Customer Experience Strategy & Operations Manager, US KASA

About Whirlpool Corporation

Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life  the only major U.S.

-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, Kitchen Aid, Jenn Air, Maytag, Amana, Brastemp, Consul, and In Sink Erator . In 2024, the company reported approximately $17 billion in annual sales - close to 90% of which were in the Americas - 44,000 employees, and 40 manufacturing and technology research centers.

Additional information about the company can be found at

Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life  the only major U.S.

-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, Kitchen Aid, Jenn Air, Maytag, Amana, Brastemp, Consul, and In Sink Erator . In 2024, the company reported approximately $17 billion in annual sales - close to 90% of which were in the Americas - 44,000 employees, and 40 manufacturing and technology research centers.

Additional information about the company can be found at

You know us for our iconic Stand Mixer, but we’re so much more. By joining the Kitchen Aid Small Appliances Team, you’ll be part of a group that pushes the boundaries of culinary innovation and award-winning design. We don’t just build products; we strive to deliver a best-in-class experience across the entire consumer journey. If you're passionate about blending tradition with cutting-edge creativity, you'll feel right at home here.

The Customer Experience (CX) Strategy & Operations Manager is responsible for leading the delivery of Kitchen Aid’s CX strategy, ensuring it aligns with organizational objectives and drives a culture of excellence.

This role serves as the primary bridge between Kitchen Aid and our Consumer Services Contact Center (CxC). You will oversee this vital relationship, managing operational performance, inspiring world-class service delivery, and ensuring every customer interaction enhances our brand reputation.

• Brand Advocacy:
  Serve as the CX champion, fostering a culture of exceptional service across all business functions.
• CxC Leadership:
  Lead the relationship with our contact center partner, inspiring the team to meet and exceed world-class CX standards.
• Operational Governance:
  Establish a performance framework to track CxC metrics, ensuring all Service Level Agreements (SLAs) are consistently met.
• Strategic Rituals:
  Lead structured communication cycles to ensure alignment:
  • Daily:
    Tactical pulse checks (SLAs and deflection monitoring).
  • Weekly:
    Performance reviews, roadblock removal, and coaching on mitigation rates.
  • Monthly:
    Business reviews (MBRs) focusing on volume optimization and KPI trends.
  • Quarterly:
    Top-to-Top sessions for roadmap alignment and executive confidence.

• Continuous Improvement:
  Partner with the CxC to drive operational efficiency, team growth, and process refinement.
• Closed-Feedback Loop:
  Own the framework for transforming customer data into actionable insights, sharing findings across the business to drive change.
• Forecasting & Planning:
  Collaborate with D2C and Consumer Services teams to manage contact volume forecasting and ensure proactive staffing levels.
• Escalation Management:
  Work directly with the CxC team to resolve high-priority customer escalations.

• CX Analytics:
  Analyze feedback and identify trends/pain points to improve the customer journey.
• Technical Synergy:
  Work with IT and D2C teams to ensure system requirements support the CX strategy and enhance interactions.
• Specialized Reporting:
  Deliver data-driven insights on:
  • Product Quality Signals:
    Identifying hardware/software malfunctions or recurring defects.
  • Unintended Use…