Remote Customer Experience Delivery Lead

Carousel Industries of North America Inc.; Austin (TX); On-site; USD 95,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Unlimited PTO

Hybrid/Remote work

Employee discounts

EAP (Employee Assistance Program)

Job summary

NWN is hiring a Customer Experience Manager to oversee service delivery for a portfolio of clients from a remote/hybrid setting in the United States. The role requires coordinating end-to-end contract deliverables, optimizing outcomes, and driving alignment with value-based engagement processes.

You will lead a team of engineers, forecast workloads, and ensure timely, high-quality delivery while maintaining proactive customer communications across the lifecycle.

Qualifications

• Bachelor’s degree in Arts/Sciences or equivalent work experience.
• Minimum 7 years in operations/engagement management.
• Familiarity with call flows, network designs, Cisco routing/switching, hosted collaboration.
• Strong organizational skills and ability to develop repeatable business processes.
• Excellent written and verbal communication skills.
• Comfort in interacting with engineers and senior executives.
• Proficiency with ServiceNow product suite.
• Vendor management experience.
• ITIL Foundation certification preferred; PMP preferred.

Responsibilities

• Proactively manage customer experience across the lifecycle of our core offerings.
• Forecast, track and report on recurring service-based engagements.
• Drive adherence to best practices in monitoring, management and lifecycle adoption services.
• Maintain proactive, timely communications with customers throughout the lifecycle.
• Ensure offerings are delivered according to defined outcomes and metrics.
• Advocate for customers across the organization.
• Manage day-to-day workload of NWN engineers with focus on outcomes, efficiency, accountability.
• Deliver core offerings with quality and consistency; support agile enhancements as needed.
• Oversee case management and escalation to ensure quality delivery.
• Collaborate with technical delivery teams to resolve problems.
• Other responsibilities as assigned.

Skills

Call flows familiarity

Network design interpretation

Cisco routing

Strong organizational skills

Process development

Written and oral communication

Cross-functional collaboration

Vendor management

Education

Bachelor’s Degree in Arts/Sciences

ITIL Foundation Certification

PMP Certification (Preferred)

Tools

ServiceNow Product Suite

Job description

NWN is hiring a Customer Experience Manager to oversee service delivery for a portfolio of clients from a remote/hybrid setting in the United States. The role requires coordinating end-to-end contract deliverables, optimizing outcomes, and driving alignment with value-based engagement processes.

You will lead a team of engineers, forecast workloads, and ensure timely, high-quality delivery while maintaining proactive customer communications across the lifecycle.