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Customer Experience Manager

Department: Customer Experience
Reports To: Director / Head of Supply Chain, Customer Experience & Warranty
Location: Houston TX

General Function

The Customer Experience Manager is responsible for leading and advancing the company’s customer experience strategy, customer service operations, order support processes, customer communications, and cross-functional initiatives that directly impact service quality, customer satisfaction, operational execution, and business performance.

This role provides leadership to the Customer Experience team while ensuring that customer inquiries, escalations, order issues, project support, and customer communications are handled accurately, professionally, and efficiently through remote channels, including email, phone, customer portals, shared inboxes, ERP systems, and other business platforms.

The position serves as a key liaison between Customer Experience, Sales, Production, Logistics, Finance, Credit, Warranty, Technical Services, Marketing, and IT to ensure customer expectations and business objectives are aligned.

In addition to managing day-to-day customer service performance, this role is expected to identify operational gaps, develop scalable processes, implement reporting tools, strengthen accountability, and lead continuous improvement initiatives across customer support and internal operational functions.

Position Responsibilities

Customer Experience Leadership

Lead, coach, and develop the Customer Experience team to ensure consistent service delivery, employee engagement, accountability, and operational discipline.

Responsibilities include:

• Manage daily Customer Experience operations, including customer inquiries, order support, escalations, service requests, and shared inbox workflows.
• Establish clear ownership, accountability, communication standards, and performance expectations across the team.
• Conduct regular team meetings, one-on-one development discussions, performance reviews, and training sessions.
• Support employee development, cross-training, succession planning, and career growth.
• Ensure team members follow company policies, service standards, and documented procedures.
• Promote a customer-first mindset while balancing business priorities, operational constraints, and company policies.

Customer Service Operations & Escalation Management

Own the execution and continuous improvement of customer service processes to ensure customer issues are resolved quickly, accurately, and professionally.

Responsibilities include:

• Manage escalated customer issues requiring coordination across multiple departments.
• Ensure timely resolution of order issues, delivery concerns, product availability questions, lead time inquiries, pricing concerns, and customer accommodation requests.
• Partner with Sales, Logistics, Production, Credit, Finance, Warranty, and Technical Services to resolve complex customer matters.
• Analyze recurring customer issues and develop corrective actions to reduce repeat problems.
• Maintain a disciplined escalation process with clear communication, ownership, and follow-up.
• Ensure customer interactions reflect professionalism, urgency, accuracy, and alignment with company standards.

Customer Communications & Change Management

Lead and coordinate customer communications related to business changes, operational updates, and customer-impacting initiatives.

Responsibilities include:

• Coordinate customer communications for price increases, product changes, product discontinuations, lead time updates, operational changes, customer announcements, and company initiatives.
• Work with Sales, Marketing, Production, Logistics, Finance, and leadership to ensure messaging is accurate, timely, and consistent.
• Create standardized communication templates, approval workflows, and distribution processes.
• Ensure internal stakeholders are aligned before customer communications are released.
• Support change management efforts that affect customers, distributors, builders, dealers, and internal teams through approved communication channels.
• Maintain consistency, accuracy, and professionalism in all customer communications.

Build With Allura / Multifamily Operational Support

Provide leadership and operational oversight for Build With Allura customer support functions, multifamily project administration, customer communications, reporting, and cross-functional execution.

Responsibilities include:

• Oversee customer support processes for BWA / Multifamily projects.
• Maintain project tracking tools, dashboards, workflows, and reporting.
• Coordinate support between Sales, Finance, Production, Logistics, Customer Experience, and customers through internal systems and established communication channels.
• Support contract administration, project tracking, pricing governance, customer communications, and project lifecycle visibility.
• Monitor project risks, customer commitments, pricing requirements, shipment priorities, and operational constraints.
• Identify process gaps and implement improvements that strengthen project execution, internal visibility, and customer support.

Process Improvement & Operational Excellence

Lead continuous improvement initiatives that improve customer experience, operational efficiency, documentation, and cross-functional execution.

Responsibilities include:

• Identify gaps in current workflows and develop scalable processes.
• Create and maintain standard operating procedures, work instructions, training materials, and departmental documentation.
• Lead or participate in cross-functional projects focused on improving customer experience and operational efficiency.
• Support the implementation and administration of customer portals, automation tools, workflow systems, and business technology solutions.
• Partner with IT and business stakeholders to improve systems, reporting, and customer support tools.
• Drive consistency, accountability, and repeatability across customer support processes.
• Establish process controls that improve accuracy, response time, visibility, and execution.

Knowledge, Skills and Abilities

• Strong knowledge of customer service principles, customer experience processes, and B2B customer support operations.
• Strong leadership skills with the ability to coach, develop, and hold team members accountable.
• Excellent written and verbal communication skills.
• Strong problem-solving, conflict resolution, and escalation management skills.
• Ability to work effectively across Sales, Production, Logistics, Finance, Credit, Warranty, Technical Services, Marketing, and IT.
• Strong organizational and prioritization skills with the ability to manage multiple initiatives simultaneously.
• Ability to analyze operational data, identify trends, and develop actionable recommendations.
• Strong attention to detail and follow-through.
• Ability to translate business needs into clear processes, documentation, tools, and reports.
• Professional judgment when balancing customer expectations, business priorities, and operational constraints.
• Proficiency in Microsoft Office, especially Microsoft Excel.
• Experience with ERP systems; SAP experience preferred.
• Experience with reporting, workflow, and collaboration tools such as Power BI, Smartsheet, CRM systems, customer portals, or similar platforms.

Required Qualifications

• Bachelor’s degree in Business Administration, Supply Chain, Operations, Communications, or related field preferred.
• 7+ years of experience in customer service, customer experience, operations, order management, or a related business function.
• 4+ years of leadership experience managing customer service or customer support teams.
• Experience handling customer escalations and cross-functional issue resolution.
• Experience developing processes, SOPs, work instructions, training materials, and performance standards.
• Experience using operational data and reporting tools to identify trends, measure performance, and recommend improvements.
• Strong written communication skills with experience preparing professional customer communications.
• Ability to manage multiple priorities, deadlines, projects, and stakeholders in a fast-paced environment.

Preferred Qualifications

• Experience in manufacturing, building materials, distribution, logistics, construction products, or B2B customer service.
• Knowledge of order management, inventory constraints, shipment prioritization, logistics, customer fulfillment, and supply chain processes.
• Experience supporting Multifamily, builder programs, dealer networks, distributors, or national accounts.
• Experience with project tracking, contract support, pricing governance, customer programs, or operational reporting.
• Experience leading process improvement or business system implementation initiatives.
• Experience creating dashboards, project trackers, executive summaries, and operational reports.
• Advanced proficiency in Microsoft Excel, Smartsheet, Power BI, SAP, or similar business systems.

Success Measures / KPIs

• Customer service response time and resolution time.
• Escalation closure rate and quality of resolution.
• Customer satisfaction and service consistency.
• Accuracy and timeliness of customer communications.
• Team performance, engagement, training completion, and development progress.
• Process documentation completion and adoption.
• BWA / Multifamily project tracking accuracy and visibility.
• Reporting accuracy, dashboard usage, and leadership visibility.
• Reduction of recurring customer service issues and operational gaps.
• Improvement in process consistency, accountability, and cross-functional execution.