Manager Customer Care

Acuity Brands, Inc.; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

Acuity Brands, Inc. in Atlanta, GA, is seeking a Manager for the Order Support team to lead frontline operations across the United States. You will refine processes, drive accountability, and act as escalation point for two high-volume regions.

You'll mentor staff, shape customer support maturity, and collaborate with cross-functional partners to improve systems, metrics, and service. This role requires strong leadership and a proactive, action-oriented mindset.

Qualifications

• Advanced English skills.
• 3+ years in customer-facing roles with at least 1 year in people management.
• Experience in B2B order support, manufacturing or distribution; familiarity with lighting/electrical industries is a plus.

Responsibilities

• Own and lead the performance of a front-line team supporting customers across the United States.
• Serve as the escalation point for two high-volume regions.
• Drive ownership, accountability, and urgency across the team.
• Handle high-stakes escalations and resolve issues quickly and decisively.
• Represent the C&I Order Support team in cross-functional meetings and initiatives.

Skills

Advanced English

People management

Customer-facing

Data-driven

Tools

CRM platforms

Job description

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Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals.

Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com .

Job Summary

You are here to lead a new chapter of operational maturity and customer support excellence for Acuity’s Order Support team. As a Manager, you’ll take full ownership of a front-line team that serves customers across the United States. You’ll refine our operational processes, raise the bar for how we serve customers, and act as the escalation point for two of our highest-volume, most complex regions. This is a leadership role built for action. You’ll manage the daily rhythm of support while also stepping into escalations, contributing to cross-functional initiatives, and helping evolve the systems, tools, and expectations that define our team. You’ll serve as a mentor, a problem-solver, and a driver of accountability for your team. More than a people manager, you’re a catalyst for clarity, energy, and progress. You bring structure where it’s needed and push for excellence in how we communicate, deliver, and lead. Because the two regions you anchor stay busy well into the western business day, your schedule flexes to keep coverage strong when the West Coast is still live.

Key Tasks & Responsibilities (Essential Functions)

Strategic Oversight & Leadership

• Own and lead the performance of a front-line team supporting customers across the United States.
• Serve as the escalation point for two of our highest-volume, most complex regions.
• Drive a culture of ownership, accountability, and urgency across the team.
• Step in to handle high-stakes escalations and resolve issues quickly and decisively.
• Represent the C&I Order Support team in cross-functional meetings and initiatives, contributing a voice that inspires excellence among peers

People Management & D aenvedl oppamrtneenrts alike.

• Manage and mentor a team of front-line representatives with a focus on excellence and growth.
• Model what great Customer Support leadership looks like at the managerial level.
• Coach team members on communication, priority management, and customer ownership, while modeling these behaviors and setting a consistent tone of accountability across your team.
• Identify high-potential talent and help build future team leaders.

Customer Support Maturity & Process Improvement

• Identify operational inefficiencies and partner with Customer Support leadership and tools teams to improve them.
• Support C&I-wide projects that enhance our systems, metrics, and service model.
• Champion proactive customer engagement and elevate standards across the team.

Team Continuity & Growth

• Own key operational efforts within your pod and keep them running without day-to-day escalation.
• Build cross-training and coverage so the team stays resilient through absences and demand spikes.
• Contribute to long-term departmental strategy as a partner to senior leadership.

Skills and Minimum Experience Required

• Advanced English skills
• 3+ Years of experience in customer-facing roles withat least 1 year in people management
• Experience in B2B order support, manufacturing, or distributionenvironments as well as familiarity with commercial lighting, electricaldistribution, or adjacent industries (preferred)

Skills:

• Proven ability to lead operationally complex, customer-facing teams while driving alignment across functions.
• Strategic thinking with a strong bias toward action, clarity, and accountability.
• Data-driven mindset with a demonstrated ability to analyze KPIs, extract insights, and implement improvements.
• Excellent written and verbal communication skills, including the ability to influence stakeholders across levels and functions.
• Confident and calm under pressure—skilled at navigating escalations and customer friction with professionalism and urgency.
• Ability to coach and develop front-line staff while simultaneously influencing peers and leadership.
• Experience leading change initiatives and creating structure in ambiguous or evolving environments.
• Strong operational discipline and comfort with workflow systems, CRM platforms, and modern Customer Support tools.
• Clear understanding of the customer journey and the impact of support experience on overall business performance.
• Naturally owns outcomes with a “we’ll take care of it” mentality that elevates team trust, customer confidence, and organizational momentum.
• Demonstrated ability to mentor peers and serve as a steadying influence within a leadership team.

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We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at [phone], select option 4. Please clearly indicate what type of accommodation you are requesting and for what requisition.