Customer Experience Manager

Overview

Mouser Electronics is an Equal Employment Opportunity employer committed to providing equal opportunity in all employment practices. Some positions may require ITAR-regulated access; applicants must be a U.S. person as defined by ITAR. All applicants must be at least 18 years of age.

• Identify opportunities to improve the overall customer journey across ordering, fulfillment, support, and digital interactions.
• Lead initiatives that enhance customer satisfaction, reduce friction, and improve operational efficiency.
• Analyze customer feedback, operational data, and transaction trends to identify experience gaps and improvement opportunities.
• Serve as a customer advocate across internal teams to ensure customer needs are considered in business decisions.
• Lead cross-functional projects designed to improve customer-facing processes and tools.
• Partner with sales, operations, and customer service teams to streamline workflows and remove customer pain points.
• Support the development of scalable processes that improve onboarding, ordering, and service interactions.
• Support the development and continuous improvement of technology-enabled customer interactions, including digital integrations such as APIs, EDI, Punchout (cXML), and other machine-to-machine data exchange solutions.
• Partner with IT, digital commerce, operations, and sales teams to design, implement, and maintain scalable integration solutions that connect customer procurement systems with internal platforms.
• Facilitate collaboration between technical teams and customer-facing stakeholders to ensure successful implementation and ongoing performance of digital integration solutions.
• Assist with onboarding customers to digital tools and integration capabilities that improve procurement efficiency and reduce manual transactions.
• Monitor performance of digital integrations and customer-facing systems, identifying opportunities to improve reliability, automation, and the overall customer experience.
• Support troubleshooting and resolution of integration-related issues by coordinating between internal technical teams and external customer contacts.
• Develop and maintain productive work teams by hiring qualified personnel, training, and managing performance.
• Manage teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices.
• Direct the work of two or more full-time employees or their equivalent; provide performance-related feedback and recommendations for hiring, transfer, advancement, and termination.
• Manage daily operations to meet department and company objectives.
• Work with minimum supervision and make independent judgments.
• Be flexible to meet changing business needs and willingness to take on new responsibilities.
• Establish and maintain effective relationships with internal and external business contacts at various levels and cultures.
• Maintain confidentiality and uphold trustworthy business practices.
• Demonstrate knowledge and understanding of the critical job functions of the team and people management.
• Assist management with development of results-oriented strategies.
• Regular attendance at work is an essential part of the job.

• Experience working with digital commerce platforms, ERP systems, or CRM platforms.
• Familiarity with API integrations, EDI transactions, or procurement automation technologies.
• Professional certification such as CCXP or PMP is preferred.
• Experience leading cross-functional projects or process improvement initiatives.

• Bachelor's Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will manage. Including:
• Internal candidates:
  Minimum 2 years as a highly performing Mouser Team Lead or Supervisor.
• External candidates:
  Minimum 3 years as a supervisor or higher-level management position.
• 5+ years of experience in customer experience, digital commerce, business operations, or related roles.