Customer Experience Manager

Customer Experience Manager
Location: Northern New Jersey | Employment Type: Full-Time 

A growing residential services/installation company is seeking a Customer Experience Manager to oversee and improve the end-to-end client journey from project kickoff through final completion. The organization operates in a fast-paced, project-driven environment and is focused on delivering a high-touch, customer-centric experience throughout every stage of the process.

This role serves as both a strategic lead and hands-on manager responsible for customer communication, escalation management, operational coordination, and process improvement. The ideal candidate has experience managing customer relationships across long project timelines involving multiple stakeholders, while also building scalable workflows and performance metrics.

Key Responsibilities

Customer Journey Management

• Oversee the full customer lifecycle from signed agreement through project completion
• Ensure customers receive proactive updates, milestone communication, and timeline expectations
• Serve as the primary escalation point for customer concerns and issue resolution
• Maintain a high standard of customer satisfaction throughout the project experience

Process Development & Operations

• Develop and improve customer-facing processes, SOPs, and internal workflows
• Create and track service metrics and KPIs to measure team performance and customer satisfaction
• Manage and improve customer feedback initiatives, including satisfaction tracking and reporting
• Identify operational inefficiencies and implement process improvements

Team Leadership

• Assist with hiring, training, mentoring, and day-to-day oversight of customer support staff
• Promote a service-oriented, accountable, and solutions-driven team culture
• Ensure consistent communication standards and service quality across the team

Cross-Functional Coordination

• Partner with operations, scheduling, field teams, vendors, and external partners to keep projects progressing efficiently
• Coordinate internally to resolve delays, scheduling conflicts, or customer concerns
• Help streamline communication between departments and customers

Qualifications

• 3+ years of experience in customer experience, customer success, project coordination, or operations support within a high-volume environment
• Experience managing long-term customer projects with multiple moving parts and stakeholders
• Strong organizational and project management abilities
• Experience building or improving workflows, SOPs, and service processes
• Strong written and verbal communication skills with the ability to explain complex timelines clearly to customers
• Data-driven mindset with experience tracking service metrics or customer satisfaction initiatives
• Ability to remain calm under pressure and effectively resolve escalated situations
• Proficiency with CRM systems, project tracking tools, and standard business software

Preferred Background

• Experience within residential installation, construction, home improvement, contracting, utilities, or other project-based service industries
• Familiarity with permitting, scheduling, inspections, or customer onboarding workflows is a plus

Ideal Candidate Traits

• Highly organized and detail-oriented
• Strong ownership mentality and follow-through
• Natural problem-solver with a customer-first mindset
• Collaborative leader who thrives in fast-paced environments
• Comfortable balancing strategic process improvement with day-to-day execution

Compensation & Benefits

• Competitive compensation package based on experience
• Health, dental, and vision benefits
• Paid time off and company holidays
• Growth opportunities within an expanding organization

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, height, weight, or any other characteristic protected under applicable federal, state, or local law. Applications from members of minority groups and women are encouraged.