Customer Experience Manager

Experience Manager

Are you prepared to lead a high-performance customer service team at Delta Faucet Company? As an Experience Manager, you will lead the strategy and execution of customer experience initiatives across insourced and outsourced service, training programs, and knowledge systems. This role ensures every customer interaction reflects brand values, meets quality standards, and delivers a seamless experience. The Experience Manager drives continuous improvement, aligns service operations with evolving customer needs, and fosters a culture of excellence through data-driven insights and cross-functional collaboration. Reporting to the Director, Consumer Service, you will develop our people and enhance our service, so we can use it to support business growth.

Responsibilities :

• Lead the Customer Solutions continuous improvement portfolio, ensuring measurable progress and tangible results across key initiatives.
• Ensure all training content is current, aligned with brand and regulatory standards, and effectively delivered across channels and partners.
• Govern the creation, organization, and accessibility of customer-facing and internal support content to enable consistent issue resolution.
• Implement QA programs, audits, and corrective actions to ensure adherence to policy and a positive customer experience.
• Identify pain points and lead cross-functional initiatives to reduce customer effort and enhance support workflows.
• Align service operations with product changes, promotions, and digital experiences to provide seamless support.
• Responsible for internal technical product support and escalations.
• Use performance metrics, customer feedback, and trend analysis to guide decisions and investments.

Education & Experience :

Why Join Us?

At Delta Faucet Company, our people are our greatest assets. We value different perspectives and fostering an inclusive environment. You'll have the opportunity to shape the future of our brand, working alongside passionate professionals committed to excellence and innovation. Join us to lead progressive growth and make a significant impact within a leading organization.

Here are some of the benefits we offer for your personal and professional growth :

Company : Delta Faucet Company

Full time Hiring Range : $88,700.00 - $139,260.00 Actual compensation may vary based on various factors including experience, education, geographic location, and / or skills.