Senior Manager Customer Service

Senior Manager, Customer Experience

The Senior Manager, Customer Experience is responsible for optimizing all customer interactions to improve satisfaction, loyalty, and retention. They analyze customer feedback, design and implement improvements to the customer journey, and collaborate with other departments to ensure seamless service. This role shapes how customers perceive the company through direct and indirect interactions.

Primary duties and responsibilities include leading and managing customer-facing teams, ensuring alignment with company goals, and fostering a culture of accountability, collaboration, and high performance. They guide and train customer service teams, handle escalated issues, and manage the overall customer experience team.

The Senior Manager, Customer Experience also engages in cross-departmental collaboration, driving project management initiatives, business acumen, and commercial collaboration. They utilize data analytics and metrics to identify friction points and drive action. Additionally, they drive commercial growth and innovation based on customer insights and industry benchmarks.

Education and experience qualifications include a bachelor’s degree and typically 7-10 years of experience in customer experience, success, or related roles, preferably with 3+ years in leadership positions. Strong expertise in customer journey mapping, data-driven decision making, program management, and multi-task handling is required. Excellent communication, presentation, and interpersonal skills are essential, along with the ability to thrive in ambiguous environments, manage multiple projects simultaneously, and lead cross-functional initiatives.

Analytical skills are crucial, with knowledge of ASC Division products and specific construction management. Preferred experience includes 5+ years with increasing responsibility in manufacturing environments, knowledge of building construction, transportation, and construction terminology, sales force and SAP experience. Skills include delegation, adapting to cultural differences, change management, project management, relationship building, business acumen, coaching, results-driven approach, innovative problem-solving, adherence to BSL safety framework, conflict resolution, leadership, analytical and diplomacy skills, sound business practices, and methodology.

Salary range for this role is $169,000 - 199,000 annually, depending on experience, skill set, and qualifications. In addition to base salary, this position is eligible for an annual bonus, health and welfare benefits, and 401(k) match in accordance with BlueScope policies.

Steelscape LLC (and its related BlueScope companies) requires all new hires to sign a Mutual Arbitration Agreement as a condition of employment. This agreement provides that any employment-related disputes between you and the Company will be resolved through final and binding arbitration rather than in court, except where prohibited by law. The agreement also includes a class and collective action waiver, meaning claims must be brought on an individual basis.