Senior Manager, AI-Driven Customer Experience

Carrier Enterprise; Carrollton (TX); Remote; USD 110,000 - 165,000; Full time

Benefits offered by this job

Health Insurance

Health Savings Account

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance (Short-term and L

Employee Assistance Program (EAP)

Tuition Reimbursement & Professional

Paid Vacation & Sick time

Company Paid Holiday's

401(k) Plan with Employer Match

Employee Discount Program

Job summary

Carrier Enterprise, a leading HVAC/R distributor, seeks a Senior Manager Customer Success to lead Tier 1 triage and escalation across multiple channels. You will manage a remote team, drive AI-enabled self-service adoption, and partner with Salesforce/IT, Product, Operations, and AI teams to improve routing and knowledge content.

The role requires 7+ years in customer experience leadership, strong executive communication, and the ability to balance CX with cost and productivity.

Qualifications

• Bachelor’s degree or equivalent in business, communications, operations, technology, or related field with 7+ years in customer experience or contact center leadership.
• Experience leading remote managers and large teams with accountability for service delivery, escalations, and measurable outcomes.
• Omnichannel experience across phone, email, chat, and SMS/text with a model balancing CX, quality, productivity, and cost.

Responsibilities

• Provide strategic leadership for Tier 1 triage and case resolution across channels.
• Lead a remote Tier 1 team aligned to demand, priorities, and business objectives.
• Coach Supervisors to empower subject-matter experts for coordinated resolutions.
• Define and enforce SLAs/KPIs and drive performance toward targets.
• Use Salesforce data and analytics to improve routing, playbooks, and workflows.
• Establish Tier 1-to-Tier 2 escalation criteria and optimize handoffs.
• Identify repeat inquiries for migration to Tier 0 and collaborate with AI teams on self-service solutions.
• Provide executive reporting and drive continuous improvement with cross-functional partners.

Skills

People leadership

Omnichannel experience

Executive communication

AI & automation awareness

Strategic leadership

Education

Bachelor's degree

Tools

Salesforce

AI/Automation tools

Job description

Carrier Enterprise, a leading HVAC/R distributor, seeks a Senior Manager Customer Success to lead Tier 1 triage and escalation across multiple channels. You will manage a remote team, drive AI-enabled self-service adoption, and partner with Salesforce/IT, Product, Operations, and AI teams to improve routing and knowledge content.

The role requires 7+ years in customer experience leadership, strong executive communication, and the ability to balance CX with cost and productivity.