Head of Customer Engagement & Experience (AI‑Driven)

CDW; Springfield (IL); On-site; USD 113,000 - 158,000; Full time

Job summary

CDW is seeking a Manager, Customer Engagement in Springfield for a senior leadership role focused on delivering outstanding customer experiences. You will guide a team of professionals, manage escalations, and drive service excellence across cloud-related offerings.

You will lead capacity planning, processes, and KPI tracking while partnering with internal teams to ensure timely, high-quality customer outcomes. A strong communication stance and cloud awareness are essential.

Qualifications

• Bachelor’s degree and 10+ years of industry experience with at least 3 years of supervisory experience.
• Strong communication skills and experience working directly with customers during escalations.
• Experience leading, managing and holding a team accountable to deliver results through customer engagements.
• Knowledge of customer engagements and escalation management.
• Understanding of public cloud infrastructure services and strategies.
• Ability to use data to improve processes and track key metrics.

Responsibilities

• Lead and provide daily oversight to team members; help the team grow and achieve their career aspirations.
• Provide guidance to team on best practices in customer experience, case management, and public cloud best practices.
• Responsible for team resource and capacity management, project leadership, cross-team collaboration as well as escalation management.
• Manage customer escalations and concerns; track customers at risk and elevate through the customer escalation process.
• Oversee and ensure the timely scheduling and execution of customer meetings, while tracking key performance metrics.
• Assist the Senior Manager in creating and implementing processes and policies for the Customer Engagement team.
• Lead recruiting efforts for open positions under the Customer Engagement team.
• Lead training programs on tool sets used in our service offerings, team processes, and role specific expectations.
• Review workflows and shadow meetings for quality control.
• Track team member performance via KPIs and scorecards, elevate issues to leadership.
• Ensure customer satisfaction as well as resolution of all service tickets within defined SLAs.
• Work with internal teams to align support efforts and provide an excellent customer experience.
• Keep up to date on the latest public cloud services and strategies.

Skills

Team leadership

Escalation management

Customer engagement

Public cloud basics

Data analytics

Communication

Education

Bachelor’s degree

Job description

CDW is seeking a Manager, Customer Engagement in Springfield for a senior leadership role focused on delivering outstanding customer experiences. You will guide a team of professionals, manage escalations, and drive service excellence across cloud-related offerings.

You will lead capacity planning, processes, and KPI tracking while partnering with internal teams to ensure timely, high-quality customer outcomes. A strong communication stance and cloud awareness are essential.