Customer Experience Manager

Overview

Universal Windows Direct - Customer Experience Manager

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.

Essential Functions:

• 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.

Skills, Knowledge, and Abilities:

• 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.

Education and Experience:

• 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.

Physical Requirements:

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

UWD is an Equal Employment Opportunity Employer