Hybrid Senior Manager, Global Customer Care

nVent; Anoka (MN); Hybrid; USD 124,000 - 230,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Employee stock purchase plan

Tuition reimbursement

Parental leave

Job summary

nVent is seeking a Senior Manager, Customer Care in Anoka, MN to lead a large, geographically dispersed team. You will shape customer care strategy, partner with Operations and Sales, and drive improvements in delivery reliability, order accuracy, and service levels.

You will mentor leaders across the U.S., Canada, Mexico, and Latin America, improving processes, capacity planning, and customer experience through CRM and digital solutions. This role requires travel and a strong focus on results.

Qualifications

• 10+ years in customer care or related functions.
• Experience leading large care teams across multiple locations or regions.
• Manufacturing/distribution/logistics experience.
• Experience with international customers and logistics considerations.
• Knowledge of order-to-cash processes and service levels.
• Ability to analyze performance data and translate into priorities.
• Experience with CRM, analytics, automation, and AI in service tech.
• Willingness to travel domestically and internationally about quarterly.

Responsibilities

• Lead, mentor, and develop Customer Care teams across the U.S., Canada, Mexico, and Latin America.
• Set priorities and guide performance across care, quotes, claims, returns, and regional teams.
• Partner with Operations, Supply Chain, Sales to align priorities and improve delivery reliability.
• Develop customer service strategies responding to evolving customer needs.
• Use feedback and metrics to set priorities and improve service and cost performance.
• Strengthen operating model with processes, accountability, and capacity planning.
• Drive CRM, AI, automation, and digital solution improvements.
• Build leadership capability and succession pipelines.

Skills

Leadership

Customer care

Cross-functional collaboration

Data analysis

CRM systems

Tools

CRM systems

AI tools

Automation tools

Job description

nVent is seeking a Senior Manager, Customer Care in Anoka, MN to lead a large, geographically dispersed team. You will shape customer care strategy, partner with Operations and Sales, and drive improvements in delivery reliability, order accuracy, and service levels.

You will mentor leaders across the U.S., Canada, Mexico, and Latin America, improving processes, capacity planning, and customer experience through CRM and digital solutions. This role requires travel and a strong focus on results.