Senior Customer Experience Lead — Strategy & Training

NORD Gear Corporation; Waunakee (WI); On-site; USD 90,000 - 140,000; Full time

Job summary

NORD Gear Corporation is seeking a leader to head the Customer Experience Team in Waunakee, WI, to ensure exceptional customer experience while supporting sales, operations, and strategic objectives.

You will coach CX Supervisors and the CX Training Supervisor, develop CX strategies with the Sr. Manager, monitor performance metrics, and lead continuous improvement initiatives, including new systems, automation, and AI tools, while ensuring ISO compliance and protecting company interests.

Qualifications

• Bachelor’s degree in engineering, business or related field preferred.
• Equivalent combination of education and relevant experience may be considered.
• Minimum of 5 years’ experience in Customer Service, Customer Experience, Engineering, Sales, or a related field preferred.
• Experience supervising or managing employees preferred.

Responsibilities

• Lead and manage the Customer Experience Team to align with sales, operations, and strategic objectives.
• Collaborate with the Sr. Customer Experience Manager to implement CX strategies.
• Coach CX Supervisors and the CX Training Supervisor; develop staff.
• Establish and monitor CX metrics: responsiveness, backlog, quality, productivity, and customer satisfaction.
• Collaborate with Sales, Customer Logistics, Engineering, Materials, Service, Quality, IT to resolve issues.
• Plan staffing, workload, and capacity; coordinate with HR on recruiting and development.
• Oversee training programs: onboarding, product/process training, cross-training, and professional development.
• Lead continuous improvement initiatives: new systems, automation, AI tools; train users.
• Ensure compliance with Quality System, ISO procedures and company policies.
• Uphold high ethical standards in customer dealings and protect company's interests.
• Perform other duties as assigned.

Skills

Leadership

Coaching

Employee development

Metrics & analytics

Cross-functional

Strategic planning

Process improvement

Change management

Quality systems

Education

Bachelor's degree

Job description

NORD Gear Corporation is seeking a leader to head the Customer Experience Team in Waunakee, WI, to ensure exceptional customer experience while supporting sales, operations, and strategic objectives.

You will coach CX Supervisors and the CX Training Supervisor, develop CX strategies with the Sr. Manager, monitor performance metrics, and lead continuous improvement initiatives, including new systems, automation, and AI tools, while ensuring ISO compliance and protecting company interests.