Customer Experience Solutions Lead – Hybrid

A. O. Smith Corp.; Tennessee; Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical and dental insurance

Company-sponsored life insurance

Retirement savings plan

Disability programs

Tuition assistance

Hybrid work model

Job summary

A. O. Smith Corp.

in the United States is seeking a Customer Service Solutions Manager to lead strategy, modernization, and optimization of customer service technologies and engagement platforms. You will drive improvements in contact center systems, routing, automation, and omnichannel support, partnering with IT, warranty, and operations for a superior customer experience. The role focuses on technology implementation, process improvements, and cross-functional collaboration to enable

Qualifications

• Bachelor's degree in a related field.
• 6+ years leading/supervising customer service, contact center, or CX ops.
• 5+ years hands-on experience managing customer service technology platforms (Salesforce, Five9, Genesys, NICE, Amazon Connect, Zendesk).
• Proven experience implementing customer service tech projects and digital transformations.
• Experience partnering with IT for integrations, automation, and omnichannel solutions.
• Strong knowledge of contact center operations and workforce management.
• Excellent written and oral communication and presentation skills.
• People-oriented management experience.

Responsibilities

• Lead strategy, management, and optimization of customer service and contact center technologies.
• Own customer experience solutions across channels.
• Manage a team of technical support professionals focusing on call center ops, training, quality, analytics, and improvement.
• Partner with IT to design, implement, and maintain integrations and automation.
• Oversee call routing design and customer journey optimization.
• Align department with company culture and multi-year strategy.
• Provide leadership, mentorship, and ensure collaborative work.
• Oversee workforce management capacity planning and forecasting.
• Guide a call center quality program and drive data-driven improvements.
• Oversee talent acquisition and onboarding with HR collaboration.
• Budget management and cost optimization; merit and bonus recommendations.
• Ensure compliance with policies and laws.

Skills

Leadership / People management

Communication skills

Project / Change management

Cross-functional collaboration

Strategic thinking

Education

Bachelor's Degree in related field

Tools

Salesforce

Five9

Genesys

NICE

Amazon Connect

Zendesk

Job description

A. O. Smith Corp.

in the United States is seeking a Customer Service Solutions Manager to lead strategy, modernization, and optimization of customer service technologies and engagement platforms. You will drive improvements in contact center systems, routing, automation, and omnichannel support, partnering with IT, warranty, and operations for a superior customer experience. The role focuses on technology implementation, process improvements, and cross-functional collaboration to enable