Customer Experience Manager
$120,000–$140,000 year
On-siteElk Grove Village, Illinois, United States
Job Summary
Lead and develop a team of Customer Care Specialists responsible for processing global orders across multiple regions. Design, implement, and optimize customer experience strategies aligned with Go-To-Market goals, while managing complex escalations and disputes by collaborating with Sales, Operations, Quality, Finance, Logistics, and Credit. Drive continuous improvement initiatives such as Kaizen and 5S to remove bottlenecks, reduce cycle time, and improve quality through root cause analysis. Account for end-to-end standard work compliance in order-to-invoice, returns, and complaint handling, utilizing data analysis to identify trends and improvement opportunities. Coordinate with Production and Supply Chain to ensure lead-time and delivery expectations are met. Visit each location regularly to audit interactions, support workforce planning, and ensure operational consistency. Requires 10+ years of customer service management experience; reports to VP of Sales and Marketing.
Required Qualifications
- Bachelor's degree in business administration, Operations Management, or a related field
- Minimum of 10 years of customer service management or inside sales management experience
- U.S. person status (U.S. citizen, lawful permanent resident, or individual with protected status under U.S. immigration laws)
Desired Qualifications
- MBA preferred
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