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About the Role
The Customer Experience Manager serves as a strategic customer advocate and escalation leader responsible for strengthening relationships with key accounts, improving the end-to-end post sales customer experience, and driving cross-functional alignment across Order Management, Customer Service, Operations, and other business partners. This role requires effective communication, problem-solving, analytical, and leadership skills to resolve complex customer issues, improve service delivery, and support continuous improvement initiatives that enhance customer satisfaction and business performance.
Responsibilities
- Serve as the escalation leader for assigned customers and internal teams by driving timely resolution, evaluating options, and balancing customer needs with business priorities.
- Strengthen relationships with top customer accounts by proactively identifying opportunities to improve customer satisfaction, retention, and overall service experience.
- Function as the primary point of contact for customer communication, ensuring clear, professional, timely, and consistent updates across all stages of order and service delivery.
- Lead customer and internal cross-functional meetings to align priorities, remove barriers, resolve issues, and maintain progress on critical orders and service commitments.
- Partner with Order Management, Delivery, Operations, Sales, Service and other stakeholders to ensure customer needs are understood, prioritized, and addressed.
- Use data, systems, customer feedback, and process insights to identify trends, root causes, and improvement opportunities that enhance customer experience.
- Support and lead process improvement initiatives that improve responsiveness, reduce friction, increase efficiency, and promote consistent service delivery.
- Promote team accountability and engagement by leading by example, supporting departmental goals, and assisting with team committees or strategic initiatives.
- Identify customer training needs and facilitate adoption of self-service tools, customer portals, system enhancements, and digital resources.
- Maintain accurate customer and order information using available tools, systems, and reporting processes to track status, manage expectations, and improve follow-through.
- Own customer survey follow-up activities by reviewing feedback, identifying themes, coordinating corrective actions, and supporting measurable improvement in feedback metrics.
- Lead or support strategic initiatives and special projects that contribute to organizational growth, customer experience transformation, and operational excellence.
- Participate in and help lead onsite customer meetings, including travel to customer locations as needed to strengthen relationships, improve collaboration, and support issue resolution.
- Own the end-to-end customer experience by holding teams responsible to own the customer outcome while exceeding expectations.
Requirements
- Bachelor's Degree
- 1 + year of experience in Customer Service, Order Management, and/or Customer Experience
- 2 + years of demonstrated experience managing customer escalations, resolving complex issues, and communicating effectively with internal and external stakeholders.
- 2+ years of professional experience with strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
- Ability to travel through the US 25%
Skills
- Microsoft Office applications (Excel, Word, PowerPoint, Outlook)
- SAP
- Salesforce
- Power BI
- Customer portals
- Business systems and reporting tools
- Digital productivity and AI-enabled tools (e.g., Microsoft Copilot)
- Cross-functional collaboration
- Managing multiple priorities and deadlines
- Organizational skills
- Follow-up skills
- Problem-solving skills
- Decision-making skills
- Written communication skills
- Verbal communication skills
- Leadership
- Influencing without direct authority
- Team accountability
- Trend identification
- Driving improvement actions
- Career growth interest
- Leadership development interest
- Potential relocation interest
Location
- US
Work Type
- Onsite
- Travel
Experience Level
- 1+ year of experience
- 2+ years of experience
Education Level
- Bachelor's Degree
Salary/Compensations
- $96,000.00 - $192,000.00 annually
Benefits
- Health Care Benefits: Medical, Dental, Vision; Wellness incentives
- Retirement Benefits
- Time off and Leave: Paid vacation days (up to 15), paid sick days (up to 5), paid personal leave (up to 5), paid holidays (up to 13), birth and adoption leave, parental leave, family and medical leave, bereavement leave, jury duty leave, military leave, purchased vacation
- Disability: Short-term and long-term disability
- Life Insurance and Accidental Death and Dismemberment
- Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
- Tuition Assistance
- Short-term cash incentives
About the Company
- Carrier Global Corporation is a global leader in intelligent climate and energy solutions.
- The company is committed to creating innovations that bring comfort, safety, and sustainability to life.
- Carrier improves lives, empowers critical industries, and ensures the safe transport of goods through advancements in climate solutions.
- Carrier invented modern air conditioning in 1902 and leads with a purpose to enhance lives and the shared world.
- The company's success is driven by a world-class, inclusive workforce that prioritizes the customer.
Equal Opportunity
- Carrier is an Equal Opportunity Employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class.
- Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.
- If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at Carrier.Recruiting@carrier.com. We will make every effort to meet your needs in accordance with applicable laws.