer communications across order and service delivery.
• Lead cross-functional meetings to align priorities and resolve issues on critical orders.
• Collaborate with Order Management, Delivery, Operations, Sales and Service to address customer needs.
• Use data and feedback to identify trends, root causes, and improvement opportunities.
• Lead process improvements to increase responsiveness and efficiency.
• Promote accountability and engagement within the team and with stakeholders.
• Identify training needs and facilitate adoption of self-service tools and portals.

Skills

Communication

Problem-solving

Analytical thinking

Leadership

Cross-functional collaboration

Education

Bachelor's Degree

Tools

SAP

Salesforce

Power BI

Customer portals

Job description

Carrier Global Corporation is seeking a Customer Experience Manager to act as a strategic customer advocate and escalation leader. You will strengthen relationships with key accounts, improve the end-to-end post-sales experience, and drive cross-functional alignment across Order Management, Customer Service, Operations and other partners.

The role requires strong communication, problem-solving, analytical abilities, and leadership skills to resolve complex issues, drive continuous improvement,