What are the responsibilities and job description for the Customer Experience Operations Manager position at Scott Industrial Systems?
Company Overview:
As a premier fluid power distributor in the U.S, Scott Industrial Systems provides dedicated fluid power support and custom-designed solutions that meet customer performance goals and keep the industry running. We offer expertise in hydraulics, pneumatics, electronic control systems, and repair for over 75 years.
Position Summary:
The Customer Experience Operations Manager leads and unifies all Customer Experience (CE) teams across branches to deliver a consistent, responsive, and welcoming experience for both internal and external customers. This role is responsible for operational excellence, people leadership, performance management, and cross-departmental collaboration with Sales, Purchasing, Accounting, Shipping, and Operations.
This manager champions a positive culture, establishes scalable support systems, ensures timely customer response, and aligns team performance with organizational objectives while serving as a hands-on backup and problem-solver when needed.
Key Responsibilities:
- Establish and maintain a unified Customer Experience model that serves the unique needs of each branch while ensuring consistency with corporate procedures.
- Plan and conduct regular meetings (weekly support leadership meetings, monthly team meetings) to promote alignment, transparency, and idea sharing.
- Oversee daily operations for all Customer Experience teams across branches, including remote CE leadership.
- Monitor group workload throughout the day to ensure prompt response times and SLA adherence with the assistance of branch leadership.
- Track, analyze, and report on KPIs, SLAs, ticket queues, response times, productivity, quality metrics, and customer satisfaction.
- Monitor OTD, RMAs, and service issues; assist team members in root cause analysis and corrective actions in collaboration with other departments.
- Maximize operational performance by allocating resources, resolving issues, and removing barriers to productivity and accuracy.
- Collaborate with internal teams to develop procedures, agreements, and policies that improve efficiency and customer outcomes.
- Serve as a central point of escalation and coordination for complex customer or process challenges.
- Recruit, select, onboard, train, assign, coach, counsel, and discipline Customer Experience team members.
- Serve as backup support for Dayton and other branch Customer Experience teams during vacations or absences.
- Handle customer and inside/outside sales requests as needed, including:
- Placing purchase orders
- Answering order and process questions
- Supporting quotes and issue resolution
- Maintain regular contact with customers and sales personnel to understand service requirements and satisfaction levels.
- Strong leadership and people-development skills
- Operational and process-driven mindset
- Ability to prioritize competing projects and customer needs
- Data-driven decision making and KPI management
- Excellent communication and collaboration skills
- Positive, solution-oriented attitude
- Comfort supporting both strategic initiatives and hands-on daily operations
Required Experience:
- High School Diploma
- 10 years in people and process management
- 10 years in customer service or sales