Customer Experience Manager

ACCOUNTABILITIES & ESSENTIAL FUNCTIONS

• Identify opportunities to improve the overall customer journey across ordering, fulfillment, support, and digital interactions.
• Lead initiatives that enhance customer satisfaction, reduce friction, and improve operational efficiency.
• Analyze customer feedback, operational data, and transaction trends to identify experience gaps and improvement opportunities.
• Serve as a customer advocate across internal teams to ensure customer needs are considered in business decisions.
• Lead cross-functional projects designed to improve customer-facing processes and tools.
• Partner with sales, operations, and customer service teams to streamline workflows and remove customer pain points.
• Support the development of scalable processes that improve onboarding, ordering, and service interactions.
• Support the development and continuous improvement of technology-enabled customer interactions, including digital integrations such as APIs, EDI, Punchout (cXML), and other machine-to-machine data exchange solutions.
• Partner with IT, digital commerce, operations, and sales teams to design, implement, and maintain scalable integration solutions that connect customer procurement systems with internal platforms.
• Facilitate collaboration between technical teams and customer-facing stakeholders to ensure successful implementation and ongoing performance of digital integration solutions.
• Assist with onboarding customers to digital tools and integration capabilities that improve procurement efficiency and reduce manual transactions.
• Monitor performance of digital integrations and customer-facing systems, identifying opportunities to improve reliability, automation, and the overall customer experience.
• Support troubleshooting and resolution of integration-related issues by coordinating between internal technical teams and external customer contacts.
• Develops and maintains a productive work teams by hiring qualified personnel, training, and managing performance.
• Manages teams with integrity, ethical business practices, and in accordance with Mouser policies, procedures, and practices.
• Customarily and regularly directs the work of two or more full-time employees or their equivalent. Makes suggestions and recommendation for these employees regarding performance, including hiring, transfer, advancement, and termination.
• Manages daily operations to meet department and company objectives.
• Works with minimum supervision and makes independent judgments.
• Flexible to meet the changing needs of the business and willingness to take on new responsibilities and assignments.
• Initiates, establishes and maintains highly effective relationships with internal and external business contacts of various cultures, and at all levels.
• Extremely confidential and trustworthy.
• Demonstrates knowledge, experience and understanding of critical job function of the team and people management.
• Assists management with development of results oriented strategies.
• Regular attendance at work is an essential part of the job.

SKILLS & CERTIFICATIONS

• Experience working with digital commerce platforms, ERP systems, or CRM platforms.
• Familiarity with API integrations, EDI transactions, or procurement automation technologies.
• Professional certification such as CCXP or PMP is preferred
• Experience leading cross-functional projects or process improvement initiatives.

EDUCATION & EXPERIENCE

• Bachelor’s Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will manage. Including:
• Internal candidates: Minimum 2 years as a highly performing Mouser Team Lead or Supervisor.
• External candidates: Minimum 3 years as a supervisor or higher-level management position
• 5+ years of experience in customer experience, digital commerce, business operations, or related roles.