Manager, Customer Experience

U.S. Water Heating; Oxnard (CA); Hybrid; USD 84,000 - 155,000; Full time

Job summary

Rheem North America is seeking a Manager, Customer Experience to lead the Customer Service Professionals and guide service delivery for internal and external customers on complex issues.

This hybrid role in Oxnard, CA emphasizes strategy, KPIs, workforce planning, and cross-functional collaboration to enhance loyalty and business performance.

Qualifications

• Bachelor’s degree in business, statistics, economics or related field.
• 7+ years in customer service or call center operations; supervisory experience.
• Experience with ERP programs such as Oracle or AS400 and Order Management.
• Strong communication, detail orientation, and ability to work cross-functionally.

Responsibilities

• Lead and develop a high-performing customer experience team delivering service and satisfaction.
• Drive CX strategy, processes, and initiatives to boost loyalty and performance.
• Monitor KPIs like service levels, quality, response times, and CSAT.
• Manage escalations and partner with cross-functional teams for timely resolutions.
• Analyze feedback and data to identify improvement opportunities and efficiency gains.
• Collaborate with Sales, Operations, Product, IT, Marketing and others to improve CX.
• Establish customer service standards, policies, and best practices.
• Lead workforce planning, staffing, training, and performance management.
• Champion continuous improvement through tech, automation and insights.
• Oversee projects, communications, and change management affecting CX.
• Provide reporting and action plans to improve customer outcomes.

Skills

Customer service

Leadership

Communication

ERP systems

Oracle

AS/400

Order management

MS Office

Supply chain

Education

Bachelor’s Degree in Business

Advanced degree

Tools

Oracle ERP

AS/400

Order management systems

MS Office Suite

Job description

The Manager, Customer Experience is responsible for overseeing the division's Customer Service Professionals and providing service to internal and external customers on complex issues including determining customer requirements, expectations and ensuring fulfillment.

This position will serve Rheem North America, and can be located inOxnard, CA, Fort Smith, AR, San Antonio, TX, O’Fallon, Mo, or Mongomery, AL. This role follows our hybrid work arrangement, with team members working in the officeMonday through Thursday and remotely on Fridays.

• Lead and develop a high-performing customer experience team focused on delivering exceptional service and customer satisfaction.

• Drive customer experience strategy, processes, and initiatives to enhance customer loyalty and business performance.

• Monitor and improve key performance indicators (KPIs), including service levels, quality, response times, and customer satisfaction metrics.

• Manage customer escalations and partner with cross-functional teams to ensure timely and effective resolution of complex issues.

• Analyze customer feedback, trends, and operational data to identify opportunities for process improvement and enhanced service delivery.

• Collaborate with Sales, Operations, Product Management, IT, Marketing, and other stakeholders to improve the end-to-end customer experience.

• Establish and maintain customer service standards, policies, and best practices that support organizational objectives.

• Lead workforce planning, staffing, training, and performance management activities to ensure operational effectiveness.

• Champion continuous improvement initiatives, leveraging technology, automation, and customer insights to drive efficiency and service excellence.

• Manage customer experience projects, communications, and change management efforts across the organization.

• Oversee reporting and business reviews, providing recommendations and action plans to improve customer outcomes.

• Foster a customer-centric culture that promotes accountability, collaboration, and continuous improvement.

• Other duties as assigned.

• Bachelor’s Degree in Business, Statistics, Economics, or related field
• 7+ years’ experience customer service or customer call center operations
• Experience supervising others
• Experience with ERP programs such as Oracle or AS400 and Order Management Systems.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution.
• Demonstrated ability to work well with others is a matrix team environment
• Ability to present information and respond to questions from groups, manager, clients, and customers
• Recognize and implement process improvement.

• Understanding of supply chain logistics.

  HOW TO STAND OUT:

• Advanced Degree in Business, Statistics, Economics, or related field
• Experience in related industry

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING OTHERS, you will be expected to demonstrate the following competencies and behaviors:

• Aligning Performance for Success
• Applying Business Knowledge
• Building Talent
• Building Trusted Relationships
• Communicating with Impact
• Customer-Orientation
• Delegating Tasks
• Executing/Leading the Team
• Facilitating Change
• Fostering Relationships/ Emotional Intelligence
• Influencing
• Problem Solving & Decision Making
• Supporting Innovation

Equivalent combination of education, experience, and skills may supplement above minimum job requirements.

The pay scale for this position $84,400-$154,764. Please note all pay ranges are broadly stated and any final offer is dependent on factors such as location, direct experience, market guidance and internal equity, among other qualifying criteria.