Sr Mgr Customer Experience

Carrier Enterprise; Carrollton (TX); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health Insurance

Health Savings Account

Vision Insurance

Life Insurance

Disability Insurance (Short-term and L

Employee Assistance Program (EAP)

Tuition Reimbursement & Professional D

Paid Vacation & Sick time

Company Paid Holiday's

401(k) Plan with Employer Match

Employee Discount Program

Job summary

Carrier Enterprise is seeking a Senior Manager of Customer Success to lead Tier 1 across multiple channels, manage a remote team, and drive AI-enabled self-service initiatives. The role focuses on SLAs, quality, and escalations while partnering with Salesforce, IT, Product, Operations, and AI teams.

You will guide supervisors, optimize workflows, and deliver measurable improvements in customer experience, retention, and cost efficiency.

Qualifications

• Bachelor’s degree in business, communications, operations, technology, or related field (or equivalent experience).
• 7+ years in customer experience/contact center/service operations with progressive tiered-support leadership.
• Proven experience leading remote managers and large teams with accountability for service delivery and measurable outcomes.
• Experience with omnichannel support across phone, email, chat, and SMS/text.
• Advanced Salesforce proficiency for case management, routing, queues/assignment, workflows, dashboards and data quality.
• Demonstrated experience with AI, automation, self-service, knowledge management, and digital transformation.

Responsibilities

• Provide strategic leadership for Tier 1 triage and case resolution across channels.
• Lead a remote Tier 1 organization, aligning staffing to demand and objectives.
• Guide Supervisors in coordinating subject-matter experts to deliver effective resolutions.
• Define and enforce SLAs/KPIs and manage performance to targets.
• Use Salesforce dashboards and root-cause analysis to improve routing, SOPs and knowledge content.
• Establish Tier 1-to-Tier 2 escalation criteria and improve handoffs.
• Identify repeatable inquiries for Tier 0 migration and partner with AI teams to improve self-service.
• Provide executive reporting and drive continuous improvement with cross-functional teams.

Skills

People leadership

Remote team leadership

Omnichannel support

Salesforce proficiency

AI & automation

Analytical skills

Executive communication

Education

Bachelor's degree

Tools

Salesforce

Job description

Job Description

Senior Manager Customer Success | HVAC Products | Carrier Enterprise |Carrolton Texas or Raleigh NC

Introduction:

Carrier Enterprise (CE) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies through licensed HVAC/R dealers and contractors. CE operates primarily in the business-to-business environment where its products are sold through licensed HVAC dealers and HVAC contractors. These dealers are independent companies that sell, deliver and service Carrier, Bryant & Payne products to residences and businesses in their respective markets. CE offers customers a wide range of HVAC/R product lines, competitive pricing, best in class customer service and valuable, timesaving services that positions CE as an industry leader. With over 200+ locations, in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada there is a location to service our customers HVAC/R needs.

Position Summary

The Tier 1 Customer Experience Manager leads a modern, customer-centered operation across multiple customer channels while managing a remote customer service team. This role owns end-to-end Tier 1 triage, case ownership, resolution, and escalation management, and identifies repeatable customer inquiries for migration to Tier 0 (AI-powered self-service, automation, and knowledge). The position ensures strong operational controls, Salesforce-enabled visibility, measurable performance (including SLA/KPIs and quality), and clear progress in reducing avoidable human-assisted contacts through AI containment/routing.

Responsibilities

• Provide strategic leadership and oversight for Tier 1 triage and case resolution across supported channels, ensuring timely, accurate, empathetic, and consistent outcomes through clear accountability, escalation governance, and documentation.
• Managing a remote Tier 1 organization by aligning staffing, capacity, priorities to customer demand and business objectives and driving retention, engagement, and performance.
• Provide leadership and direction to Supervisors as they coordinate subject-matter experts, equipping associates with the knowledge and resources needed to deliver effective, coordinated resolutions
• Define and enforce measurable SLAs/KPIs (service level, response and resolution time, first-contact resolution, transfers, AHT, quality, productivity, CSAT, and AI containment/deflection) and manage performance to targets.
• Use Salesforce data, dashboards, and root-cause analysis to improve routing, playbooks, SOPs, knowledge content, workflows, and overall, Tier 1 performance and controls.
• Establish and govern Tier 1-to-Tier 2 escalation criteria and workflows, including feedback loops that reduce avoidable escalations and improve handoffs.
• Identify repeatable inquiry types for migration to Tier 0 and partner with AI/automation teams to implement, validate, and continuously improve self-service, knowledge, and automation solutions.
• Provide executive reporting and lead continuous improvement, turning operational insights into action plans, developing leaders, and partnering cross-functionally with Salesforce/IT, Product, Operations, and AI/technology teams.

Requirements

• Bachelor’s degree in business, communications, operations, technology, or related field (or equivalent experience) and 7+ years in customer experience/contact center/service operations with progressive tiered-support leadership.
• Proven people leadership: experience leading remote managers and large teams, with accountability for service delivery, escalations, workforce performance, and measurable outcomes.
• Tiered support and omnichannel experience, including managing support across phone, email, chat, and SMS/text, and building an operating model that balances CX, quality, productivity, and cost.
• Advanced Salesforce proficiency required (case management, routing, queues/assignment/escalation rules, workflows, reporting/dashboards, and CRM data quality for SLAs/KPIs, quality, and productivity).
• Demonstrated experience with AI, automation, self-service, knowledge management, and digital transformation, including measurable Tier 0/Tier 1 migration or containment results.
• Strong executive communication, analytical/problem-solving ability, and changing leadership skills to translate strategy into SOPs, controls, adoption, and sustainable performance improvement.
• Health Insurance
• Health Savings Account
• Vision Insurance
• Life Insurance
• Disability Insurance (Short-term and Long-term)
• Employee Assistance Program (EAP)
• Tuition Reimbursement & Professional Development
• Paid Vacation & Sick time
• Company Paid Holiday's
• 401(k) Plan with Employer Match
• Employee Discount Program

Equal Opportunity Statement:

Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.

Requirements

Requirements

• Bachelor’s degree in business, communications, operations, technology, or related field (or equivalent experience) and 7+ years in customer experience/contact center/service operations with progressive tiered-support leadership.
• Proven people leadership: experience leading remote managers and large teams, with accountability for service delivery, escalations, workforce performance, and measurable outcomes.
• Tiered support and omnichannel experience, including managing support across phone, email, chat, and SMS/text, and building an operating model that balances CX, quality, productivity, and cost.
• Advanced Salesforce proficiency required (case management, routing, queues/assignment/escalation rules, workflows, reporting/dashboards, and CRM data quality for SLAs/KPIs, quality, and productivity).
• Demonstrated experience with AI, automation, self-service, knowledge management, and digital transformation, including measurable Tier 0/Tier 1 migration or containment results.
• Strong executive communication, analytical/problem-solving ability, and changing leadership skills to translate strategy into SOPs, controls, adoption, and sustainable performance improvement.

Status

Full-Time

ADP Privacy Statement Artificial Intelligence Google Privacy Policy Google Terms of Service