Customer Experience Leader

Who We Are

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development.

Come, stay, and grow with us. Since 1952, Duro Dyne Corporation has evolved into the leading manufacturer of sheet metal accessories and equipment for the Heating, Ventilating, and Air Conditioning industry. Duro Dyne´s extensive research and development program has introduced more cutting edge products than any other company in the industry, including Flexible Duct Connector, Vane Rail, Self-Drilling Screws, and hand-held Pinspotter machines.

Headquartered in Long Island, NY, with additional manufacturing and warehousing facilities in Ohio, Colorado and Canada, Duro Dyne is committed to innovation, excellent customer service, and providing the widest variety of quality products for the HVAC industry.

As the highest-level leader of the Customer Experience organization, the Customer Experience Leader is responsible for setting the vision, strategy, and execution of customer experience initiatives across the business. This role strengthens the commercial operating model by improving customer service performance, revenue process effectiveness, and the end-to-end customer experience. Partnering closely with Sales, Marketing, IT, and Operations, the leader drives improvements in order-to-cash execution, reduces service friction, strengthens Voice of Customer programs, enhances sales performance visibility, and delivers measurable improvements in Net Promoter Score (NPS) and Customer Charter execution.

• Lead and elevate the skillset of the Customer Service team, ensuring high-quality, efficient operations and consistent execution.
• Own and operationalize Net Promoter Score performance, translating customer feedback into clear actions, accountability, and measurable improvement.
• Ensure consistent execution of the Duro Dyne Customer Charter, embedding service commitments, escalation processes, and measurable outcomes.
• Establish and manage Voice of Customer programs, including surveys, service performance insights, closed-loop feedback, and “we heard you” actions.
• Partner with Sales, Marketing, IT, and Operations to improve revenue processes, customer issue resolution, order visibility, and overall commercial execution.
• Implement and manage pricing strategies in collaboration with the product, sales, and finance teams to maximize profitability while growing market share.
• Oversee revenue operations processes and operating rhythms, ensuring clear ownership, disciplined execution, performance tracking, and alignment across Sales, Customer Service, Marketing, Finance, IT, and Operations.
• Drive digital self-service adoption and reduce service friction by partnering with IT teams on tools, workflows, and customer-facing capabilities.
• Use data, analytics, and CRM insights to identify service trends, improve customer retention, and support revenue growth priorities.

• Customer service leadership and operational execution
• Revenue operations and commercial process improvement
• Voice of Customer, NPS, and service performance management
• Cross-functional influence across Sales, Marketing, IT, Supply Chain, and Operations
• Data-driven problem solving and customer-focused execution

• 8+ years in customer experience, revenue…