Customer Experience Technology Manager

A. O. Smith Corporation; Ashland City (TN); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

A. O. Smith Corporation seeks a Customer Service Solutions Manager to lead strategy, modernization, and governance of customer service technologies. You will oversee a high-performing team and align initiatives with IT, Warranty, and Operations.

The role focuses on improving contact center systems, omnichannel support, workflow automation, and data-driven quality improvements, delivering a superior customer experience across channels.

Qualifications

• Bachelor's Degree in related field.
• 6+ years leading customer service, contact center, or CX ops.
• 5+ years hands-on managing customer service tech platforms.
• Experience partnering with IT for integrations and automation.
• Strong knowledge of contact center operations and CX technologies.
• Experience with omnichannel tools (webchat, SMS, AI self-service).
• Excellent written and verbal communication.
• People-oriented management experience.

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 focusing on call center operations.
• Partner with IT to design integrations, workflow automation, routing, and platform enhancements.
• Oversee call routing design and customer journey optimization.
• Align department with company culture and strategic programs.
• Provide leadership, accountability, and team development.
• Plan capacity and workforce forecasts for staffing.

Skills

Leadership

Strategy development

Communication

Stakeholder collaboration

Forecasting / Workforce management

Problem solving

Education

Bachelor's Degree in related field

Tools

Salesforce

Five9

Genesys

NICE

Amazon Connect

Zendesk

Job description

A. O. Smith Corporation seeks a Customer Service Solutions Manager to lead strategy, modernization, and governance of customer service technologies. You will oversee a high-performing team and align initiatives with IT, Warranty, and Operations.

The role focuses on improving contact center systems, omnichannel support, workflow automation, and data-driven quality improvements, delivering a superior customer experience across channels.