Senior Manager, Order Support (Remote)

Acuity; Atlanta (GA); Remote; USD 100,000 - 182,000; Full time

Job summary

A leading company in industrial technology seeks a Senior Manager for Order Support. This remote role involves overseeing operations, enhancing customer experience, and leading a team in a dynamic environment. The ideal candidate will possess strong leadership and communication skills, with a focus on accountability and strategic improvement.

Qualifications

• 5+ years in customer-facing roles, including 2+ years in leadership.
• Experience in B2B order support or manufacturing preferred.

Responsibilities

• Lead performance of two high-volume regional pods.
• Manage and mentor front-line representatives.
• Identify operational inefficiencies and collaborate on improvements.

Skills

Leadership

Communication

Change Management

Data Analysis

Education

Bachelor’s degree

Tools

CRM

CX tools

Job description

Join to apply for the Senior Manager, Order Support (Remote) role at Acuity

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet.

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We design, manufacture, and bring to market products and services that make a valuable difference in people’s lives through our two segments: Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG).

We are positioned at the intersection of sustainability and technology, developing solutions that help save energy and reduce carbon emissions. Our growth is driven by innovative products and services, including lighting, lighting controls, building management solutions, and location-aware applications.

Job Summary & Location

This Senior Manager will lead a new chapter of operational maturity and customer experience excellence for Acuity’s Order Support team. You will oversee two of our most complex and strategically important regions, guiding front-line representatives, refining operational processes, and elevating customer service standards.

This role is action-oriented, involving daily support management, escalations, influencing cross-functional initiatives, and evolving systems and tools. You will serve as a mentor, problem-solver, and driver of accountability, bringing structure and pushing for excellence in communication, results, and leadership. Your presence will raise the bar for the team.

This position works remotely from the United States and may require travel based on business needs.

Primary Responsibilities Include

1. Strategic Oversight & Leadership
   • Own and lead the performance of two high-volume, complex regional pods.
   • Drive a culture of ownership, accountability, and urgency.
   • Handle high-stakes escalations promptly and effectively.
   • Represent the team in cross-functional meetings, inspiring excellence.
2. People Management & Development
   • Manage and mentor front-line representatives, focusing on excellence and growth.
   • Model outstanding CX leadership.
   • Coach team members on communication, priorities, and customer ownership.
   • Identify and develop future leaders.
3. CX Maturity & Process Improvement
   • Identify operational inefficiencies and collaborate on improvements.
   • Lead or support projects to enhance systems, metrics, and service models.
   • Promote proactive customer engagement and elevate service standards.
4. Departmental Capacity & Succession Planning
   • Reduce the Director’s workload by leading strategic efforts.
   • Contribute to long-term strategy and organizational design.
   • Prepare to lead other managers or regions as the department expands.

Qualifications

• 5+ years in customer-facing roles, including 2+ years in leadership.
• Experience in B2B order support, manufacturing, or distribution preferred.
• Bachelor’s degree in a related field preferred.
• Proven success leading complex, customer-facing teams.
• Solution-oriented, strategic, with a sense of urgency and accountability.
• Data-driven, capable of analyzing KPIs and implementing improvements.
• Excellent communication skills to influence stakeholders.
• Calm under pressure, skilled in navigating escalations.
• Experience in change management and creating structure in evolving environments.
• Proficient with workflow systems, CRM, and CX tools.
• Understanding of the customer journey and business impact.
• Ownership mentality that fosters trust and confidence.
• Ability to mentor peers and influence leadership.
• Availability to travel as needed.

We value diversity and are an equal opportunity employer. All qualified applicants will be considered without regard to race, color, age, gender, sexual orientation, gender identity, ethnicity, disability, pregnancy, religion, veteran status, or genetic information.

For more information, please see our policies and accommodations details. The salary range for this position is $100,700 to $181,200, depending on experience and location.