Customer Experience Manager

Position Summary

The Manager, Customer Care is responsible for leading the end-to-end customer experience from pre-sale technical support through post-sale execution. This role oversees customer service operations, order management, issue resolution, onboarding coordination, and account health management to ensure a high-quality and scalable customer experience.

The ideal candidate is proactive, customer-focused, operationally minded, and capable of building processes that support company growth while maintaining strong service levels and customer satisfaction.

Key Responsibilities

· Lead day-to-day customer care operations, ensuring timely and professional customer support.

· Manage inbound customer service inquiries, order status updates, issue escalation, and resolution management.

· Own customer onboarding processes and ensure seamless transition from sales to operations.

· Monitor and communicate SLA performance metrics internally and externally.

· Develop and maintain customer health monitoring processes in partnership with the Sales team.

· Proactively identify at-risk accounts and coordinate recovery strategies.

· Build scalable workflows, reporting tools, and service procedures to support operational growth.

· Partner cross-functionally with Sales, Operations, Repair, Fulfillment, and Leadership teams to improve customer experience.

· Track customer satisfaction metrics and implement continuous improvement initiatives.

· Assist in developing KPI dashboards and operational reporting standards.

· Support strategic initiatives related to process optimization and operational efficiency.

Qualifications

· Bachelor’s degree preferred or equivalent experience.

· 5 years of experience in customer service, account management, operations, or customer success leadership.

· Experience managing escalations and customer relationships in a fast-paced environment.

· Strong organizational and communication skills.

· Ability to build processes and drive operational improvements.

· Proficiency in CRM and ERP systems preferred.

· Strong analytical and problem-solving abilities.

Preferred Skills

· Experience in manufacturing, logistics, technology, repair services, or supply chain environments.

· Familiarity with SLA management and customer performance metrics.

· Ability to manage multiple priorities while maintaining a high level of customer service.

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