Customer Experience Manager

Customer Experience Manager

Location: Louisville, KY Shift Hours: First Shift | Full-Time- Onsite

About the Role

Our client is expanding their team and is seeking a Customer Experience Manager to take full ownership of the customer journey and internal service operations. This is a newly created, high-impact leadership role designed for someone who can build, implement, and improve systems while elevating both the customer experience and internal team performance. You will oversee the customer service team and manage the accounting team (accounts payable/receivable), implement new software solutions, and drive training initiatives across the organization. This role reports directly to the Vice President and President, offering strong visibility and influence across the business. If you're someone who thrives in a growth environment, enjoys building structure, and can lead people while improving processes—this is an opportunity with significant upside.

Key Responsibilities

• Own and improve the end-to-end customer experience from initial contact through post-service follow-up
• Lead, train, and manage the customer service (CSR) team and accounting team (AP/AR)
• Identify, evaluate, and implement new software systems to improve customer experience and operational efficiency
• Develop and deliver training programs for customer service skills, systems, and internal processes
• Establish and enforce customer communication standards, call quality expectations, and service consistency
• Manage escalated customer issues and ensure timely, professional resolution
• Monitor customer feedback, reviews, and service metrics to identify trends and improvement opportunities
• Build and refine SOPs, scorecards, and reporting metrics to track performance
• Drive onboarding and continuous training for both new and existing employees
• Partner with leadership on process improvement initiatives and new projects as the company grows
• Support employee engagement, retention efforts, and overall team development

Qualifications / Requirements

• 3+ years of leadership experience in customer service, customer experience, or operations
• Proven ability to manage teams and hold accountability to performance metrics
• Experience implementing or working with CRM, ERP, or customer service software systems
• Strong communication, training, and coaching abilities
• Experience working cross-functionally with operations, service, and accounting teams
• Highly organized with a process-driven mindset
• Ability to manage multiple priorities in a fast-paced, growth-oriented environment

Preferred Experience

• Experience leading a CSR or call-center environment
• Background in service-based industries (HVAC, plumbing, manufacturing, or similar)
• Experience managing or partnering closely with accounting functions (AP/AR)
• Experience building systems in a growing or scaling company

Compensation & Benefits

• Competitive salary based on experience
• Performance-based bonus opportunities
• Unlimited PTO
• 401(k) with company match
• Comprehensive health insurance

Why This Role Stands Out

• Newly created role with high visibility and ownership
• Direct reporting line to executive leadership (VP & President)
• Opportunity to build systems from the ground up
• Direct impact on both customer experience and internal operations
• Strong growth potential as the company continues to expand