Manager, Customer Experience & Operations

Manager, Customer Experience & Operations

Join Our Team as Manager, Customer Experience & Operations!

Work Location:

Waco, TX (on-site)

Who We Are Looking For:

We are seeking an experienced, hands-on Manager, Customer Experience & Operations to lead Customer Service operations while improving how customer orders move through our organization from entry through delivery. You are a customer-focused operational leader who thrives in a fast-paced manufacturing or distribution environment. You understand that an exceptional customer experience depends on accurate orders, disciplined processes, reliable systems, effective logistics coordination, and strong communication across departments.

You bring experience leading teams, improving processes, working within ERP and related business systems, and partnering across Sales, Warehousing, Logistics, Finance, IT, and Operations. You are comfortable solving immediate customer and operational issues while also building the processes, technology, and capabilities needed to support future growth. If you enjoy developing teams, improving systems, eliminating inefficient manual processes, and building scalable customer-service operations, we would like to hear from you.

Why You Should Apply:

This is a high-impact leadership role with the opportunity to directly influence both the customer experience and the operational processes that support our continued growth. You will lead day-to-day Customer Service operations while helping transform the function through process standardization, automation, improved systems integration, e-commerce capabilities, and clearly defined service standards. You will have the opportunity to build scalable processes, establish meaningful performance metrics, improve cross-functional execution, and help shape how our customers interact with Uzin Utz North America across traditional and digital sales channels.

Who We Are:

Uzin Utz North America, Inc. is a leader in flooring installation systems and a North American subsidiary of Uzin Utz SE, based in Ulm, Germany. Since 1911, Uzin Utz SE has been a global innovator in product systems for flooring installation and maintenance. We are committed to fostering a culture of safety, sustainability, and operational excellence across all levels of our organization.

In the United States and Canada, Uzin Utz North America offers its products under the renowned UZIN, WOLFF, and PALLMANN brand names, delivering industry-leading solutions for flooring professionals.

Position Overview:

The Manager, Customer Experience & Operations is responsible for leading Customer Service operations, order management, system integrity, and fulfillment coordination to ensure seamless execution of customer orders from entry through delivery. Serving as a critical connection between Sales, Customer Service, Warehousing, Logistics, Finance, IT, and Operations, this position drives operational efficiency, data accuracy, process standardization, and customer satisfaction. The Manager will also lead the continued development of scalable Customer Service processes, automation, e-commerce support, and technology-enabled workflows to support business growth and evolving customer expectations.

Key Responsibilities:

• Lead day-to-day Customer Service operations, ensuring accurate and timely execution of customer orders, inquiries, and service requests.
• Oversee the complete order lifecycle, including order entry, validation, pricing, inventory allocation, changes, fulfillment coordination, delivery visibility, and issue resolution.
• Establish clear service standards, ownership, and escalation procedures for order discrepancies, shortages, delivery issues, returns, claims, credits, and other customer-related matters.
• Develop and scale the Customer Service operating model to support business growth, increased transaction volume, new sales channels, and evolving customer requirements.
• Establish and monitor KPIs for order accuracy, response and resolution times, backlog, productivity, on-time delivery, customer satisfaction, and other service measures.
• Lead process-improvement and automation initiatives that reduce manual work, improve accuracy, increase visibility, and create scalable Customer Service workflows.
• Develop and maintain standardized processes, SOPs, work instructions, templates, and cross-functional handoffs for core Customer Service activities.
• Partner with IT, Business Systems, Sales, Finance, Warehousing, Logistics, and Operations to improve system…