Manager, Consumer Care

Requisition

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 2025, the company reported approximately $16 billion in annual net sales - close to 90% of which were in the Americas - 41,000 employees, and 35 manufacturing and technology research centers.

Additional information about the company can be found at

We are currently seeking qualified candidates for a Manager, Customer Experience (CX) Innovation, this role will be located in Benton Harbor, MI.

The Manager, CX Innovation is responsible for modernizing Kitchen Aid’s customer journey and shaping the future of our Consumer Services Contact Center (CxC). This role drives the delivery of Kitchen Aid’s CX strategy by evaluating, integrating, and optimizing modern technologies (such as AI, CRM platforms, and digital self-service tools) to elevate customer interactions. Serving as the key bridge between Kitchen Aid, internal tech/D2C teams, and our contact center partner, you will lead the evolution of world-class service delivery while maintaining operational performance and SLA governance.

• Tech Ecosystem Integration:
  Work closely with IT and D2C teams to ensure system requirements, CRM platforms, and emerging technologies support the CX strategy and enhance interactions
• Digital Transformation:
  Identify and implement innovative tools (automation, omni-channel capabilities, deflection solutions) to modernize contact center operations
• UX & Journey Optimization:
  Uncover UI/UX friction points across web and product touchpoints that generate contact volume and partner with digital teams to resolve them

• Closed-Feedback Loop:
  Own the framework for transforming customer interaction data into actionable insights, driving product and operational improvements across the business
• Specialized Intelligence Reporting:
  Deliver data-driven insights to key stakeholders on:
• Product Quality Signals:
  Hardware/software malfunctions and recurring product defects
• Unintended Use Cases:
  Off-label product usage trends
• UX & Journey Friction:
  System or UI elements driving unnecessary contact volume
• Returns & Credits:
  Categorization and streamlining of non-credit vs. credit returns.

• CxC Partner Leadership:
  Lead the relationship with our contact center partner, inspiring the team to adopt new tools and maintain world-class service standards
• Operational Governance & Metrics:
  Establish and maintain performance frameworks, SLAs, and deflection targets
• Strategic Communication Rituals:
  • Daily:
    Tactical pulse checks (SLAs and deflection monitoring)
  • Weekly:
    Performance reviews, roadblock removal, and coaching on mitigation rates
  • Monthly: MBRs focused on volume optimization, automation impact, and KPI trends
  • Quarterly:
    Top-to-Top sessions for tech roadmap alignment and executive updates
• Forecasting & Escalation:
  Collaborate with D2C and Consumer Services teams to forecast contact volumes and resolve high-priority escalations

• Bachelor’s Degree
• 4+ years of direct experience in Customer Experience (CX) Operations, Contact Center Management, or Customer Service Strategy

• Bachelor’s Degree in Business, Operations or Communications
• 7+ years of broader experience in a CX Strategy,…