Senior Customer Experience & Operations Leader

Elkay; Erie (Erie County); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive Salary

Medical, Dental, Vision Insurance

Matching 401(k) Contribution

Health Savings Account

Annual Bonus Eligibility

Employee Stock Purchase Plan

Job summary

Elkay is seeking a Customer Experience Manager to deliver exceptional service across operations. This senior role will own the end-to-end customer experience and serve as the senior escalation point for critical issues. Candidates must have 5+ years of experience in customer care with strong leadership skills.

Responsibilities include monitoring KPIs, enhancing workflows, and leveraging advanced analytics for operational efficiency. The position offers competitive salary and benefits.

Qualifications

• 5+ years of experience in customer care, operations management, or regional operations support, with direct people-leadership responsibility.
• Demonstrated success leading teams in customer-facing, high-volume, or complex operational environments.
• Experience applying AI, automation, or advanced analytics to improve workflow efficiency or customer experience is strongly preferred.

Responsibilities

• Own the end-to-end customer experience across all operations center touchpoints.
• Serve as the senior escalation point for strategic and high-impact customer issues.
• Monitor customer-facing KPIs and translate performance insights into actionable improvements.

Skills

Strong analytical skills

Excellent communication

Experience in customer care

Leadership experience

Education

Bachelor’s Degree or equivalent

Tools

Salesforce

Microsoft Dynamics 365

Job description

Elkay is seeking a Customer Experience Manager to deliver exceptional service across operations. This senior role will own the end-to-end customer experience and serve as the senior escalation point for critical issues. Candidates must have 5+ years of experience in customer care with strong leadership skills.

Responsibilities include monitoring KPIs, enhancing workflows, and leveraging advanced analytics for operational efficiency. The position offers competitive salary and benefits.