Senior Customer Experience Manager - Escalations & Strategy

C01 Carrier Corporation; Charlotte (NC); On-site; USD 96,000 - 192,000; Full time

Benefits offered by this job

Health care benefits

Retirement benefits

Paid time off

Disability insurance

HSAs/FSAs

Tuition assistance

Job summary

Carrier Global Corporation is seeking a Customer Experience Manager to advocate for customers, lead escalations, and drive cross-functional alignment across Order Management, Customer Service, and Operations. You will guide resolution of complex issues and support continuous improvement initiatives.

The role requires strong communication, analytical, and leadership skills, with a minimum 1+ year in related fields and up to 25% US travel. Knowledge of SAP, Salesforce, and Power BI is preferred.

Qualifications

• Bachelor's Degree required with strong communication skills.
• 1+ year of experience in Customer Service or Order Management.
• 2+ years of experience managing customer escalations and resolving complex issues.
• Proficiency with Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Ability to travel through the US ~25%.

Responsibilities

• Serve as escalation leader for assigned customers and internal teams.
• Strengthen relationships with top accounts and improve service experience.
• Communicate updates clearly across order and service delivery stages.
• Lead cross-functional meetings to align priorities and remove barriers.
• Use data and feedback to identify trends and improvement opportunities.
• Support process improvements to increase responsiveness and efficiency.

Skills

Customer service

Escalation management

Cross-functional communication

Data analysis

Problem solving

Education

Bachelor's Degree

Tools

SAP

Salesforce

Power BI

Customer portals

Job description

Carrier Global Corporation is seeking a Customer Experience Manager to advocate for customers, lead escalations, and drive cross-functional alignment across Order Management, Customer Service, and Operations. You will guide resolution of complex issues and support continuous improvement initiatives.

The role requires strong communication, analytical, and leadership skills, with a minimum 1+ year in related fields and up to 25% US travel. Knowledge of SAP, Salesforce, and Power BI is preferred.