Division Customer Experience Manager Location : LEXINGTON, KY, United States Job Family : Marketing Job Type : Regular Posted : Jun 23, 2025 Job ID : 57859 Back to Search Results Job Description Apply Now > Save JobJob Saved The Customer Experience & Service Leader will drive the development and execution of a comprehensive customer experience (CX) strategy aligned with the Corporate WIN Strategy. This role focuses on improving the quality, cost, delivery, morale, and safety of production and service areas by leading customer experience initiatives and managing post-order and technical customer service teams. The ideal candidate will collaborate across multiple business units to enhance customer satisfaction, build loyalty, and ensure seamless service delivery through effective leadership and continuous improvement. Travel may be required to customer sites and other company locations as needed. Commitment to safety, quality, and employee engagement is essential. This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements. + Manage the daily customer service department workflow to ensure customers are serviced in a satisfying manner and company goals are met. + Intervene in and directly manage challenging customer situations through research, direct communication, and any other means necessary to resolve outstanding issues. + Advocate and support the Corporate WIN Strategy by managing and improving the end-to-end customer experience to build customer loyalty. + Develop a deep understanding of customer needs through direct engagement, feedback, and collaboration with internal teams. + Partner with Group and Division leaders to create and manage a customer-focused CX roadmap, ensuring alignment with business goals and timely execution. + Lead initiatives that promote a positive customer experience culture across the organization. + Support journey mapping efforts to identify critical touchpoints and drive continuous improvement. + Facilitate regular communication with customers through visits, advisory boards, and events to strengthen relationships and gather actionable feedback. + Ensure customer concerns are addressed promptly and effectively to exceed expectations. + Promote best practices and share success stories across teams to foster a customer-centric mindset. + Lead all aspects of non-technical and technical post-order customer service, including order management, delivery coordination, warranty and contract management, application support, installation, diagnostics, and troubleshooting. + Develop and implement customer service strategies, goals, and action plans for multiple teams to ensure high-quality service delivery. + Oversee recruitment, training, and development of customer service team members, managing performance and fostering talent growth. + Coordinate with manufacturing, supply chain, and other departments to ensure smooth product flow and customer satisfaction. + Manage customer service metrics and reporting to monitor performance and identify areas for improvement. + Respond to special financial requests and conduct reviews related to customer service operations. + Serve as a primary point of contact for escalated customer issues and lead resolution efforts. This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements. + Bachelor’s degree in Business, Marketing, or a related field; Master’s degree preferred. + 7-10 years of experience in customer experience, customer service management, or related leadership roles. + 7-10 years of supervisory or managerial experience in a manufacturing or customer service environment. + Strong interpersonal and communication skills with the ability to engage effectively with customers and internal stakeholders. + Proven ability to lead teams, drive initiatives, and foster a culture of continuous improvement. + Experience managing post-order and technical customer service functions preferred. + Knowledge of manufacturing operations and supply chain coordination is a plus. + Demonstrated success in building customer loyalty and enhancing service quality. + Excellent organizational and problem-solving skills. This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements. This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements. Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. However, U.S. Citizenship, Permanent Residency or other appropriate status is required for certain positions, in accord with U.S. import & export regulations. 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