Customer Experience Manager
Listed on 2026-02-28
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Management
Client Relationship Manager, Operations Manager, Program / Project Manager, Business Management
Customer Experience Manager
SUMMARY:
FNA Group is a world-class manufacturer and industry leader in consumer and industrial pressure washers, as well as other outdoor power equipment. Our portfolio of highly regarded brands includes Simpson, Delco, and CRX. In addition, exclusive licensing partnerships with globally recognized names such as DeWalt, Stanley Black & Decker, and Craftsman further enhance FNA's market presence and brand recognition.
PrimaryPurpose:
The Customer Experience Manager is responsible for overseeing the order entry and sales support team, as well as all post-sale product support functions for FNA. This role manages an internal customer service contact center, in addition to leading technical support, warranty, parts, and accessories teams.
Duties and Responsibilities:- Analyze and deliver summarized reporting on customer reviews, call center interactions, and warranty trends.
- Manage customer support teams, to include warranty / claims department and order entry and delivery.
- Lead and continue to develop all customer service team members.
- Experience leading a customer service department.
- Experience managing product claims for durable goods.
- Experience managing relationships with third party vendors and service providers.
- Ability to analyze data to drive process improvements and operational efficiencies.
- Any experience in the Outdoor Power Equipment or Durable Goods industries is preferred but not required.
- Bachelor's degree in business management is preferred, but will consider equivalent combination of education and experience.
A team of 6 to 9 direct reports.
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