Description
cx strategy
kpi monitoring
process improvement
data analytics
ai tools
training programs
The Senior Manager, Customer Experience (CX) leads multiple customer‑facing and operational‑excellence teams across the U.S., Canada, and India. This role oversees Customer Support, Consumer & Technical Support, Warranty, Business Excellence, and QA/Training functions, ensuring strategic alignment, operational efficiency, and continuous improvement to drive growth through an exceptional customer experience.
- Develop and execute CX vision and strategy with VP of Marketing & Customer Experience
- Mentor and coach managers across U.S., Canada, and India to foster collaboration and accountability
- Drive initiatives that improve customer satisfaction and loyalty
- Encourage proactive team environment and ensure effective performance of all CX teams
- Monitor KPIs and implement corrective actions and process improvements
- Oversee resource planning, budgeting, and compliance for CX operations
- Champion continuous improvement initiatives across support processes
- Collaborate with marketing, product, LITC, and IT to enhance digital tools and self‑service, emphasizing AI
- Leverage Voice of Customer (VoC) insights to inform CX strategy
- Incorporate external industry insights to shape Lennox’s future customer experience vision
- Partner with Business Excellence to identify process gaps and apply Lean/Six Sigma methodologies
- Drive data analytics and reporting to guide CX strategy and operational enhancements
- Deliver at least three major process improvement initiatives annually
- Oversee QA programs to ensure service consistency and compliance
- Develop and maintain training programs for all CX teams, monitoring completion rates and quality metrics
- Improve Net Promoter Score (NPS) by at least 5 points year‑over‑year
- Reduce warranty claim cycle time by 15% year‑over‑year
- Maintain employee engagement level of 85% or higher
Requirements
bachelor's
8 years
managerial
training
communication
problem solving
Candidates must hold a bachelor's degree or equivalent experience, have at least eight years of relevant experience, and a minimum of five years in a managerial role. They must be capable of training, evaluating, and directing staff, establishing policies, managing call‑center operations, and possessing strong written and verbal communication, product knowledge, and advanced problem‑solving skills.
- Achieve Customer Satisfaction (CSAT) score of 90% or higher
- Maintain First Contact Resolution (FCR) rate of 80% or higher
- Bachelor’s degree or equivalent education/experience
- Minimum 8 years of related experience, including 5 years in managerial roles
- Ability to train, evaluate, and direct assigned employees
- Capability to establish policies and manage call‑center business and operational aspects
- Excellent written and verbal communication with effective listening skills
- Extensive knowledge of company products and services
- Advanced problem‑solving abilities
Benefits
The position is salaried and exempt, with a starting salary range of $124,000 to $162,750 annually, eligibility for an annual bonus, and no overtime entitlement. Comprehensive benefits include tuition reimbursement, medical/dental/vision coverage, prescription drug coverage, a 401(k) plan, short‑term disability, generous leave policies, and various paid holidays and time‑off options.
- Achieve 100% completion of mandatory training programs
- Salary range $124,000–$162,750 annually, exempt status, eligible for annual bonus
- Benefits: tuition reimbursement, medical/dental/vision insurance, prescription coverage, 401(k), short‑term disability, 8 weeks birthing leave, 2 weeks bonding leave, life and long‑term disability insurance
- Paid time off: up to 12 days PTO, 2 well‑being days, 1 volunteer day, 12 holidays, 3 floating holidays per year
Training + Development
Information not given or found
