Customer Experience Manager

Position Summary

The Customer Experience Manager has enterprise-level accountability for the operational performance, financial results, and risk management of Customer Service, Factory Service (Warranty), Field Service and Warehouse Operations. Reporting to the Director of Sales, this role drives measurable improvements in service efficiency, warranty cost performance, field effectiveness, and customer retention while protecting profitability and brand reputation. The position ensures consistent execution across customer-facing service operations and is responsible for implementing, standardizing, and enforcing corporate policies within those functions.

Essential Functions and Responsibilities

End-to-End Customer Experience Ownership

• Ensures alignment between pre-sale commitments and post-sale execution by standardizing handoffs across quoting, order entry, customer service, field service, and factory service functions.
• Establishes customer experience standards for responsiveness, accuracy, professionalism, and issue resolution across all customer-facing functions, including on-site service.
• Serves as the executive escalation point for complex or high-impact customer issues spanning multiple departments or requiring on-site resolution.
• Evaluates systemic breakdowns across departments and leads cross-functional corrective action initiatives to prevent recurrence.

Quotation, RFQ & Order Experience Oversight

• Provides oversight of RFQ response, quotation execution, and order-entry processes as they relate to customer experience and execution quality.
• Ensures quote accuracy, scope clarity, and lead-time reliability to prevent downstream field service, startup, or warranty issues.
• Partners with Sales leadership and the Customer Service Manager to improve responsiveness, consistency, and quality in quoting and order processing.
• Identifies recurring quote or order-related issues that negatively impact field execution and drives corrective action.
• While Sales retains ownership of commercial strategy and pricing authority; Customer Experience owns execution quality and customer-facing experience.

Leadership & People Management

• Leads a multi-layer organization of managers and field-based professionals, including succession planning, leadership development, and long-term capability building across customer-facing functions.
• Evaluates organizational structure, staffing models, and service deployment strategies to ensure scalability and operational effectiveness.
• Establishes clear performance expectations, priorities, and accountability for each department leader.
• Coaches managers on customer communication, escalation handling, safety, and cross-functional coordination.
• Supports hiring, development, performance evaluation, and corrective action processes for customer-facing leadership roles.
• Builds a culture of accountability, professionalism, safety, and continuous improvement across office-based and field-based teams.

Field Service Oversight & Execution

• Accountable for the operational effectiveness and safety compliance of Field Service activities.
• Ensures field service resources are deployed effectively and aligned with customer priorities, safety standards, and company policies.
• Ensures field service findings, failure data, and customer feedback are captured accurately and communicated to Customer Service, Warranty, Engineering, and Quality.
• Ensures field service activities are coordinated with factory service and warranty processes to deliver a seamless customer experience.
• Establishes and enforces performance standards for field productivity, response time, documentation quality, first-time fix rates, and customer communication.

Operational Oversight & Performance Metrics

• Establishes and owns customer experience performance metrics across the full lifecycle, including RFQ responsiveness, quote accuracy, order quality, field service response and resolution, warranty trends, and overall issue resolution effectiveness.
• Reviews departmental performance regularly and ensures corrective actions are implemented when standards are not met.
• Ensures consistent escalation, prioritization, and resolution of customer issues across customer service, field service, and factory service.
• Utilizes performance data to monitor lifecycle effectiveness and ensure corrective actions are executed and sustained.
• Translates performance data into actionable business decisions that improve service efficiency, reduce cost exposure, and enhance long-term customer retention.
• Presents service performance trends and risk indicators to senior leadership as part of operational review processes.
• Designs and governs the customer experience analytics framework, including KPI definitions, data governance standards, dashboards, predictive indicators, and enterprise reporting cadence.

CRM, Systems & Digital Enablement

• Owns and defines business requirements for CRM, quoting, order, field service, and warranty systems to ensure scalable operations and enterprise visibility.
• Partners with Marketing, which owns CRM build, configuration, and administration, to define workflows, data standards, reporting, and prioritization.
• Ensures adoption and correct use of CRM and related systems by customer service, field service, and factory service teams.
• Establishes accountability for data quality, system utilization, and visibility across the entire customer lifecycle, including field activity documentation.
• Sponsors process automation and digital enablement initiatives that improve data accuracy, operational efficiency, and cross-functional transparency.
• Defines enterprise reporting architecture for customer lifecycle visibility, ensuring real-time dashboards are available to Sales, Operations, Engineering, and Executive leadership.
• Partners with IT and Marketing to implement advanced analytics, including automation, workflow triggers, and performance alerts.
• Establishes data validation and audit protocols to ensure reporting integrity.

Warranty, Factory Service & Field Alignment

• Provides oversight of warranty and factory service operations to ensure consistent policy application and customer communication.
• Ensures warranty, factory service, and field service data are translated into actionable insights for Engineering, Quality, Operations, and Sales.
• Ensures corrective actions resulting from field service findings, service failures, or warranty claims are tracked, validated, and closed.
• Aligns field repair and startup practices with product improvement and warranty reduction initiatives.

Cross-Functional & External Engagement

• Serves as the senior service representative in distributor and key customer engagements where service performance directly impacts commercial outcomes.
• Influences executive decision-making by providing service performance insights and operational risk assessments.
• Partners with Marketing, Operations, Engineering, Quality, Finance, and IT to ensure alignment on customer experience objectives.
• Represents the customer experience function in internal planning, prioritization, and improvement initiatives.

Financial & Business Accountability

• Develops and manages annual operating budgets for Customer Service, Factory Service, and Field Service.
• Accountable for warranty cost performance, service labor utilization, travel expense control, and field productivity metrics.
• Identifies cost drivers and implements initiatives to reduce warranty exposure and improve service margin performance.
• Provides forecasting and resource planning to align service capacity with business growth.
• Partners with Finance to monitor accruals, reserves, and service-related financial performance indicators.

Warehouse Operations – Grand Prairie Distribution Center

• Provides leadership and performance oversight for the Grand Prairie, Texas distribution warehouse through the Warehouse Manager.
• Holds the Warehouse Manager accountable for order accuracy, on-time shipment performance, inventory accuracy, and safe warehouse operations.
• Reviews warehouse performance metrics including backorders, inventory turns, cycle count accuracy, shipping errors, and damage claims, ensuring corrective action when standards are not met.
• Partners with Sales and Operations to align inventory stocking levels with distributor demand, forecast trends, and regional growth initiatives.
• Ensures warehouse processes support distributor responsiveness, product availability, and overall customer satisfaction.

Education

• Bachelor’s degree in Business, Engineering, or a related field required.
• Advanced degree preferred.

Experience

• 10 years of experience in customer service, service operations, field service, warranty, or technical support within an industrial or manufacturing environment.
• Demonstrated experience leading managers and field-based teams.
• Demonstrated track record of driving measurable operational improvements, cost reduction initiatives, and cross-functional performance alignment.
• Experience managing departmental budgets and performance metrics required.
• Strong background supporting distributors and end users in a technical, engineered product environment.
• Experience with CRM, ERP, field service, and warranty systems required.

Knowledge, Skills, and Abilities

• Strong leadership and organizational skills with the ability to influence across functions.
• Deep understanding of quoting, order execution, field service operations, warranty, and factory service.
• Ability to manage complex customer escalations, including on-site issues, with professionalism and sound judgment.
• Strong analytical skills and comfort using performance and system data to drive decisions.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Mechanical aptitude and familiarity with pump systems preferred.
• Proficiency in Microsoft Office; familiarity with CRM, ERP, and field service systems required.