Customer Experience Manager (ID# 5086)

Customer Experience ManagerLocation: Northern New Jersey | Employment Type: Full-Time A growing residential services company is seeking a Customer Experience Manager to oversee and improve the end-to-end client journey from project kickoff through final completion. The organization operates in a fast-paced, project-driven environment and is focused on delivering a high-touch, customer-centric experience throughout every stage of the process.This role serves as both a strategic lead and hands-on manager responsible for customer communication, escalation management, operational coordination, and process improvement. The ideal candidate has experience managing customer relationships across long project timelines involving multiple stakeholders, while also building scalable workflows and performance metrics.Key ResponsibilitiesCustomer Journey ManagementOversee the full customer lifecycle from signed agreement through project completionEnsure customers receive proactive updates, milestone communication, and timeline expectationsServe as the primary escalation point for customer concerns and issue resolutionMaintain a high standard of customer satisfaction throughout the project experienceProcess Development & OperationsDevelop and improve customer-facing processes, SOPs, and internal workflowsCreate and track service metrics and KPIs to measure team performance and customer satisfactionManage and improve customer feedback initiatives, including satisfaction tracking and reportingIdentify operational inefficiencies and implement process improvementsTeam LeadershipAssist with hiring, training, mentoring, and day-to-day oversight of customer support staffPromote a service-oriented, accountable, and solutions-driven team cultureEnsure consistent communication standards and service quality across the teamCross-Functional CoordinationPartner with operations, scheduling, field teams, vendors, and external partners to keep projects progressing efficientlyCoordinate internally to resolve delays, scheduling conflicts, or customer concernsHelp streamline communication between departments and customersQualifications3+ years of experience in customer experience, customer success, project coordination, or operations support within a high-volume environmentExperience managing long-term customer projects with multiple moving parts and stakeholdersStrong organizational and project management abilitiesExperience building or improving workflows, SOPs, and service processesStrong written and verbal communication skills with the ability to explain complex timelines clearly to customersData-driven mindset with experience tracking service metrics or customer satisfaction initiativesAbility to remain calm under pressure and effectively resolve escalated situationsProficiency with CRM systems, project tracking tools, and standard business softwarePreferred BackgroundExperience within residential installation, construction, home improvement, contracting, utilities, or other project-based service industriesFamiliarity with permitting, scheduling, inspections, or customer onboarding workflows is a plusIdeal Candidate TraitsHighly organized and detail-orientedStrong ownership mentality and follow-throughNatural problem-solver with a customer-first mindsetCollaborative leader who thrives in fast-paced environmentsComfortable balancing strategic process improvement with day-to-day executionCompensation & BenefitsCompetitive compensation package based on experienceHealth, dental, and vision benefitsPaid time off and company holidaysGrowth opportunities within an expanding organizationWe are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, height, weight, or any other characteristic protected under applicable federal, state, or local law. Applications from members of minority groups and women are encouraged.