Senior Manager, Customer Service

SUMMARY:

The Senior Manager of Customer Experience is a critical leadership role at Barletta. In this position, you will lead our Customer Experience team of Retail and Dealer Advisors, one of the primary points of contact for our customers and dealers. We do things differently here at Barletta, and you will play a key role in shaping and executing our customer experience strategy. This role requires a hands-on, highly collaborative leader who builds strong relationships internally and externally, champions continuous improvement, and ensures our customers and dealers receive timely, high-quality support. You will partner closely with plant leadership and cross-functional teams to deliver on performance goals, execute strategic initiatives, and consistently provide an exceptional ownership experience.

Barletta’s culture is what sets us apart and creates a great employee experience. In addition to a Barletta Safe culture where all employees work collaboratively to create a zero-harm work environment, we actively promote and encourage behaviors aligned with our Values: (1) Treat everyone like family, (2) Always do the right thing, and (3) Relentlessly pursue excellence; and our Leadership Expectations: (1) Connect with purpose, (2) Execute with excellence, and (3) Build the future.

JOB RESPONSIBILITIES:

1. Customer Experience Strategy:

• Partner with the VP of Customer Experience to develop and execute an enterprise customer experience strategy aligned with Barletta’s brand promise, values, and growth objectives.
• Lead initiatives that measurably improve satisfaction and loyalty (e.g., NPS/CSAT, repeat purchase, referral, and dealer advocacy), including clear goals, operating rhythms, and accountability.

1. Leadership and Team Development:

• Lead, coach, and develop a high-performing team that delivers world-class, professional support to customers and dealers across channels (phone, email, and digital tools).
• Establish onboarding, coaching, and ongoing enablement programs; set clear standards, review performance routinely, and build a strong leadership bench.

1. Issue Resolution:

• Own the customer escalation process, ensuring timely, consistent, and fair resolution while protecting the Barletta brand and customer trust.
• Implement a closed-loop Voice of Customer/Dealer process, capture feedback, identify root causes, and drive corrective actions with Operations, Quality, Engineering, and Supply Chain.

1. Quality Assurance:

• Build and maintain quality assurance standards for customer/dealer interactions and factory-service workflows (standard work, call/email quality reviews, and documentation).
• Continuously improve tools, knowledge content, and service processes to reduce rework, shorten cycle times, and improve first-contact resolution.

1. Budget Management:

• Own departmental planning and budget management; allocate resources effectively and articulate ROI for CX investments (people, tools, training, and process improvements).

1. Collaboration:

• Serve as a key cross-functional connector between Customer Experience, Factory Service, Quality, Production, and other partners to ensure a seamless end-to-end ownership experience.
• Strengthen dealer partnership by creating clear communication paths, expectations, and service-level standards; resolve friction points quickly and professionally.

1. Performance Metrics:

• Define, track, and communicate key CX metrics and service health indicators (e.g., NPS/CSAT, response time, cycle time, first-contact resolution, backlog aging, and repeat contacts).
• Build dashboards and an operating cadence that turns insights into action, prioritize improvements, remove barriers, and drive measurable gains in quality and customer outcomes.

1. Training Programs: