Customer Experience Manager

Customer Experience ManagerLocation: Louisville, KY Shift Hours: First Shift | Full-Time- OnsiteAbout the RoleOur 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 processesthis is an opportunity with significant upside.Key ResponsibilitiesOwn and improve the end-to-end customer experience from initial contact through post-service follow-upLead, 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 efficiencyDevelop and deliver training programs for customer service skills, systems, and internal processesEstablish and enforce customer communication standards, call quality expectations, and service consistencyManage escalated customer issues and ensure timely, professional resolutionMonitor customer feedback, reviews, and service metrics to identify trends and improvement opportunitiesBuild and refine SOPs, scorecards, and reporting metrics to track performanceDrive onboarding and continuous training for both new and existing employeesPartner with leadership on process improvement initiatives and new projects as the company growsSupport employee engagement, retention efforts, and overall team developmentQualifications / Requirements3+ years of leadership experience in customer service, customer experience, or operationsProven ability to manage teams and hold accountability to performance metricsExperience implementing or working with CRM, ERP, or customer service software systemsStrong communication, training, and coaching abilitiesExperience working cross-functionally with operations, service, and accounting teamsHighly organized with a process-driven mindsetAbility to manage multiple priorities in a fast-paced, growth-oriented environmentPreferred ExperienceExperience leading a CSR or call-center environmentBackground 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 companyCompensation & BenefitsCompetitive salary based on experiencePerformance-based bonus opportunitiesUnlimited PTO401(k) with company matchComprehensive health insuranceWhy This Role Stands OutNewly created role with high visibility and ownershipDirect reporting line to executive leadership (VP & President)Opportunity to build systems from the ground upDirect impact on both customer experience and internal operationsStrong growth potential as the company continues to expand