Strategic Customer Experience Manager

Carrier Global Corporation; Charlotte (NC); Hybrid; USD 96,000 - 192,000; Full time

Benefits offered by this job

Health care benefits

Retirement benefits

Paid time off

Tuition assistance

Job summary

Carrier Global Corporation is seeking a Customer Experience Manager to act as a strategic advocate for key accounts, strengthen post‑sales experiences, and drive cross‑functional alignment across Order Management, Customer Service, and Operations. The role requires strong communication, problem‑solving, and leadership skills to resolve complex issues and support continuous improvement initiatives.

The position focuses on owning the end‑to‑end customer experience, improving satisfaction, and

Qualifications

• Bachelor's degree required.
• 1+ year in Customer Service, Order Management, or Customer Experience.
• 2+ years of managing customer escalations and resolving complex issues.
• 2+ years of experience with MS Office (Excel, Word, PowerPoint, Outlook).
• Travel up to 25% across the US.

Responsibilities

• Serve as escalation leader for assigned customers and internal teams, driving timely resolution.
• Strengthen relationships with top customer accounts and improve overall service experience.
• Act as primary point of contact for customer communication with clear, timely updates.
• Lead cross-functional meetings to align priorities and advance critical orders and service commitments.
• Partner with Order Management, Delivery, Operations, Sales, Service to address customer needs.
• Use data and feedback to identify trends, root causes, and improvement opportunities.
• Lead process improvement initiatives to enhance responsiveness and efficiency.
• Promote accountability and engagement within the team.
• Identify training needs and facilitate adoption of self-service tools and portals.
• Maintain accurate customer/order information in systems to track status.

Skills

Customer service

Escalation management

Cross-functional collaboration

Communication

Problem solving

Analytical thinking

Leadership

Education

Bachelor's Degree

Tools

SAP

Salesforce

Power BI

Job description

Carrier Global Corporation is seeking a Customer Experience Manager to act as a strategic advocate for key accounts, strengthen post‑sales experiences, and drive cross‑functional alignment across Order Management, Customer Service, and Operations. The role requires strong communication, problem‑solving, and leadership skills to resolve complex issues and support continuous improvement initiatives.

The position focuses on owning the end‑to‑end customer experience, improving satisfaction, and