Customer Experience Manager

Job Description:

Position Summary:
The Customer Experience Manager is responsible for leading and developing a MTS customer experience team, identifying pain points in existing processes, driving continuous improvement initiatives, and create a more positive and consistent experience for our customers and internal teams. This role ensures exceptional customer support across multiple channels. They will oversee the day-to-day operations of the MTS customer experience team. The team scope of responsibilities includes clean order processing, contract administration, direct engagement with customers inquiries, customer portals, software licensing support. This position will work closely with internal teams to ensure customer inquiries and expectations are met.

Key Responsibilities:

Continuous Improvement

• Assess current internal processes to understand workflow gaps and inefficiencies.
• Identify pain points experienced by internal teams and customers.
• Drive continuous improvements that enhance both operational efficiency and customer experience.
• Establish or refine processes for managing customer requests and inquiries
• Improve how incoming leads are captured, tracked, and handled across teams.
• Collaborate with cross-functional stakeholders to implement improvements that support scalability and customer satisfaction.

Team Leadership & Oversight

• Supervise, train and develop customer service team members to achieve performance goals and deliver outstanding customer experiences.
• Establish clear processes, workflows, and performance standards for the team.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Serve as an escalation point for complex customer issues

Process Management

• Oversee order accuracy and clean order processing to minimize errors and delays.
• Manage contract documentation and ensure timely renewals and compliance.
• Coordinate with Accounting for billing inquiries, payment issues, and credit approvals.
• Track and report key performance metrics (call center efficiency, order accuracy, customer satisfaction).
• Provide feedback to improve systems, portals, and workflows for enhanced customer experience.

Skills:

• Strong leadership and team management abilities.
• Excellent communication and problem-solving skills.
• Proficiency in CRM systems, customer portals, and MS Office Suite.
• Customer-focused mindset with a commitment to service excellence.
•  Ability to manage multiple priorities in a fast-paced environment.
•  Detail-oriented with strong organizational skills.

Minimum Qualifications:

Education: Bachelor’s degree in Business Administration or related field preferred.

Experience: 3+ years of relevant experience, with at least 1 year in a supervisory role.

Compensation Information:

$93,000 - 123,000 Commensurate with experience and skils

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.