Sr Mgr 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

About Us

Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it. Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you! Find out more about CE at www.carrierenterprise.com. Carrier Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).

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.

Benefits

• Health Insurance
• Health Savings Account
• Dental Insurance
• 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.