Senior Manager, Order Support (Remote)

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

Job summary

An established industry player is seeking a Senior Manager to lead operational excellence and customer experience for their Order Support team. This dynamic role involves managing complex regional teams, enhancing operational processes, and mentoring representatives to ensure outstanding customer service. The ideal candidate will possess a strong background in customer service management, data analysis, and strategic thinking, coupled with excellent communication skills. Join a forward-thinking company dedicated to sustainability and innovation, where your leadership will make a significant impact on the customer experience.

Qualifications

• 5+ years in customer-facing roles with 2+ years in leadership.
• Experience in B2B order support and commercial lighting preferred.

Responsibilities

• Lead performance of complex regional teams and handle escalations.
• Mentor front-line representatives and drive customer experience excellence.

Skills

Customer Service Management

Operational Excellence

Data Analysis

People Leadership

Communication Skills

Strategic Thinking

Education

Bachelor's Degree in Related Field

Tools

CRM Platforms

Workflow Systems

Job description

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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 use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.

This Senior Manager leads a new chapter of operational maturity and customer experience excellence for Acuity’s Order Support team. As a Senior Manager, you’ll take full ownership of two of our most complex and strategically important regions—guiding a team of front-line representatives, refining our operational processes, and raising the bar for serving customers.

This leadership role is action-oriented. You’ll manage the daily rhythm of support while also stepping into escalations, influencing cross-functional initiatives, and helping evolve the systems, tools, and expectations that define our team. You’ll serve as a mentor, a problem-solver, and a driver of accountability—both for your team and the broader department.

More than a people manager, you’re a catalyst for clarity, energy, and progress—bringing structure where needed and pushing for excellence in communicating, delivering results, and leading others. Your presence on this team raises the bar for everyone around you.

This role works remotely from the United States and travels based on business needs.

Primary Responsibilities Include

Strategic Oversight & Leadership

• Own and lead the performance of two high-volume, complex regional pods.
• Drive a culture of ownership, accountability, and urgency across the team.
• Step in to handle high-stakes escalations and resolve issues quickly and decisively.
• Represent the C&I Order Support team in cross-functional meetings and initiatives, contributing a voice that inspires excellence among peers and partners alike.

People Management & Development

• Manage and mentor a team of front-line representatives focusing on excellence and growth.
• Model what outstanding CX leadership looks like at the managerial level.
• Coach team members on communication, priority management, and customer ownership—while modeling these behaviors for peers and setting a consistent tone of accountability across the broader team.
• Identify high-potential talent and help build future team leaders.

CX Maturity & Process Improvement

• Identify operational inefficiencies and partner with CX leadership and tools teams to improve them.
• Lead or support C&I-wide projects that enhance our systems, metrics, and service models.
• Champion proactive customer engagement and elevate standards across the team.

Departmental Capacity & Succession Planning

• Actively reduce the day-to-day workload of the Director by leading key strategic and operational efforts.
• Serve as a thought partner for long-term departmental strategy and organizational design.
• Prepare to lead other managers or regions as the department grows.

Qualifications

• 5+ years of related experience in customer-facing roles, including 2+ years of people leadership, is required.
• Experience in B2B order support, manufacturing, or distribution environments and familiarity with commercial lighting, electrical distribution, or adjacent industries is preferred but not required.
• A Bachelor’s degree in a related field is preferred.
• Proven success leading operationally complex, customer-facing teams while driving alignment across functions.
• Must be a solution-oriented strategic thinker with a sense of urgency, clarity, and accountability.
• Data-driven mindset with a demonstrated ability to analyze KPIs, extract insights, and implement improvements.
• Must demonstrate excellent written and verbal communication skills to influence stakeholders across levels and functions.
• Remains confident and calm under pressure—skilled at navigating escalations and customer friction with professionalism and urgency.
• Successfully coach and develop front-line staff while simultaneously influencing peers and leadership.
• Experience leading change initiatives and creating structure in ambiguous or evolving environments.
• Proficient with workflow systems, CRM platforms, and modern CX tools.
• Understands the customer journey and the overall business impact the support experience can have.
• Naturally owns outcomes with a “we’ll take care of it” mentality that elevates team trust, customer confidence, and organizational momentum.
• Demonstrated ability to mentor peers and be a steadying influence within a leadership team.
• Available to travel based on business needs.

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

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Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at [phone]. Please clearly indicate what type of accommodation you are requesting and for what requisition.

Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Brands property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.

The range for this position is$100,700.00 to$181,200.00 . Placement within this range may vary, depending on the applicant’s experience and geographic location.

Nearest Major Market: Atlanta
Job Segment: Sustainability, Machinist, CRM, Database, Business Process, Energy, Manufacturing, Technology, Management