Customer Experience Solutions Leader (Hybrid)
A.O. Smith
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
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
Education
Tools
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.
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