Customer Experience Manager

Universal Windows Direct - Customer Experience Manager

The Customer Experience Manager provides leadership and operational oversight for the Customer Experience team and supports cross-functional departmental needs. This role is responsible for ensuring high levels of customer satisfaction by managing call handling, team performance, customer scheduling, and continuous improvement of customer-facing processes.

Essential Functions:

· Perform general managerial and administrative duties to support the daily operations of the Customer Experience department.

· Monitor, evaluate, and report on departmental goals, performance metrics, and key performance indicators (KPIs).

· Oversee and coordinate all customer scheduling related to Field Technicians, installations, and warranty appointments to ensure efficiency and alignment with customer needs and operational requirements.

· Ensure departmental phone calls are answered within established KPIs and service level standards while communicating directly with customers to assess service requirements, timelines, billing inquiries, and project expectations.

· Serve as the primary liaison with the Better Business Bureau (BBB) and corporate lawyers, including managing inquiries, complaints, and responses in a timely and professional manner.

· Oversee and manage all customer collections processes, ensuring compliance with company policies and applicable laws and regulations.

· Maintain and update departmental documentation, including process binders, to ensure procedures support operational goals.

· Provide guidance and problem-solving support for customer-related issues, including leading cross-departmental or interdisciplinary efforts as needed.

· Foster a work environment that promotes teamwork, collaboration, accountability, and effective conflict resolution.

Skills, Knowledge, and Abilities:

· Proficiency in Microsoft Office applications; prior experience with customer relationship management (CRM) systems preferred.

· Working knowledge of customer billing and collections processes; familiarity with regulatory compliance standards preferred.

· Ability to manage multiple projects simultaneously with strong attention to detail and accuracy.

· Demonstrated organizational, decision-making, leadership, and supervisory skills.

· Strong verbal and written communication skills.

Education and Experience:

· Bachelor’s degree preferred.

· Minimum of 2–3 years of experience in a management or leadership role.

· Prior experience in customer service, administration, billing, or collections-related roles preferred.

· Experience working in a fast-paced environment preferred.

Physical Requirements:

· Prolonged periods of sitting/ working on a computer.

· Must be able to lift 15 pounds at a time.

UWD is an Equal Employment Opportunity Employer

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