Senior Manager Customer Service

Company Description

Coated Products North America (CPNA) is part of the BlueScope group of companies located in 12 countries and employs over 14,000 employees. As a leading international supplier of steel products and solutions, principally focused on the global building and construction industry, we believe that our people are our strength. Having a diverse and inclusive workplace enables us to improve our capability and ensure continued, sustainable success.

Senior Manager, Customer Experience

This position is available in West Sacramento, CA, Spokane, WA, Tacoma, WA orKalama, WA

Welcome to ASC Profiles.

Our team of 200 people is our strength, and we want our people to be safe, successful and well.

We love what we do. We're a leading steel manufacturer o ering superior metal roofing, siding and decking solutions delivered with exceptional customer experience – building beautiful, strong and sustainable communities. Our brands include ASC Building Products, ASC Steel Deck and AEP Span.

We sit alongside our colleagues at Steelscape as part of NS BlueScope Coated Products North America (CPNA), a joint venture between BlueScope and Nippon Steel.

Working in close-knit teams, our culture feels like a local business while benefiting from the scale of the group and global organization.

Joining the ASC Profiles team means you'll play your part in our ongoing success as we consistently deliver for our customers and strengthen our communities, now and into the future.

About the role

The Senior Manager, Customer Experience, ASC is responsible for optimizing all customer

interactions to improve satisfaction, loyalty, and retention. They analyze customer feedback, design and improve the customer journey across all touch points, and collaborate with other departments to ensure a seamless and positive experience. This role shapes how customers perceive the company through direct and indirect interactions. By driving improvements in service delivery and promoting customer advocacy, the Senior Manager Customer Experience directly influences retention rates, product adoption, and revenue growth in competitive building materials markets.

Primary Duties & Responsibilities


Leadership: Lead and manage customer-facing teams covering customer success, onboarding, training, and support, ensuring alignment with company business goals and service excellence. Coach, mentor, and develop customer experience teams, fostering a culture of accountability, collaboration, and high performance. Guide and train customer service teams, handle escalated issues, and manage the overall customer experience team.

 Customer Satisfaction and Loyalty: Oversee customer registration, vetting, onboarding, and training processes to deliver seamless experiences from first contact through ongoing engagement. Manage escalations and complex customer issues with timely resolution, maintaining high standards of service and customer trust.

 Upleveling Service Standard within ASC: Act as strategic connectors across departments, influencing both customer and business outcomes: Project management – leading initiatives that bridge marketing, product, and support; executing CX roadmaps with measurable goals. Business acumen and procurement awareness – evaluating vendor tools and ROI; managing budgets and technology tradeo s. Change management – guiding organizational adoption of CX practices and securing executive buy-in.

 Commercial Collaboration: Collaborate closely with sales, product development, marketing, and operations teams to ensure customer feedback informs service, product feature development, and continuous improvement e orts.

 Customer Engagement and Retention: Data analytics and CX metrics – proficiency with Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer E ort Score (CES), and journey analytics to identify friction points and drive action.

 Commercial Growth and Innovation: Act as a customer advocate internally, driving improvements and innovations based on customer insights and industry benchmarks. Use data analytics and customer health metrics to identify risk areas, report trends to senior leadership, and recommend strategic initiatives for growth and retention.

Education & ExperienceQualifications

Minimum:

 Bachelor's degree

 Typically requires 7–10 years of experience in customer experience, success, or related

customer strategy roles, preferably with 3 years in leadership positions.

 Experience transforming or reorganizing customer experience teams is required.

 Strong expertise in customer journey mapping, data-driven decision making, program management, and multi-stakeholder collaboration.

 Excellent communication, presentation, and interpersonal skills suitable for influencing senior leaders and cross-functional teams.

 Familiarity with CRM systems, analytics tools, and customer feedback platforms valuable for performance tracking and insight gathering.

 Ability to thrive in ambiguous environments, manage multiple projects simultaneously, and lead cross-departmental initiatives.

 Analytical skills: Ability to interpret data and customer feedback to measure performance and identify trends.

Preferred:

 Knowledge of ASC Division products and specifications  Construction Management

 Experience transforming customer service to a customer experience team

 5 years with increasing responsibility in customer service in manufacturing environment.  Knowledge of building construction, transportation and construction terminology highly

 Salesforce and SAP experience preferred

Skills & Competencies

Ability to delegate

Adapting cultural differences

Change management

Project management

Building and maintaining relationships

Business acumen

Coaching and developing others

Drive for results

Embracing and implementing change

Follow BSL safety framework

Innovative problem solving

Leading team achievements

Must have demonstrated experience with MS Window applications such as Outlook, Word, PowerPoint and Excel

Must have excellent communication skills, both written and verbal

Negotiation skills

Resolving conflict and resiliency

Safety and Environmental Focus

Strong leadership, analytical and diplomacy skills

Understanding and experience in sound business practices and methodology

Salary Range: The expected pay scale for this role is $169, ,000 annually, depending on experience, skill set, and qualifications. In addition to base salary, this position is eligible for an annual bonus, health and welfare benefits and 401(k) match in accordance with BlueScope policies.

Arbitration Notice

Steelscape LLC (and its related BlueScope companies) requires all new hires to sign a Mutual Arbitration Agreement as a condition of employment. This agreement provides that any employment-related disputes between you and the Company will be resolved through final and binding arbitration rather than in court, except where prohibited by law. The agreement also includes a class and collective action waiver, meaning claims must be brought on an individual basis.

Applicants may review a copy of the agreement upon request prior to signing.

Additional Information

The preceding job responsibilities and tasks were designed to indicate the general nature and level of work performed by associates in this job. It is not designed to contain or be interpreted as a comprehensive inventory of all job duties and responsibilities required of associates assigned to this job. Associates may be required to perform other duties as assigned. Additional job competencies, individual goals, and performance measurements are set at the department level.

The benefits are just as rewarding as the work at BlueScope. To support our goal, we offer a total compensation plan and an outstanding benefits package that includes health insurance, life insurance, short and long-term disability, paid time off, and retirement.

EEO Employer/M/F/Disabled/Protected Veteran

BlueScope is an equal

opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status, as a protected veteran, among other things, or status as a qualified individual with disability.

Salary : $169