Customer Experience Manager

Carrier

. Serve as the escalation leader for assigned customers and internal teams .

Posted 10/6/2026full-timeUnited StatesJuniorMid-Level💰 $96,000 - $192,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service and order management skills, with a focus on managing escalations and improving customer experience through data-driven insights and cross-functional collaboration. Proficient in utilizing digital tools and systems to enhance customer engagement and operational efficiency.

Highest-signal resume keywords

Customer Service ManagementOrder ManagementEscalation ResolutionMicrosoft Office ProficiencyCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ExperienceProcess ImprovementData AnalysisProblem SolvingDecision Making

Soft Skills

Organizational SkillsCommunication SkillsInfluencing SkillsTeam Accountability

Tools & Technologies

SAPSalesforcePower BICustomer PortalsMicrosoft Copilot

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Customer FeedbackOperational DataPerformance MetricsSelf-Service ToolsDigital Resources

About the role

Key responsibilities & impact

Serve as the escalation leader for assigned customers and internal teams
Strengthen relationships with top customer accounts
Act as the primary point of contact for customer communication throughout order and service delivery
Lead customer and internal cross-functional meetings
Partner with Order Management, Delivery, Operations, Sales, Service, and other stakeholders
Use data, systems, customer feedback, and process insights to identify trends, root causes, and improvement opportunities
Lead and support process improvement initiatives
Promote team accountability and engagement
Identify customer training needs and facilitate adoption of self-service tools, customer portals, system enhancements, and digital resources
Maintain accurate customer and order information using available tools, systems, and reporting processes
Own customer survey follow-up activities and coordinate corrective actions
Lead or support strategic initiatives and special projects
Participate in and help lead onsite customer meetings, including travel to customer locations as needed
Own the end-to-end customer experience and drive accountability for customer outcomes

Requirements

What you’ll need

Bachelor's Degree
1+ year of experience in Customer Service, Order Management, and/or Customer Experience
2+ years of demonstrated experience managing customer escalations, resolving complex issues, and communicating effectively with internal and external stakeholders
2+ years of professional experience with strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook
Ability to travel through the US 25%
Ability to work cross-functionally in a fast-paced, dynamic environment while managing multiple priorities and deadlines
Strong organizational, follow-up, problem-solving, and decision-making skills
Excellent written and verbal communication skills
Ability to tailor messages for customers, peers, and leadership
Ability to lead by example, influence without direct authority, and support team accountability
Experience using customer feedback, survey results, operational data, or performance metrics to identify trends and drive improvement actions
Experience with SAP, Salesforce, Power BI, customer portals, or similar business systems and reporting tools
Comfortable using digital productivity and AI-enabled tools, such as Microsoft Copilot or similar platforms
Demonstrated interest in career growth, leadership development, and potential relocation based on business needs

Benefits

Comp & perks

Short-term cash incentives, subject to plan requirements
Medical, dental, and vision benefits
Wellness incentives
Retirement benefits
Paid vacation days, up to 15 days
Paid sick days, up to 5 days
Paid personal leave, up to 5 days
Paid holidays, up to 13 days
Birth and adoption leave
Parental leave
Family and medical leave
Bereavement leave
Jury duty leave
Military leave
Purchased vacation
Short-term and long-term disability
Life insurance and Accidental Death and Dismemberment
Health Savings Account
Health Care Spending Account
Dependent Care Spending Account
Tuition assistance