Customer Experience Solutions Leader (Hybrid)

A.O. Smith; Ashland City (TN); Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Medical and dental insurance

Retirement savings plan

Short- and long-term disability

Tuition assistance

Job summary

A. O. Smith in Ashland City, TN, seeks a Customer Service Solutions Manager to lead strategy and modernization of customer service technologies across contact centers and omnichannel channels.

You will guide a technical support team, partner with IT and operations, and drive improvements in routing, automation, analytics, and customer journeys to deliver superior experiences.

The role emphasizes leadership and process improvement, with hybrid work options and a comprehensive benefits package.

Qualifications

• Bachelor's degree or related field required.
• 6+ years leading/supervising customer service/ contact center/ CX operations.
• 5+ years hands-on experience with customer service technology platforms (CRM/Engagement).
• Experience leading technology implementations, system enhancements, or digital transformations.
• Partner with IT to implement systems, integrations, workflow automation, routing, and omnichannel support.

Responsibilities

• Lead the strategy, management, and optimization of customer service technologies.
• Own customer experience solutions across channels and campaigns.
• Manage a team focused on call center operations, training, quality, analytics, and continuous improvement.
• Collaborate with IT for integrations, workflow automation, routing, and platform enhancements.
• Oversee budget, staffing, and long-range capacity planning.
• Align department goals with company culture and multi-year strategy.

Skills

Customer service leadership

Contact center operations

CRM integrations

Workforce management

Quality program

Talent acquisition

Budgeting

Education

Bachelor's degree in related field

Tools

Salesforce

Five9

Genesys

NICE

Amazon Connect

Zendesk

Job description

A. O. Smith in Ashland City, TN, seeks a Customer Service Solutions Manager to lead strategy and modernization of customer service technologies across contact centers and omnichannel channels.

You will guide a technical support team, partner with IT and operations, and drive improvements in routing, automation, analytics, and customer journeys to deliver superior experiences.

The role emphasizes leadership and process improvement, with hybrid work options and a comprehensive benefits package.