Customer Experience Manager - Hybrid, KPI Focus

Rheem Manufacturing Company; Montgomery (AL); Hybrid; USD 84,000 - 155,000; Full time

Job summary

Rheem Manufacturing Company in Montgomery, AL seeks a Manager, Customer Experience to lead a Customer Service team across Rheem North America. The role blends in-office leadership with remote Fridays, guiding strategy, KPIs and escalations for complex issues.

Ideal candidates have a business-related degree and 7+ years in CX or call-center operations, with ERP experience (Oracle/AS400) and strong communication skills. Join a company advancing service excellence and sustainability.

Qualifications

• Bachelor’s Degree in Business, Statistics, Economics, or related field
• 7+ years’ experience in customer service or call center operations
• Experience supervising others
• Experience with ERP programs such as Oracle or AS400 and Order Management Systems
• Excellent written and verbal communication with attention to detail
• Proficient MS Office skills
• Understanding of scheduling, coaching and process execution
• Ability to work in a matrix team environment
• Ability to present information and respond to questions

Responsibilities

• Lead and develop a high-performing customer experience team
• Drive CX strategy, processes and initiatives to improve loyalty and performance
• Monitor KPIs such as service levels, quality, response times and CSAT
• Manage escalations and partner with cross-functional teams for resolutions
• Analyze feedback and data to identify process improvements
• Collaborate with Sales, Operations, IT, Marketing and Product Management
• Establish and maintain customer service standards and policies
• Lead workforce planning, staffing, training and performance management
• Champion continuous improvement via technology and automation
• Oversee projects, communications and change management
• Provide reporting and action plans to improve outcomes
• Foster a customer-centric culture with accountability

Skills

Leadership & coaching

Communication skills

Cross-functional collaboration

Problem solving

Process improvement

Analytical thinking

Team management

Supply chain understanding

Education

Bachelor's Degree in Business, Statistics, Economics, or related field

Tools

Oracle ERP

AS/400

Order Management Systems

Job description

Rheem Manufacturing Company in Montgomery, AL seeks a Manager, Customer Experience to lead a Customer Service team across Rheem North America. The role blends in-office leadership with remote Fridays, guiding strategy, KPIs and escalations for complex issues.

Ideal candidates have a business-related degree and 7+ years in CX or call-center operations, with ERP experience (Oracle/AS400) and strong communication skills. Join a company advancing service excellence and sustainability.