customer experience and process innovation manager.

Do you see the big picture when others are stuck in the weeds? Are you the kind of leader who doesn’t need a title to make a real impact? If you’re a mentor at heart, a strategic thinker by nature, and you thrive at the intersection of customer service, sales, and innovation—keep reading. This may be your next big move. Our client in the manufacturing industry is searching for a Customer Experience Manager to serve as the bridge between their Sales and Customer Service teams. This is a high-impact, low-ego role for someone who knows how to roll up their sleeves, take the escalated calls when it matters, mentor and elevate others, and bring ideas that actually move the needle. In this role, you will directly oversee the Customer Service Manager, while partnering closely with frontline Customer Service Reps and the Sales team to elevate the overall customer experience.

• This is not a role for someone who prefers to sit back and delegate. You’re in the trenches—listening, learning, and earning trust alongside your team 
• ring no ego, no pretense—just a genuine drive to build rapport, coach others, and roll up your sleeves

REQUIREMENTS: 

• Experience in a Customer Service or Sales Lead/Manager role within the Pool Industry is the unicorn we’re looking for. If that’s you—run, don’t walk.
• If not, we will consider Customer Service Managers who have managed a team of CSRs within the MANUFACTURING industry.
• If you haven’t been in a Customer Service Manager role within manufacturing, unfortunately, your experience does not align with the requirements of this position.
• Proven ability to mentor, coach, and drive performance improvements across teams
• Tech-savvy with strong experience in CRM platforms, ticketing systems, and tools that enhance customer operations
• Sharp communication skills, collaborative mindset, and a strong respect for earning trust before making change
• A grounded, humble presence—someone who leads by example and becomes the go-to expert by doing the work

salary: $70,000 - $75,000 per year
shift: First
work hours: 7:30 AM - 4:30 PM
education: High School

Responsibilities

Be the Coach & Culture Shaper

• Partner with the Customer Service Manager to mentor, inspire, and elevate the customer service team
• Work one-on-one with Customer Service Reps to help sharpen skills, handle tough calls, and improve outcomes
• Lead by example—taking escalated calls, coaching through real-time challenges, and building a consistent, high-performing service culture
• Create and deliver training content, process guides, and customer service standards that wow

Learn First, Lead Second

• Your #1 priority in the first 6 months: Learn.
• Dive deep into product knowledge, understand the brand story, and become a true subject matter expert

Think Like a Strategist

• Design and implement cross-departmental process improvements
• Identify friction points across sales, service, and operations—and solve them with smart, scalable strategies
• Use your knowledge of technology and systems to streamline workflows, enhance visibility, and increase responsiveness

Skills

Business operations

Managing

Customer Service

Customer Relations

Customer Relationship Management

Operational and Strategy Alignment

Creating Presentations

CUSTOMER ORDERS/SALES

CRM

Strategy

Coaching

Mentor

Active Listening

Interpersonal Sensitivity

ERP

Problem Solving

Qualifications

Years of experience: 5 years

Experience level: Manager

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.