Senior Customer Experience Leader

Rheem Manufacturing Company; Fort Smith (AR); Hybrid; USD 84,000 - 155,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Rheem Manufacturing Company seeks a Manager, Customer Experience to lead a team of Customer Service Professionals across multiple locations. This role guides customer requirements and ensures fulfillment, working in a hybrid model with office days and remote Fridays.

Responsibilities include strategy, KPI oversight, escalation management, data analysis, and cross-functional collaboration to improve service delivery.

Qualifications

• Bachelor’s degree required.
• 7+ years’ experience in 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 MS Office Suite knowledge.
• Understanding of work scheduling, prioritizing, coaching and process execution.

Responsibilities

• Lead and develop a high-performing customer experience team.
• Drive customer experience strategy and initiatives to enhance loyalty and performance.
• Monitor KPIs like service levels, quality, and response times.
• Manage customer escalations with cross-functional teams for timely resolutions.
• Analyze feedback and data to identify process improvements.
• Collaborate with Sales, Operations, Product, IT, and 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.
• Oversee projects, communications, and change management.
• Provide reporting and action plans to improve customer outcomes.

Skills

Customer leadership

Communication

Process improvement

Team collaboration

Presentation skills

Problem solving

Supply chain knowledge

Education

Bachelor’s Degree in Business, Statistics, Economics, or related field

Tools

Oracle ERP

AS/400

Order Management Systems

Job description

Rheem Manufacturing Company seeks a Manager, Customer Experience to lead a team of Customer Service Professionals across multiple locations. This role guides customer requirements and ensures fulfillment, working in a hybrid model with office days and remote Fridays.

Responsibilities include strategy, KPI oversight, escalation management, data analysis, and cross-functional collaboration to improve service delivery.