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:

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