Customer Experience Manager

We're Watts. Together, we're reimagining the future of water.

We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

What we do:

For 150 years, Watts has built best-in-class products that are trusted bycustomers in residential and commercial settings across the world.We areat theforefront of innovation, working with cutting-edge technology to provide smart andconnected, sustainable water solutions for the future. Watts is a leading brand with aquality reputation - and we have a dynamic future ahead.

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Lead and develop a high-performing Customer Service team, fostering a culture of accountability, collaboration, and continuous improvement.
• Effectively work, cross-functionally in a team-oriented environment, to gain universal buy-in and drive timely results
• Evaluate, select, and implement integrated communication platforms (phone, email, chat) that align with Salesforce and other enterprise systems.
• Standardize processes and promote operational excellence across the organization, including the development and maintenance of KPIs and business continuity plans
• Communicate clearly and effectively across all levels of the organization and with customers to ensure transparency and alignment
• Lead change management initiatives to support new systems rollouts and process improvements, such as SAP and Salesforce.
• Implement and uphold industry best practices for customer experience, ensuring alignment with our goals and objectives.
• Support monthly reporting and strategic planning with upper management
• Champion continuous improvement by identifying opportunities and taking initiatives to enhance both existing and newly developed processes
• Demonstrate strong project and program management skills, including goal setting, deliverable tracking, risk assessment, stakeholder management, and the ability to manage multiple initiatives simultaneously
• Leverage Power BI and Excel to drive decision-making and generate actionable business insights.
• Establish feedback mechanisms to gather insights from customers, analyze feedback, and implement strategic improvements.

EDUCATION:

• Bachelor's degree, Master's or MBA degrees are a plus

EXPERIENCE:

• 7+ years of experience leading teams as direct reports
• Green Belt Certification preferred, proficient with lean practices and standard work and processes
• 3+ years' experience in business process, analytical design, etc. related to process improvement projects
• Excellent verbal and written communication skills, capable of adjusting communication style between tactical, strategic, and executive teams
• Ability to create and manage NPS surveys through Survey Monkey or alternative platforms
• Expert Excel experience related to formula's, functions, Pivot tables, Power Queries, VBA and Macros, etc.
• Customer service experience with SAP, Salesforce as CRM, or similar platforms.
• Ability to create and publish Power BI data sets
• Proficient in Microsoft PowerPoint and presentation development.
• Experience with export and compliance procedures a plus

MANAGEMENT/SUPERVISION:

15+ direct reports from Customer Service Teams located in No. Andover, MA and St. Paul's, NC

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to walk, talk, and/or hear. The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include: close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

• Work in office environment
• May occasionally be required to perform job duties outside the typical office setting.
• Travel 10-30%

*As required by the Americans Disabilities Act (ADA)

Watts in it for you:

Please note that the following benefits apply only to permanent roles and do not apply to internship roles.

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Continued professional development opportunities and educational reimbursement
• Additional perks such as fitness reimbursements and employee discount programs
• Learn more about our benefit offerings here: https://tapintowattsbenefits.com/

How we work:

At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.

And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.

Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.