Head of Customer Experience & Service Excellence

Rheem Manufacturing Company; San Antonio (TX); Hybrid; USD 84,000 - 155,000; Full time

Job summary

Rheem Manufacturing Company in the United States seeks a Manager, Customer Experience to oversee the division's Customer Service Professionals and guide complex issue resolution for Rheem North America across multiple sites including San Antonio, TX.

The role follows a hybrid work model with in-office Monday through Thursday and remote Fridays, focusing on shaping CX strategy, process improvements and KPI performance to drive customer loyalty and business results.

Qualifications

• Bachelor’s degree required; 7+ years in customer service or call center ops
• Experience supervising others and managing teams
• 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 and computer skills
• Knowledge of management approaches like scheduling, prioritization, coaching, and process execution
• Ability to work in a matrix team environment and present to groups

Responsibilities

• Lead and develop a high-performing customer experience team
• Drive CX strategy, processes, and initiatives to enhance loyalty and performance
• Monitor KPIs, service levels, quality, response times, and satisfaction metrics
• Manage escalations and coordinate with cross-functional teams for resolution
• Analyze feedback and operational data to identify improvements
• Collaborate with Sales, Operations, Product, IT, Marketing to improve CX
• Establish and maintain customer service standards and policies
• Lead workforce planning, staffing, training, and performance management
• Champion continuous improvement using technology and insights
• Manage CX projects, communications, and change management
• Oversee reporting and business reviews with action plans
• Foster a customer-centric culture and accountability

Skills

ERP systems

Supervisory skills

MS Office

Communication

Oracle/AS400

Order Management

Cross-functional collaboration

Education

Bachelor’s Degree in Business, Statistics, Economics, or related field

Tools

ERP software

Order Management Systems

Job description

Rheem Manufacturing Company in the United States seeks a Manager, Customer Experience to oversee the division's Customer Service Professionals and guide complex issue resolution for Rheem North America across multiple sites including San Antonio, TX.

The role follows a hybrid work model with in-office Monday through Thursday and remote Fridays, focusing on shaping CX strategy, process improvements and KPI performance to drive customer loyalty and business results.