Manager Customer Care

Acuity; Atlanta (GA); On-site; USD 85,000 - 110,000; Full time

Job summary

Acuity Inc. in Atlanta, Georgia, seeks a Manager – Order Support to lead a frontline team serving customers across the U.S., ensuring operational performance, customer support excellence, escalations, team development, and process improvements.

The role focuses on bringing structure and accountability to Order Support while serving as escalation point for two high-volume regions and aligning with regional strategy. Travel 0-25% is expected.

Qualifications

• 3+ years in customer-facing roles.
• Experience leading operationally complex, customer-facing teams.
• Strong KPI/data analysis skills.
• Excellent communication and stakeholder management.
• Ability to stay calm and decisive during escalations.
• Coaching and employee development skills.
• Experience leading change initiatives and creating structure.
• Familiar with workflow systems, CRM platforms and customer support tools.
• Customer-centric mindset and ownership mentality.

Responsibilities

• Lead the performance and daily operations of a frontline Customer/Order Support team.
• Manage high-priority customer escalations and resolve issues quickly.
• Build a culture of ownership, accountability, and urgency.
• Coach, mentor, and develop frontline representatives.
• Identify high-potential employees and develop future team leaders.
• Monitor KPIs and use data to identify opportunities for improvement.
• Identify operational inefficiencies and implement process improvements.
• Partner with Customer Support leadership and cross-functional teams.
• Support improvements to systems, metrics, and the overall service model.
• Build cross-training and coverage strategies to maintain operational continuity.
• Contribute to long-term departmental and regional strategy

Skills

3+ years customer-facing

Lead complex teams

KPI analysis

Stakeholder management

Calm under pressure

Coaching & development

Change leadership

CRM tools

Customer focus

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

The Manager – Order Support will lead a frontline team supporting customers across the U.S., with overall responsibility for operational performance, customer support excellence, escalations, team development, and process improvement.

The role is designed to bring greater structure, accountability, and operational maturity to the Order Support organization while serving as the escalation point for two high-volume and complex regions.

Key Tasks & Responsibilities

• Lead the performance and daily operations of a frontline Customer/Order Support team.
• Manage high-priority customer escalations and resolve issues quickly.
• Build a culture of ownership, accountability, and urgency.
• Coach, mentor, and develop frontline representatives.
• Identify high-potential employees and develop future team leaders.
• Monitor KPIs and use data to identify opportunities for improvement.
• Identify operational inefficiencies and implement process improvements.
• Partner with Customer Support leadership and cross-functional teams.
• Support improvements to systems, metrics, and the overall service model.
• Build cross-training and coverage strategies to maintain operational continuity.
• Contribute to long-term departmental and regional strategy

Skills and Minimum Experience Required

• Over 3 years of experience in customer-facing roles.
• Proven experience leading operationally complex, customer-facing teams.
• Strong KPI/data analysis skills.
• Excellent communication and stakeholder-management skills.
• Ability to remain calm and decisive during escalations.
• Strong coaching and employee-development skills.
• Experience leading change initiatives and creating structure in evolving environments.
• Comfortable working with workflow systems, CRM platforms, and Customer Support tools.
• Strong customer-centric mindset and ownership mentality

Preferred:

• Manufacturing or distribution experience.
• Experience with commercial lighting or electrical distribution.
• Experience in a related industry where order management/customer operations are complex

Travel Requirements

0-25%

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 in the Application Process: Acuity Inc. is an equal opportunity employer. It complies with the Americans with Disabilities Act (ADA) and other applicable laws requiring reasonable accommodation of persons with disabilities in employment. This includes the provision of reasonable accommodation in the application process. If you believe you need reasonable accommodation to assist with our online application system or any aspect of the application process, please contact Human Resources at [phone], and select option 4. Please be prepared to identify the requisition / position applied for and the aspect of the application process for which you believe accommodation is needed. The company will engage in an interactive process with you to better understand the request and to determine whether reasonable accommodation is needed and available.

Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.