Customer Experience Strategy & Operations Manager, US KASA
On-site · Benton Harbor, Michigan, United States or Saint Joseph, Michigan, United States
Job Summary
Lead KitchenAid CX strategy and operations, serving as primary liaison between KitchenAid and the Consumer Services Contact Center; own CX governance, SLAs, and performance frameworks; drive continuous improvement, forecasting, and staffing; transform customer feedback into actionable insights; collaborate with IT and D2C teams to ensure systems support CX; deliver data-driven insights on product quality signals, unintended use cases, UX friction, and returns classification; requires a Bachelor’s degree and 4–5 years of CX/Operations experience; strong leadership, analytics, communication, and cross-functional collaboration skills.
Required Qualifications
- Bachelor’s degree
- 4–5 years of direct experience in Customer Experience (CX) Operations, Contact Center Management, or Customer Service Strategy
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