Customer Resolution Leader - Disputes & CX Strategy

Airgas; Tulsa (OK); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) matching

Tuition assistance

Paid holidays

Paid time off

Job summary

Airgas is hiring a Customer Resolution Manager to lead a regional team of CX Supervisors and Customer Experience Specialists in Tulsa, OK. You will drive dispute management, root-cause analysis, and rapid resolution while partnering with the AR Manager and field operations to improve customer experience and retention.

You will report to CX leadership, coaching a high-performing team, and presenting metrics to executives. A strong background in customer service and strategic planning is required.

Qualifications

• Bachelor’s degree in business management, marketing or related field.
• 5+ years in roles leading Back Office functions and/or Customer Service for multi-unit operations.
• 3+ years motivating and leading high-performing teams.

Responsibilities

• Lead and oversee regional dispute resolution team, coaching CX Supervisors and Specialists.
• Serve as primary liaison between regional dispute team and Central Division BSC.
• Communicate strategies, goals and status to senior executives on dispute metrics and trends.
• Collaborate with AR Manager and field operations to address root causes and streamline resolution.

Skills

Leadership

Dispute resolution

Customer service

Strategic planning

Communication

Education

Bachelor's degree in business management or related field

Tools

SAP

Google Suite

Microsoft Office

Job description

Airgas is hiring a Customer Resolution Manager to lead a regional team of CX Supervisors and Customer Experience Specialists in Tulsa, OK. You will drive dispute management, root-cause analysis, and rapid resolution while partnering with the AR Manager and field operations to improve customer experience and retention.

You will report to CX leadership, coaching a high-performing team, and presenting metrics to executives. A strong background in customer service and strategic planning is required.