Sr Mgr Customer Experience

Senior Manager Customer Success| HVAC Products | Carrier Enterprise |Carrolton Texas or Raleigh NC

Introduction:

Carrier Enterprise (CE) is a national distributor of residential and light commercial Heating, Ventilation and Air Conditioning (HVAC) products, parts and supplies through licensed HVAC/R dealers and contractors. CE operates primarily in the business-to-business environment where its products are sold through licensed HVAC dealers and HVAC contractors. These dealers are independent companies that sell, deliver and service Carrier, Bryant & Payne products to residences and businesses in their respective markets. CE offers customers a wide range of HVAC/R product lines, competitive pricing, best in class customer service and valuable, timesaving services that positions CE as an industry leader. With over 200+ locations, in 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada there is a location to service our customers HVAC/R needs.

Position Summary

The Tier 1 Customer Experience Manager leads a modern, customer-centered operation across multiple customer channels while managing a remote customer service team. This role owns end-to-end Tier 1 triage, case ownership, resolution, and escalation management, and identifies repeatable customer inquiries for migration to Tier 0 (AI-powered self-service, automation, and knowledge). The position ensures strong operational controls, Salesforce-enabled visibility, measurable performance (including SLA/KPIs and quality), and clear progress in reducing avoidable human-assisted contacts through AI containment/routing.

Responsibilities

• Provide strategic leadership and oversight for Tier 1 triage and case resolution across supported channels, ensuring timely, accurate, empathetic, and consistent outcomes through clear accountability, escalation governance, and documentation.

• Managing a remote Tier 1 organization by aligning staffing, capacity, priorities to customer demand and business objectives and driving retention, engagement, and performance.

• Provide leadership and direction to Supervisors as they coordinate subject-matter experts, equipping associates with the knowledge and resources needed to deliver effective, coordinated resolutions

• Define and enforce measurable SLAs/KPIs (service level, response and resolution time, first-contact resolution, transfers, AHT, quality, productivity, CSAT, and AI containment/deflection) and manage performance to targets.

• Use Salesforce data, dashboards, and root-cause analysis to improve routing, playbooks, SOPs, knowledge content, workflows, and overall, Tier 1 performance and controls.

• Establish and govern Tier 1-to-Tier 2 escalation criteria and workflows, including feedback loops that reduce avoidable escalations and improve handoffs.

• Identify repeatable inquiry types for migration to Tier 0 and partner with AI/automation teams to implement, validate, and continuously improve self-service, knowledge, and automation solutions.

• Provide executive reporting and lead continuous improvement, turning operational insights into action plans, developing leaders, and partnering cross-functionally with Salesforce/IT, Product, Operations, and AI/technology teams.

Requirements

• Bachelor's degree in business, communications, operations, technology, or related field (or equivalent experience) and 7+ years in customer experience/contact center/service operations with progressive tiered-support leadership.
• Proven people leadership: experience leading remote managers and large teams, with accountability for service delivery, escalations, workforce performance, and measurable outcomes.
• Tiered support and omnichannel experience, including managing support across phone, email, chat, and SMS/text, and building an operating model that balances CX, quality, productivity, and cost.
• Advanced Salesforce proficiency required (case management, routing, queues/assignment/escalation rules, workflows, reporting/dashboards, and CRM data quality for SLAs/KPIs, quality, and productivity).
• Demonstrated experience with AI, automation, self-service, knowledge management, and digital transformation, including measurable Tier 0/Tier 1 migration or containment results.
• Strong executive communication, analytical/problem-solving ability, and changing leadership skills to translate strategy into SOPs, controls, adoption, and sustainable performance improvement.

Benefits:

• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance (Short-term and Long-term)
• Employee Assistance Program (EAP)
• Tuition Reimbursement & Professional Development
• Paid Vacation & Sick time
• Company Paid Holiday's
• 401(k) Plan with Employer Match
• Employee Discount Program

Invitation to Apply

Full-time and part-time positions are available. To explore this exciting Account Executive opportunity and other career opportunities at Carrier Enterprise, visit our careers page at www.carrierenterprise.com/careers. Learn more about our company and team.

Equal Opportunity Statement:

Carrier Enterprise, LLC is an Equal Opportunity Employer and does not discriminate on the basis of age, color, race, religion, disability, sex, or national origin. We support a diverse and inclusive workplace where we employ, retain, terminate, and otherwise treat all employees and job applicants on the basis of merit, qualifications, and competence.

Requirements:

Requirements

• Bachelor's degree in business, communications, operations, technology, or related field (or equivalent experience) and 7+ years in customer experience/contact center/service operations with progressive tiered-support leadership.
• Proven people leadership: experience leading remote managers and large teams, with accountability for service delivery, escalations, workforce performance, and measurable outcomes.
• Tiered support and omnichannel experience, including managing support across phone, email, chat, and SMS/text, and building an operating model that balances CX, quality, productivity, and cost.
• Advanced Salesforce proficiency required (case management, routing, queues/assignment/escalation rules, workflows, reporting/dashboards, and CRM data quality for SLAs/KPIs, quality, and productivity).
• Demonstrated experience with AI, automation, self-service, knowledge management, and digital transformation, including measurable Tier 0/Tier 1 migration or containment results.
• Strong executive communication, analytical/problem-solving ability, and changing leadership skills to translate strategy into SOPs, controls, adoption, and sustainable performance improvement.