Senior Manager, Order Support (Remote)

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

Job summary

Acuity Brands is seeking a Senior Manager for its Order Support team. This role involves leading complex regional operations, mentoring staff, and driving customer experience excellence. The ideal candidate has extensive leadership experience and a strategic mindset, focusing on operational efficiency and team development. This position offers remote work flexibility and requires travel based on business needs.

Qualifications

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

Responsibilities

• Lead performance of high-volume regional teams.
• Drive culture of accountability and resolve escalations quickly.
• Manage and mentor front-line representatives.

Skills

Leadership

Communication

Problem-Solving

Strategic Thinking

Data Analysis

Education

Bachelor’s degree

Tools

CRM platforms

Workflow systems

Job description

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Lensa is the leading career site for job seekers at every stage of their career. Our client, Acuity Brands, is seeking professionals. Apply via Lensa today!

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, controls, building management, and location-aware applications.

Job Summary & Location

This Senior Manager role leads a new chapter of operational maturity and customer experience excellence for Acuity’s Order Support team. You will oversee two complex regions, guide front-line teams, refine processes, and elevate customer service standards.

This is a dynamic leadership position involving daily support management, escalations, cross-functional initiatives, and system improvements. You will mentor, problem-solve, and foster accountability, serving as a catalyst for clarity and progress.

This role is remote within the United States and may require travel based on business needs.

Primary Responsibilities Include

Strategic Oversight & Leadership

• Own and lead performance of two regional pods.
• Foster a culture of ownership, accountability, and urgency.
• Manage escalations and resolve issues efficiently.
• Represent the team in cross-functional meetings, inspiring excellence.

People Management & Development

• Manage and mentor front-line staff, focusing on growth and excellence.
• Model outstanding CX leadership.
• Coach on communication, priorities, and customer ownership.
• Identify and develop future leaders.

CX Maturity & Process Improvement

• Identify operational inefficiencies and collaborate on improvements.
• Lead projects to enhance systems and service models.
• Promote proactive customer engagement and high standards.

Departmental Capacity & Succession Planning

• Reduce the Director’s workload through strategic initiatives.
• Contribute to long-term departmental strategy.
• Prepare to lead additional managers or regions as the department grows.

Qualifications

• 5+ years in customer-facing roles, with 2+ years in leadership.
• Experience in B2B order support, manufacturing, or distribution preferred.
• Bachelor’s degree preferred.
• Proven success managing complex customer teams and driving alignment.
• Solution-oriented, with a sense of urgency, clarity, and accountability.
• Data-driven with KPI analysis skills.
• Excellent communication skills for influencing stakeholders.
• Calm under pressure, skilled in managing escalations.
• Experience coaching staff and leading change initiatives.
• Proficient with CRM and CX tools.
• Understanding of customer journey and business impact.
• Ownership mentality, fostering trust and confidence.
• Ability to mentor peers and influence leadership.
• Willing to travel as needed.

We value diversity and are an equal opportunity employer. For more info, see EEOC poster and E-Verify poster.

For accommodations, contact us at [phone].

Unsolicited resumes from third parties will be considered property of Acuity Inc. and won't incur a fee.

The salary range is $100,700 - $181,200, depending on experience and location.

Additional Details

• Seniority level: Director
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting