Customer Experience Manager

Customer Experience Manager - Virtual

Come build something that matters.

It takes great people to achieve greatness. People with a sense of purpose and integrity. People with a relentless pursuit of excellence. People who care about making things better For Those Who Make The World™. Sound like you? Join our top-notch team of more than 50,000 diverse and high-performing professionals globally who are making their mark on some of the world’s most beloved brands, including DEWALT®, BLACK+DECKER®, CRAFTSMAN®, STANLEY®, CUB CADET®, and HUSTLER®.

The Job:  

As a Customer Experience Manager, you’ll be part of our Infrastructure team working as a virtual employee.    You’ll get to:   

• Manages the work of Customer Experience Team Leads and Representatives.
• Identifies and addresses recurring trends, difficult-to-resolve problems, and potential issues identified by Customer Experience team members.
• Acts as a primary point of escalation for Customer Experience Team Leads.
• Ensures provision of end-to-end support to address identified and potential issues, engaging with technical, product, and other teams to provide higher levels of support as required.
• Resolves key issues raised by team members, referring the most significant and complex to the appropriate business process owners, technical colleagues, or applicable leadership.
• Reviews daily, weekly, monthly, and quarterly performance metrics to ensure teams are performing within expectations.
• Ensures/performs periodic live call monitoring to ensure the provision of high-quality customer support.
• Ensures team members receive ongoing training and information about Infrastructure products and features.
• Performs daily/weekly review of workforce management analyses.

The Person:  

You love to learn and grow and be acknowledged for your valuable contributions. You’re not intimidated by innovation. Wouldn’t it be great if you could do your job and do a world of good?  In fact, you embrace it. You also have: 

• Subject matter expertise on one or more of our product lines and/or segments.
• Self-motivated with high energy and a positive attitude with the ability to drive growth; must be able to organize and manage time effectively.
• Demonstrated success in problem-solving; must be solution-oriented, resourceful, and innovative.
• Previous leadership experience in a Customer Service or Customer Experience role is a plus but not required.
• Required knowledge of principles and application of the industrial tools market.
• Ability to work and communicate with customers and internal partners at all levels – from support staff to leadership.
• Ability to react and make decisions quickly in a fast-paced business environment.
• Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and overall computer proficiency.

The Details:

You’ll receive a competitive salary and a great benefits plan including:

• Medical, dental, life, vision, wellness program, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement.
• Discounts on Stanley Black & Decker tools and other partner programs.

And More:

We want our company to be a place you’ll want to be – and stay. Being part of our team means you’ll get to:

• Grow: Be part of our global company with 20+ brands to grow and develop your skills along multiple career paths.

• Learn: Have access to a wealth of learning resources, including our Lean Academy, Coursera®, and online university.
• Belong: Experience an awesome place to work, where we have mutual respect and a great appreciation for diversity, equity, and inclusion.
• Give Back: Help us continue to make positive changes locally and globally through volunteerism, giving back, and sustainable business practices.

What’s more, you’ll get that pride that comes from empowering makers, doers, protectors, and everyday heroes all over the world. We’re more than the #1 tools company. More than a driving force in outdoor power equipment. More than a global leader in industrial. We’re visionaries and innovators. As successful as we’ve been in the past, we have so much further to go. That’s where you come in. Join us!

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All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status, or any other protected characteristic.

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and h