Customer Experience Manager

Job Description

Job Description

Customer Experience Manager

Location: High Point, NC

Hours: Monday – Friday/ 8am-5pm

Job Type: Exempt

Direct Reports: 4 Managers

Report To: Director of Operations

Department: Service

JOB SUMMARY

Pella Carolina, Inc is looking for a Customer Experience Manager for our Greensboro, NC location. We need a confident, talented individual who is focused on details and thrives on a challenge. We provide an independent, exciting, fast-paced, and fun work environment. The Customer Experience Manager will be responsible for the Installation and Service teams ensuring strategic planning and collaboration for the entire customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Always exhibits the highest standard of personal ethics and adhere to all Pella Carolina policies.
• Promote a culture of safety and accountability by adhering to established protocols, proactively identifying potential risks, and fostering a workplace environment where safety is a shared priority.
• Lead by example in managing, mentoring, and developing a high-performing team focused on delivering exceptional customer experiences.
• Oversee the full life cycle of project execution, including scheduling, resource allocation, and quality customer service.
• Champion quality control practices to ensure all installations meet company standards and meet customer expectations.
• Proactively identify challenges and implement timely, effective solutions that enhance operational success for install and service team.
• Monitor and manage operating expenses, ensuring alignment with established budgetary targets.
• Foster cross-functional collaboration to build synergy between departments and strengthen overall organizational performance.
• Build organizational capacity by recruiting, onboarding, and evaluating third-party installers and field service partners as needed
• Utilize dashboards and performance metrics to monitor key indicators and inform data-driven decisions.
• Conduct regular performance assessments and assist managers to deliver constructive feedback to team members.
• Lead through innovation, fostering a culture that embraces change and continuous growth.
• Ensure team members fully and effectively utilize core systems (OMS, Salesforce/PIES, PQM, Service platforms); address any deficiencies promptly.
• Complete additional duties and projects as assigned by leadership and needs for the team.

REQUIRED QUALIFICATIONS

• Bachelor's degree preferred
• Five (5) plus years of experience in Customer Service or Project Management
• Three (3) years management experience
• Excellent written and verbal communication skills

BENEFITS

• Competitive Compensation.
• Insurance (medical, dental, vision)-First of the month after 30 days of employment.
• Flexible Spending Account (FSA) to manage health and dependent care expenses.
• Life Insurance.
• 401(k)/ 401(k) matching-50% up to 6% after 1 year of employment.
• Profit sharing for additional financial rewards.
• 9 Paid Holidays.
• Generous Vacation/ PTO for work-life balance.
• Tuition Reimbursement to support your professional growth.
• Onsite Chaplin and Bible study programs if needed for spiritual support.
• On-site weight room for wellness.
• Employee Assistance Program (EAP) offering confidential support and resources.

Most people talk about culture, but we live and breathe it in all that we do. We care about our customers and our associates. We strive to provide a work environment that follows our beliefs:

• Culture- We are a team-oriented company. We believe in our employees and strive to improve the lives of those we touch.
• Benefits- Comprehensive benefit packages
• Growth- We believe in our employees and encourage them to grow both personally and professionally. As a company, we invest in our employees.
• Work-Life Balance- We take pride in our employees having a well work-life balance
• Our People- Here you will work side by side with very knowledgeable people in the industry and build relationships that last.