**Requisition ID:** 72494 **About Whirlpool Corporation** Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including _Whirlpool_ , _KitchenAid_ , _JennAir, Maytag_ , _Amana,_ _Brastemp_ , _Consul_ , and _InSinkErator_ . In 2024, the company reported approximately $17 billion in annual sales - close to 90% of which were in the Americas - 44,000 employees, and 40 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com . **The team you will be a part of** You know us for our iconic Stand Mixer, but we're so much more. By joining the KitchenAid Small Appliances Team, you'll be part of a group that pushes the boundaries of culinary innovation and award-winning design. We don't just build products; we strive to deliver a best-in-class experience across the entire consumer journey. If you're passionate about blending tradition with cutting-edge creativity, you'll feel right at home here. **This role in summary** The Customer Experience (CX) Strategy & Operations Manager is responsible for leading the delivery of KitchenAid's CX strategy, ensuring it aligns with organizational objectives and drives a culture of excellence. This role serves as the primary bridge between KitchenAid and our Consumer Services Contact Center (CxC). You will oversee this vital relationship, managing operational performance, inspiring world-class service delivery, and ensuring every customer interaction enhances our brand reputation. **Your responsibilities will include** **CX Strategy & Relationship Management** + **Brand Advocacy:** Serve as the CX champion, fostering a culture of exceptional service across all business functions. + **CxC Leadership:** Lead the relationship with our contact center partner, inspiring the team to meet and exceed world-class CX standards. + **Operational Governance:** Establish a performance framework to track CxC metrics, ensuring all Service Level Agreements (SLAs) are consistently met. + **Strategic Rituals:** Lead structured communication cycles to ensure alignment: + **Daily:** Tactical pulse checks (SLAs and deflection monitoring). + **Weekly:** Performance reviews, roadblock removal, and coaching on mitigation rates. + **Monthly:** Business reviews (MBRs) focusing on volume optimization and KPI trends. + **Quarterly:** Top-to-Top sessions for roadmap alignment and executive confidence. **Operational Excellence & Insights** + **Continuous Improvement:** Partner with the CxC to drive operational efficiency, team growth, and process refinement. + **Closed-Feedback Loop:** Own the framework for transforming customer data into actionable insights, sharing findings across the business to drive change. + **Forecasting & Planning:** Collaborate with D2C and Consumer Services teams to manage contact volume forecasting and ensure proactive staffing levels. + **Escalation Management** : Work directly with the CxC team to resolve high-priority customer escalations. **Performance Reporting & Innovation** + **CX Analytics:** Analyze feedback and identify trends/pain points to improve the customer journey. + **Technical Synergy:** Work with IT and D2C teams to ensure system requirements support the CX strategy and enhance interactions. + **Specialized Reporting:** Deliver data-driven insights on: + **Product Quality Signals:** Identifying hardware/software malfunctions or recurring defects. + **Unintended Use Cases:** Reporting "off-label" product usage by consumers. + **UX Friction:** Identifying UI elements or features causing high contact volume. + **Returns Classification:** Need differentiation of returns needing credits issued vs PEX or other non-credit returns **Minimum requirements** + **Education:** Bachelor's degree in Business, Operations, Communications, or a related field. + **Work Experience:** 4-5 years of direct experience in Customer Experience (CX) Operations, Contact Center Management, or Customer Service Strategy. **Preferred skills and experiences** + **7+ years** of broader experience in a CX Strategy or Operations role, ideally within the consumer goods or D2C space. + **Experience:** Proven track record in a Customer Service leadership or CX Operations role, including tracking performance metrics and enforcing SLAs. + **Leadership:** Strong cross-functional influence and people management skills, with a heavy emphasis on coaching and development. + **Analytical Rigor:** Advanced analytical skills with the ability to translate complex data into clear strategic and actionable recommendations. + **Communication:** Exceptional written and oral communication skills; abil