Customer Experience Strategy & Operations Manager, US KASA

Whirlpool, Inc.; Benton Harbor (MI); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Generous benefits package

Employee discounts

Work from Anywhere for two weeks

Sabbatical leave after five years

Job summary

Whirlpool, Inc. seeks a Customer Experience Strategy & Operations Manager to lead KitchenAid's CX strategy. This role involves ensuring alignment with organizational goals and driving excellence throughout the consumer journey.

Key responsibilities include managing the CX strategy implementation, leading relationships with contact center partners, and delivering performance insights. Candidates should possess a Bachelor’s degree and 4–5 years of CX Operations experience.

Qualifications

• 4–5 years of experience in CX Operations or Contact Center Management.
• Strong cross-functional influence and management skills.
• Exceptional written and oral communication skills.

Responsibilities

• Lead the delivery of KitchenAid’s CX strategy.
• Establish performance frameworks and track metrics.
• Manage high-priority customer escalations.

Skills

Customer Experience Management

Performance Metrics Tracking

Analytical Skills

Coaching and Development

Education

Bachelor’s degree in Business, Operations, Communications, or related field

Tools

CRM Software

Data Visualization Tools

Job description

Job Summary

Customer Experience (CX) Strategy & Operations Manager will lead the delivery of KitchenAid’s CX strategy, ensuring alignment with organizational objectives and driving a culture of excellence across the entire consumer journey.

Responsibilities

1. CX Strategy & Relationship Management
   
   
   
   • Brand Advocacy: Serve as the CX champion, fostering a culture of exceptional service across all business functions.
   
   
   • CxC Leadership: Lead the relationship with our contact center partner, inspiring the team to meet and exceed world‑class CX standards.
   
   
   • Operational Governance: Establish a performance framework to track CxC metrics, ensuring all Service Level Agreements (SLAs) are consistently met.
   
   
   • Strategic Rituals:
     
     
     
     • Daily: Tactical pulse checks (SLAs and deflection monitoring).
     
     
     • Weekly: Performance reviews, roadblock removal, and coaching on mitigation rates.
     
     
     • Monthly: Business reviews (MBRs) focusing on volume optimization and KPI trends.
     
     
     • Quarterly: Top‑to‑Top sessions for roadmap alignment and executive confidence.
     
     
     
     
   
   
   
   


2. Operational Excellence & Insights
   
   
   
   • Continuous Improvement: Partner with the CxC to drive operational efficiency, team growth, and process refinement.
   
   
   • Closed‑Feedback Loop: Own the framework for transforming customer data into actionable insights, sharing findings across the business to drive change.
   
   
   • Forecasting & Planning: Collaborate with D2C and Consumer Services teams to manage contact volume forecasting and ensure proactive staffing levels.
   
   
   • Escalation Management: Work directly with the CxC team to resolve high‑priority customer escalations.
   
   
   
   


3. Performance Reporting & Innovation
   
   
   
   • CX Analytics: Analyze feedback and identify trends/pain points to improve the customer journey.
   
   
   • Technical Synergy: Work with IT and D2C teams to ensure system requirements support the CX strategy and enhance interactions.
   
   
   • Specialized Reporting: Deliver data‑driven insights on:
     
     
     
     • Product Quality Signals: Identifying hardware/software malfunctions or recurring defects.
     
     
     • Unintended Use Cases: Reporting off‑label product usage by consumers.
     
     
     • UX Friction: Identifying UI elements or features causing high contact volume.
     
     
     • Returns Classification: Differentiation of returns needing credits issued vs other non‑credit returns.
     
     
     
     
   
   
   
   

Minimum Requirements

• Bachelor’s degree in Business, Operations, Communications, or a related field.


• 4–5 years of direct experience in Customer Experience (CX) Operations, Contact Center Management, or Customer Service Strategy.

Preferred Skills & Experiences

• 7+ years of broader experience in a CX Strategy or Operations role, ideally within the consumer goods or D2C space.


• Proven track record in a Customer Service leadership or CX Operations role, including tracking performance metrics and enforcing SLAs.


• Strong cross‑functional influence and people management skills, with a heavy emphasis on coaching and development.


• Advanced analytical skills with the ability to translate complex data into clear strategic and actionable recommendations.


• Exceptional written and oral communication skills; ability to influence stakeholders at all levels.


• Advanced computer and systems skills (CRM, Data Visualization, and CX Platforms).


• Creative problem‑solving; ability to work autonomously and make confident, independent decisions in a fast‑paced environment.

Benefits

• Generous benefits package, Whirlpool employee discount, fitness & educational reimbursement programs, kitchenettes, and more.


• Always On Flexibility – You will have the autonomy to manage personal, family, and outside‑of‑work commitments as needed.


• Two‑Week Work from Anywhere – Minimum of one‑week increments for a total of two weeks per year.


• Sabbatical – Four weeks paid leave after every five years of service.

Equal Employment Opportunity

Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.