Customer Experience & Operations Excellence Leader

Carrier; Atlanta (GA); Hybrid; USD 96,000 - 192,000; Full time

Benefits offered by this job

Health benefits

Retirement benefits

Paid time off

Disability insurance

Life insurance

Tuition assistance

Job summary

Carrier is seeking a Customer Experience & Operations Excellence Leader to translate delivery and fulfillment experiences into measurable cross-functional process improvements. You will drive root-cause investigations for late orders, missed shipments, and service disruptions, delivering best-in-class customer experience across the Americas.

The role involves a hybrid schedule at the Atlanta Digital Hub, three days in office and two remote per week, with focus on CAPA, SOPs, SLAs, and

Qualifications

• Bachelor's degree in business administration, supply chain, logistics, or engineering.
• 5+ years in logistics operations, customer experience, order fulfillment, transportation, distribution, operational excellence, process improvement, root-cause analysis, and corrective action implementation.
• 3+ years leading cross-functional process improvement and corrective action initiatives.

Responsibilities

• Analyze delivery, fulfillment, and exception trends across distribution centers and transportation carriers to identify root causes of service failures.
• Lead cross-functional root-cause investigations for late orders, missed shipments, and recurring issues.
• Build, publish, and maintain customer experience dashboards, SLAs, and action trackers.
• Coordinate CAPA with Customer Service, SIOP, Supply Planning, and DC leadership.
• Assess customer impact of operational changes on order processing, transit, and delivery timelines.
• Establish standardized escalation pathways, communication cadences, and preventive controls.
• Coordinate warehouse activities and material flow with distribution leadership.
• Document SOPs for handling, shipping, and resolving operational exceptions.
• Monitor milestones to safeguard on-time delivery commitments.

Skills

Logistics experience

Cross-functional leadership

Education

Bachelor's degree

Tools

SAP

TMS

WMS

ERP systems

Job description

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

About the job

At Carrier, we build solutions that matter for people and our planet. As the Customer Experience & Operations Excellence Leader, you will play a pivotal role in translating customer delivery and fulfillment experiences into measurable, cross-functional process improvements and sustainable corrective actions across Carrier's distribution centers and domestic transportation network. This role analyzes delivery, fulfillment, and exception trends to lead thorough root-cause investigations into late orders, missed shipments, and recurring service disruptions, ensuring a best-in-class customer experience for Climate Solutions in the Americas.

Hybrid schedule of three days in the office and two days remote per week at the Atlanta Digital Hub in Atlanta, Georgia.

Key Responsibilities

• Analyze delivery, fulfillment, and exception trends across distribution centers and transportation carriers to identify root causes of service failures.
• Lead comprehensive cross-functional root-cause investigations for late orders, missed shipments, and recurring service issues.
• Build, publish, and maintain customer experience dashboards, service level agreements (SLAs), and operational action trackers.
• Coordinate cross-functional corrective and preventive actions (CAPA) with Customer Service, SIOP, Supply Planning, and Distribution Center leadership teams.
• Assess the customer impact of operational changes, including order processing cycles, transit schedules, and order-to-delivery timelines.
• Establish and reinforce standardized escalation pathways, communication cadences, and preventive controls across the logistics network.
• Confer with logistics and distribution leadership to coordinate warehouse activities and ensure material flow optimization.
• Establish and document standard operating procedures (SOPs) for handling, shipping, and resolving operational exceptions.
• Monitor pickup, distribution, and transit milestones to safeguard on-time delivery commitments.

Minimum Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or Engineering
• 5+ years of experience in logistics operations, customer experience, order fulfillment, transportation, distribution, operational excellence, process improvement, root-cause analysis, and corrective action implementation.
• 3+ years of experience leading cross-functional process improvement and corrective action initiatives.

Preferred Qualifications

• Lean Six Sigma Green Belt or Black Belt certification.
• Hands-on experience working with enterprise Transportation Management Systems (TMS), Warehouse Management Systems (WMS), and ERP platforms such as SAP.
• Background supporting high-volume industrial distribution, climate control, or manufacturing environments.
• Demonstrated background establishing operational frameworks and self-starter initiative.

Pay Range

The annual salary for this position is between $96,000.00 - $192,000.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. The pay range will not be below the minimum wage applicable to the jurisdiction in which the applicant is to be employed.

Other Compensation

This position is entitled to short-term cash incentives, subject to plan requirements.

Benefits

Employees are eligible for benefits, including:

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives

• Retirement Benefits

• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation

• Disability: Short-term and long-term disability

• Life Insurance and Accidental Death and Dismemberment

• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account

• Tuition Assistance

To learn more about our benefits offering, please click here Work with us | Carrier Corporate. The specific benefits available to any employee may vary depending on state and local laws and eligibility factors, such as date of hire and the applicability of collective bargaining agreements.

Carrier EEO Statement and Accommodations Process

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

Application Deadline

Applications will be accepted for at least 3 days from JobPosting Date: 6 November 2026

Job Applicant's Privacy Notice

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Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.