CX Innovation Manager: Transform Customer Journeys

Whirlpool Corporation; Benton Harbor (MI); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Whirlpool employee discount

Education reimbursement

Office space & amenities

Job summary

Whirlpool Corporation in Benton Harbor, MI, seeks a Manager, Customer Experience (CX) Innovation to modernize KitchenAid’s customer journey and shape the Consumer Services Contact Center. You will evaluate and integrate technologies such as AI, CRM platforms, and digital self-service tools to elevate customer interactions.

You will bridge KitchenAid, internal D2C teams, and our contact center partner, leading the evolution of service delivery while maintaining SLA governance and strong

Qualifications

• Bachelor’s degree required in business or related field.
• 4+ years in CX operations or contact center management.
• Proven track record with modern CX tech stacks.
• Strong cross‑functional leadership and data translation skills.

Responsibilities

• Lead CX innovation and tech synergy across platforms.
• Oversee integration of CRM, AI deflection, and omni-channel tools.
• Define governance frameworks for SLAs and metrics.
• Partner with contact center for operations and vendor leadership.

Skills

CX Operations

Contact Center Mgmt

CX Strategy

Digital Transformation

Education

Bachelor’s Degree

Tools

CCaaS

AI Deflection

CRM Platforms

Omni-channel

Job description

Whirlpool Corporation in Benton Harbor, MI, seeks a Manager, Customer Experience (CX) Innovation to modernize KitchenAid’s customer journey and shape the Consumer Services Contact Center. You will evaluate and integrate technologies such as AI, CRM platforms, and digital self-service tools to elevate customer interactions.

You will bridge KitchenAid, internal D2C teams, and our contact center partner, leading the evolution of service delivery while maintaining SLA governance and strong