Customer Experience Manager

Are you a customer experience leader who knows how to build high-performing teams from the ground up, drive accountability through data, and turn every customer interaction into a revenue opportunity?A growing manufacturing company based in Grapevine, TX is looking for a Customer Experience Manager to take ownership of their customer service and experience functions. You'll lead a small team and a clear mandate: raise the bar on performance, build the structure that doesn't yet exist, and scale the function as the business grows. This is a hands-on leadership role — not a seat at a desk reviewing reports, but a seat at the table where decisions get made.The role is fully onsite in Grapevine, Texas.What your day will look like:Assess current call handling practices and identify gaps in conversion, qualification, and follow-throughBuild and implement training programs, call frameworks, and performance scorecards that the team can actually useCoach representatives on discovery skills, objection handling, and booking quality — turning good calls into great outcomesOwn scheduling and dispatch alignment, ensuring workload is distributed efficiently without overextending the field teamDrive membership and service upsell conversations through your team, not around themTrack and report on KPIs including booking rates, conversion percentages, response time, and capacity utilizationPartner with operations and leadership to keep the customer-facing function aligned with broader business goalsWhy we love this role:True greenfield opportunity — the framework needs to be built, and you'll be the one to build itA company in active growth mode, including strategic acquisitions, where your impact will be felt quicklyStrong leadership support and a culture that recognizes performanceExposure to a diverse customer base with room to develop your team into future leadersCompetitive compensation with meaningful bonus upside tied to results you controlWhat you'll need:3+ years leading a customer service, call center, or inside sales teamA track record of improving the numbers that matter — conversion rates, booking quality, show ratesExperience building KPIs, coaching frameworks, and accountability structures, not just inheriting themComfort operating in a fast-moving environment where the playbook is still being writtenStrong communication skills and the ability to translate data into actionExperience managing scheduling or dispatch coordination alongside customer service is a meaningful advantageFamiliarity with performance dashboarding tools (Power BI or similar) is a plusSchedule: Monday–Friday, 7am–4pm, with minimal oversight of weekend and after-hours operations