Customer Experience Manager

<div> <div>Job Title: Customer Experience Manager</div> <div> </div> <div>Location: Louisville, KY</div> <div>Shift Hours: First Shift | Full-Time- Onsite</div> <div> </div> <div>About the Role</div> <div>Our client is growing their team and is in need of a Customer Experience Manager who</div> <div>will take charge of the customer journey and internal service operations.</div> <div>This position is a newly developed, impactful leadership role created for an individual who</div> <div>can construct, execute, and enhance systems while improving both customer experience and</div> <div>internal team performance. You will supervise the customer service team and oversee the</div> <div>accounting team (accounts payable/receivable), introduce new software solutions, and lead</div> <div>training initiatives throughout the organization.</div> <div>This position reports directly to the Vice President and President, providing significant</div> <div>visibility and influence across the business.</div> <div>If you excel in a growing environment, enjoy establishing structure, and can lead teams while</div> <div>enhancing processes—this opportunity offers great potential.</div> <div> </div> <div>Key Responsibilities</div> <div> </div> <div>• Manage and enhance the entire customer experience from initial interaction to follow-up</div> <div>after service completion</div> <div> </div> <div>• Supervise, train, and lead the customer service (CSR) team and accounting team (AP/AR)</div> <div>• Identify, assess, and implement new software systems to enhance customer</div> <div>experience and operational effectiveness</div> <div>• Create and implement training programs for customer service skills, systems, and internal</div> <div>processes</div> <div>• Establish and enforce standards for customer communication, call quality expectations, and</div> <div>service uniformity</div> <div> </div> <div>• Oversee escalated customer issues and ensure prompt, professional resolution</div> <div>• Monitor customer feedback, reviews, and service metrics to identify patterns and</div> <div>enhancement opportunities</div> <div>• Develop and refine SOPs, scorecards, and reporting metrics to monitor performance</div> <div>• Drive orientation and continuous training for both new and existing staff members</div> <div>• Collaborate with leadership on process enhancement projects and new initiatives as the</div> <div>business expands</div> <div>• Support staff engagement, retention efforts, and overall team growth</div> <div> </div> <div>Qualifications / Requirements</div> <div>• 3+ years of management experience in customer service, customer experience, or</div> <div>operations</div> <div>• Demonstrated ability to manage teams and uphold performance metrics</div> <div>• Experience working with CRM, ERP, or customer service software systems</div> <div>• Strong communication, training, and coaching skills</div> <div>• Experience collaborating with operations, service, and accounting teams</div> <div>• Highly organized with a process-focused mindset</div> <div>• Ability to balance multiple priorities in a fast-paced, growth-focused environment</div> <div> </div> <div>Preferred Experience</div> <div>• Experience leading a CSR or call-center environment</div> <div>• Background in service-oriented industries (HVAC, plumbing, manufacturing, or similar)</div> <div>• Experience managing or closely collaborating with accounting functions (AP/AR)</div> <div>• Experience establishing systems in a growing or expanding company</div> <div> </div> <div>Compensation &amp; Benefits</div> <div>• Competitive salary based on experience</div> <div>• Performance-based bonus opportunities</div> <div>• Unlimited PTO</div> <div>• 401(k) with company match</div> <div>• Comprehensive health insurance</div> <div> </div> <div>Why This Role Stands Out</div> <div>• Newly established role with significant visibility and responsibility</div> <div>• Direct reporting line to executive leadership (VP &amp; President)</div> <div>• Opportunity to create systems from scratch</div> <div>• Direct impact on both customer experience and internal operations</div> <div>• Strong potential for growth as the company continues to expand</div> </div>