Manager, Customer Experience

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

Job Description

The

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 in Oxnard, 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 office Monday through Thursday and remotely on Fridays.

Responsibilities

• 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.

Qualifications

• 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.

About Us

At Rheem, we engineer products for life. For home life. For work life. For the life of the planet we all share. Backed by over 100 years of expertise, we’re passionate about product innovation and boldly committed to sustainability. Our full line of global air and water solutions deliver reliable performance, comfort and energy savings for residential and commercial applications worldwide. From engineers to accountants, sales professionals to support experts, Rheem depends on people to power our innovations. Join Rheem and help shape the future of products that impact lives—every day.

Our Behavior Based Values Set Us Apart

• Listening to Understand – Open mind, learning from others, accepting feedback, embracing the objective
• Contributing Respectfully - Sharing opinions, valuing ideas, sharing opposing perspectives with respect
• Thinking Creatively – Applying creativity, seeking improvements, understanding from the customers’ lens
• Acting with Responsibility – Owning decisions and actions, acting with integrity, embracing accountability

Rheem is an Equal Opportunity Employer. Rheem encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

The job description above has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

For U.S. Based jobs, please note that Rheem is unable to hire candidates to be employed in the following states: Alaska, District of Columbia, Hawaii, Idaho, Mississippi, Montana, New Mexico, North Dakota, or Vermont.

Rheem and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. In the absence of an executed Recruitment Services Agreement, there will be no obligation to any referral compensation or recruiter fee.