Head of Customer Experience (Hybrid)

Rheem Manufacturing Company; O’Fallon (MO); Hybrid; USD 84,000 - 155,000; Full time

Job summary

The Manager, Customer Experience at Rheem Manufacturing Company oversees the division's Customer Service Professionals and guides service delivery for internal and external customers on complex issues, determining requirements and ensuring fulfillment. This role supports Rheem North America and can be located in Oxnard, CA; Fort Smith, AR; San Antonio, TX; O’Fallon, MO; or Montgomery, AL.

It follows a hybrid work arrangement: in-office Monday–Thursday, remote on Fridays.

Qualifications

• Bachelor’s Degree in Business, Statistics, Economics, or related field.
• 7+ years’ experience in customer service or call center operations.
• Experience supervising others.
• Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
• Excellent written and verbal communication with attention to detail.
• Proficient in MS Office Suite.
• Understanding of scheduling, coaching and process execution.
• Ability to work in a matrix team environment.
• Ability to present information to groups including managers and customers.
• Understanding of supply chain logistics.

Responsibilities

• Lead and develop a high-performing customer experience team.
• Drive customer experience strategy, processes, and initiatives.
• Monitor KPIs including service levels and satisfaction metrics.
• Manage escalations and coordinate with cross-functional teams.
• Analyze feedback and data to identify process improvements.
• Collaborate with Sales, Operations, Product, IT, and Marketing.
• Establish and maintain customer service standards.
• Lead workforce planning, staffing, training, and performance management.
• Champion continuous improvement through technology and insights.
• Manage customer experience projects and change initiatives.
• Oversee reporting and business reviews with actionable plans.
• Foster a customer-centric culture and accountability.

Skills

Leadership

Communication

Problem solving

Customer orientation

Cross-functional collaboration

Presentation skills

Team development

Education

Bachelor's degree in Business/related field

Advanced degree (preferred)

Tools

Oracle/AS400 ERP

Order Management Systems

Job description

The Manager, Customer Experience at Rheem Manufacturing Company oversees the division's Customer Service Professionals and guides service delivery for internal and external customers on complex issues, determining requirements and ensuring fulfillment. This role supports Rheem North America and can be located in Oxnard, CA; Fort Smith, AR; San Antonio, TX; O’Fallon, MO; or Montgomery, AL.

It follows a hybrid work arrangement: in-office Monday–Thursday, remote on Fridays.