Senior Manager, Customer Service

Senior Manager, Customer ExperienceBarletta Boats | Bristol, INJoin a Team That’s Redefining the Customer ExperienceAt Barletta Boats, we’re not just building industry-leading pontoons—we’re building something special: a workplace where people genuinely enjoy coming to work, feel supported by their team, and are empowered to make an impact every day.Our culture is the foundation of our success. We believe in treating everyone like family, always doing the right thing, and relentlessly pursuing excellence. We move fast, collaborate deeply, and continuously improve. If you’re energized by leading teams, solving problems, and creating exceptional customer experiences in a high-growth, fast-paced environment—this role is for you.The OpportunityWe are seeking a Senior Manager of Customer Experience to lead one of the most critical functions at Barletta—our frontline connection to customers and dealers.This role is more than managing a team—it’s about building a best-in-class customer experience function, shaping strategy, and working cross-functionally to deliver an ownership experience that sets us apart in the industry.You’ll lead a team of Customer Experience Advisors, partner closely with operations and plant leadership, and play a pivotal role in driving customer satisfaction, loyalty, and long-term brand advocacy.What You’ll DoLead & Inspire a High-Performing TeamBuild, coach, and develop a collaborative, customer-focused teamCreate a culture of accountability, growth, and continuous learningEstablish clear expectations, strong onboarding, and ongoing coachingShape the Customer Experience StrategyPartner with senior leadership to define and execute CX strategy aligned to Barletta’s growth and brand promiseDrive measurable improvements in NPS, CSAT, referrals, and dealer satisfactionTurn insights into action through clear goals and operating rhythmsDeliver World-Class Customer & Dealer SupportOversee all customer and dealer interactions across phone, email, and digital channelsOwn escalation processes and ensure timely, fair, and brand-aligned resolutionsStrengthen dealer partnerships through proactive communication and service excellenceDrive Cross-Functional CollaborationPartner with Production, Quality, Engineering, Supply Chain, and Factory Service teamsBreak down silos to deliver a seamless, end-to-end ownership experienceAct as the connector that turns feedback into real operational improvementsElevate Process, Quality, and Continuous ImprovementImplement Voice of Customer/Dealer processes to identify root causes and eliminate issuesBuild and maintain high-quality service standards and workflowsContinuously improve tools, training, and processes to increase speed, quality, and first-contact resolutionOwn Performance & ResultsDefine and track key performance metrics (NPS, response time, cycle time, backlog, etc.)Build dashboards and reporting cadence that drives accountability and resultsManage budgets and prioritize investments that deliver meaningful ROIWhat Makes Barletta DifferentPeople-first culture where you’re supported, valued, and developedCollaborative environment—you’ll never solve problems aloneFast-paced growth with real opportunities to make an impactLeadership that listens and empowers teams to build the futureCommitment to a Barletta Safe culture—working together toward zero harmWhat You BringProven leadership experience building and developing high-performing teamsStrong customer-first mindset with a passion for delivering exceptional experiencesAbility to thrive in a fast-paced, dynamic, growth-oriented environmentExcellent communication, problem-solving, and relationship-building skillsData-driven decision-making and comfort working with metrics and dashboardsPreferredExperience in marine, RV, automotive, or durable goods industriesFamiliarity with tools like Power BI and Microsoft Dynamics 365Why This Role MattersThis is a high-impact leadership role where you’ll directly influence how customers experience Barletta—from first interaction through ownership. Your work will help shape our reputation, strengthen our dealer network, and fuel our continued growth.Ready to Build Something Great?If you’re looking for more than just a role—if you want to be part of a high-energy, collaborative team that’s building a best-in-class customer experience function—we’d love to connect.This job description is intended to outline those functions typically performed by individuals assigned to this classification. This description is not intended to be all-inclusive or to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.