Customer Experience Manager

Customer Experience Manager – Universal Windows Direct

The Customer Experience Manager provides leadership and operational oversight for the Customer Experience team and supports cross‑functional departmental needs. This role is responsible for ensuring high levels of customer satisfaction by managing call handling, team performance, customer scheduling, and continuous improvement of customer‑facing processes.

• Perform general managerial and administrative duties to support the daily operations of the Customer Experience department.
• Monitor, evaluate, and report on departmental goals, performance metrics, and key performance indicators (KPIs).
• Oversee and coordinate all customer scheduling related to Field Technicians, installations, and warranty appointments to ensure efficiency and alignment with customer needs and operational requirements.
• Ensure departmental phone calls are answered within established KPIs and service level standards while communicating directly with customers to assess service requirements, timelines, billing inquiries, and project expectations.
• Serve as the primary liaison with the Better Business Bureau (BBB) and corporate lawyers, including managing inquiries, complaints, and responses in a timely and professional manner.
• Oversee and manage all customer collections processes, ensuring compliance with company policies and applicable laws and regulations.
• Maintain and update departmental documentation, including process binders, to ensure procedures support operational goals.
• Provide guidance and problem‑solving support for customer‑related issues, including leading cross‑departmental or interdisciplinary efforts as needed.
• Foster a work environment that promotes teamwork, collaboration, accountability, and effective conflict resolution.

• Proficiency in Microsoft Office applications; prior experience with customer relationship management (CRM) systems preferred.
• Working knowledge of customer billing and collections processes; familiarity with regulatory compliance standards preferred.
• Ability to manage multiple projects simultaneously with strong attention to detail and accuracy.
• Demonstrated organizational, decision‑making, leadership, and supervisory skills.
• Strong verbal and written communication skills.

• Bachelor’s degree preferred.
• Minimum of 2–3 years of experience in a management or leadership role.
• Prior experience in customer service, administration, billing, or collections‑related roles preferred.
• Experience working in a fast‑paced environment preferred.

• Prolonged periods of sitting / working on a computer.
• Must be able to lift 15 pounds at a time.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industries:
  Construction

UWD is an Equal Employment Opportunity Employer