Customer Experience Manager

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

The Customer Experience Manager serves as a strategic customer advocate and escalation leader responsible for strengthening relationships with key accounts, improving the end-to-end post sales customer experience, and driving cross-functional alignment across Order Management, Customer Service, Operations, and other business partners. This role requires effective communication, problem-solving, analytical, and leadership skills to resolve complex customer issues, improve service delivery, and support continuous improvement initiatives that enhance customer satisfaction and business performance.

Key Responsibilities:

• Serve as the escalation leader for assigned customers and internal teams by driving timely resolution, evaluating options, and balancing customer needs with business priorities.
• Strengthen relationships with top customer accounts by proactively identifying opportunities to improve customer satisfaction, retention, and overall service experience.
• Function as the primary point of contact for customer communication, ensuring clear, professional, timely, and consistent updates across all stages of order and service delivery.
• Lead customer and internal cross-functional meetings to align priorities, remove barriers, resolve issues, and maintain progress on critical orders and service commitments.
• Partner with Order Management, Delivery, Operations, Sales, Service and other stakeholders to ensure customer needs are understood, prioritized, and addressed.
• Use data, systems, customer feedback, and process insights to identify trends, root causes, and improvement opportunities that enhance customer experience.
• Support and lead process improvement initiatives that improve responsiveness, reduce friction, increase efficiency, and promote consistent service delivery.
• Promote team accountability and engagement by leading by example, supporting departmental goals, and assisting with team committees or strategic initiatives.
• Identify customer training needs and facilitate adoption of self-service tools, customer portals, system enhancements, and digital resources.
• Maintain accurate customer and order information using available tools, systems, and reporting processes to track status, manage expectations, and improve follow-through.
• Own customer survey follow-up activities by reviewing feedback, identifying themes, coordinating corrective actions, and supporting measurable improvement in feedback metrics.
• Lead or support strategic initiatives and special projects that contribute to organizational growth, customer experience transformation, and operational excellence.
• Participate in and help lead onsite customer meetings, including travel to customer locations as needed to strengthen relationships, improve collaboration, and support issue resolution.
• Own the end-to-end customer experience by holding teams responsible to own the customer outcome while exceeding expectations.

• Improved customer satisfaction, survey feedback, and customer confidence through timely follow-up, clear communication, and effective issue resolution.
• Reduced escalation aging and improved resolution cycle time for assigned customer issues and critical order concerns.
• Increased adoption and effective use of customer self-service tools, portals, and digital resources.
• Stronger cross-functional alignment demonstrated through consistent meeting follow-through, clear ownership, and progress on customer commitments.
• Measurable improvement in process efficiency, responsiveness, and service consistency through completed improvement actions or project contributions.
• Accurate, timely, and complete customer, order, and escalation documentation within required systems and reporting tools.
• Positive contribution to team engagement, accountability, and departmental goals through leadership, collaboration, and support of strategic initiatives.

• Bachelor's Degree
• 1 + year of experience in Customer Service, Order Management, and/or Customer Experience  
• 2 + years of demonstrated experience managing customer escalations, resolving complex issues, and communicating effectively with internal and external stakeholders.
• 2+ years of professional experience with strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
•  Ability to travel through the US 25%

• Ability to work cross-functionally in a fast-paced, dynamic environment while managing multiple priorities and deadlines.
• Strong organizational, follow-up, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills, including the ability to tailor messages for customers, peers, and leadership.
• Demonstrated ability to lead by example, influence without direct authority, and support team accountability within the Order Management organization.
• Experience using customer feedback, survey results, operational data, or performance metrics to identify trends and drive improvement actions.
• Experience with SAP, Salesforce, Power BI, customer portals, or similar business systems and reporting tools.
• Comfortable using digital productivity and AI-enabled tools, such as Microsoft Copilot or similar platforms, to improve efficiency, reporting, communication, and customer support.
• Demonstrated interest in career growth, leadership development, and potential relocation based on business needs.

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