Supervisor, Customer Experience, North America
HARMAN InternationalAbout the role
General information
Location: Northridge - California, USA Job Family: Customer Experience Worker Type Reference: Regular - Permanent Pay Rate Type: Salary Career Level: P3 Job ID: R-48543-2025 Apply
Description & Requirements
About the Role
As the Supervisor, North America Customer Service, you will play a critical role in Harman’s Lifestyle Division. You will support the division’s success by ensuring that consumers are highly satisfied with their service experience. You will oversee all operational aspects of our contact handling infrastructure including our offshore contact center and a team of onshore Product Specialists. As the team leader you will also work to simultaneously improve customer satisfaction and cost-effective delivery.
About your Team
You will be supervising two Product Specialists and providing oversight and direction to 3rd party service providers.
What You Will Do
- Oversee and ensure successful execution of daily customer service practices including Tiers 1 & 2 contact center as well as escalations to Tiers 3 & 4.
- Monitor contact statistics and meet KPIs/SLAs. Forecast contact volumes, work with management to plan and staff accordingly. Provide monthly r
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