Customer Experience Platform Lead

A.O. Smith; Ashland City (TN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical and dental insurance

Life insurance

Retirement plan

Disability programs

Tuition assistance

Job summary

A.O. Smith is seeking a Customer Service Solutions Manager to lead strategy, modernization, and optimization of customer service technologies and engagement platforms, guiding a high-performing team across contact center systems and omnichannel solutions.

This role partners with IT, Engineering, Warranty, and Operations to improve customer experience, drive digital transformations, and ensure platforms meet business needs while delivering measurable service improvements.

Qualifications

• Bachelor's degree in a related field.
• 6+ years leading customer service or contact center teams.
• 5+ years managing customer service technology platforms such as Salesforce, Five9, Genesys, NICE, Amazon Connect, Zendesk or similar.
• Experience leading customer service technology implementations or digital transformation initiatives.
• Experience partnering with IT teams to implement customer service systems, integrations, workflow automation, and omnichannel solutions.
• Strong understanding of contact center operations and customer engagement technologies.

Responsibilities

• Lead strategy, management, and optimization of customer service and contact center technologies.
• Own customer experience solutions across multiple channels.
• Manage a team of technical support professionals focused on call center operations and analytics.
• Partner with IT to design and maintain system integrations, workflow automation, and platform enhancements.
• Oversee call routing design, customer journey optimization, and service channel performance.

Skills

Leadership

Communication

People management

Cross-functional collaboration

Stakeholder alignment

Education

Bachelor's Degree in related field

6+ years leading customer service or contact center teams

5+ years managing customer service technology platforms (Salesforce, Five9, Genesys, NICE, Amazon Connect, Zendesk)

Experience leading technology implementations and digital transformations

Job description

A.O. Smith is seeking a Customer Service Solutions Manager to lead strategy, modernization, and optimization of customer service technologies and engagement platforms, guiding a high-performing team across contact center systems and omnichannel solutions.

This role partners with IT, Engineering, Warranty, and Operations to improve customer experience, drive digital transformations, and ensure platforms meet business needs while delivering measurable service improvements.