Customer Service Business Relationship Manager

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

About this role 

The Customer Service Business Relationship Manager is responsible for driving digital initiatives that improve customer experiences, operational efficiency, and business outcomes. This role sits at the intersection of customer service operations, digital product delivery, and project/program management, ensuring that customer-facing and internal service capabilities are delivered on time, within scope, and aligned to business strategy.  

Role Responsibilities 

• Partner with Customer Service leadership to translate business objectives, customer experience needs, and operational requirements into scalable digital solutions.  

• Serve as the primary liaison between Customer Service stakeholders and digital delivery teams, including IT, Product, AI/Automation, Data, and external vendors.  

• Partner with digital product leads to ensure Customer Service initiatives align with the broader digital experience strategy.  

• Lead intake, prioritization, and execution of Customer Service digital initiatives, including AI-enabled solutions, CRM enhancements, and ERP integrations.  

• Define and manage business and functional requirements for platforms such as Salesforce (case management, workflows, knowledge, CTI) and SAP (order management, billing, service processes).  

• Convert business requirements into project scopes, user stories, acceptance criteria, and delivery roadmaps aligned with Customer Service KPIs.  

• Plan and manage digital resource capacity, timelines, budgets, dependencies, and risks across multiple concurrent Customer Service initiatives.  

• Ensure seamless integration and data flow across Salesforce, SAP, AI platforms, and downstream reporting and analytics tools.  

• Define reporting requirements and data models to support KPIs such as CSAT, AHT, FCR, backlog, SLA adherence, and productivity.  

• Partner with data and analytics teams to ensure data accuracy, governance, and automation of reporting outputs.  

• Support testing, training, change management, stakeholder communication, and rollout of new tools and processes to ensure adoption and sustained value.  

• Ensure compliance with enterprise architecture standards, security, data privacy requirements, and SDLC / Agile delivery practices. 

Required Qualifications 

• Bachelor’s Degree 

• 5 + years of experience with CRM and customer service platforms  

Preferred qualifications 

• Hands-on experience with customer data and electronic transactions within an SAP environment.  

• Understanding of omnichannel service channels (phone, chat, email, self-service), and experience in workflow automation and optimization.   

• Ability to analyze serv