CX Strategy & Operations Leader

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

Benefits offered by this job

Employee discount

Fitness reimbursement

Educational reimbursement

Kitchenettes

Job summary

Whirlpool Corporation is seeking a Customer Experience Strategy & Operations Manager for KitchenAid Small Appliances. You will lead CX strategy, manage the Consumer Services Contact Center relationship, and drive world-class service.

You will oversee performance governance, data-driven insights, and cross-functional collaboration to enhance the customer journey and protect the brand reputation.

Qualifications

• Bachelor's degree in Business, Operations, Communications, or related field.
• 4–5 years CX Operations, Contact Center Management, or CX Strategy experience.
• Proven leadership with cross-functional influence and SLA enforcement.

Responsibilities

• CX Strategy & Relationship Management: champion CX and govern SLAs with CX teams.
• Operational Governance: establish frameworks for performance and KPI tracking.
• Reporting & Analytics: translate feedback into actionable insights and drive improvements.
• Collaboration: partner with IT, D2C, and consumer services to forecast volumes and staffing.

Skills

CX Strategy

Operations leadership

Stakeholder influence

Analytical rigor

Communication skills

CRM systems

Data Visualization

Education

Bachelor's degree

Tools

CRM software

Data Visualization

CX Platforms

Excel

Job description

Whirlpool Corporation is seeking a Customer Experience Strategy & Operations Manager for KitchenAid Small Appliances. You will lead CX strategy, manage the Consumer Services Contact Center relationship, and drive world-class service.

You will oversee performance governance, data-driven insights, and cross-functional collaboration to enhance the customer journey and protect the brand reputation.