Senior Manager, Order Support (Remote)

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet. 
 
Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.  
 
We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications. 

Job Summary & Location

This Senior Manager leads a new chapter of operational maturity and customer experience excellence for Acuity’s Order Support team. As a Senior Manager, you’ll take full ownership of two of our most complex and strategically important regions—guiding a team of front-line representatives, refining our operational processes, and raising the bar for serving customers.

 

This leadership role is action-oriented. You’ll manage the daily rhythm of support while also stepping into escalations, influencing cross-functional initiatives, and helping evolve the systems, tools, and expectations that define our team. You’ll serve as a mentor, a problem-solver, and a driver of accountability—both for your team and the broader department.

 

More than a people manager, you’re a catalyst for clarity, energy, and progress—bringing structure where needed and pushing for excellence in communicating, delivering results, and leading others. Your presence on this team raises the bar for everyone around you.

 

This role works remotely from the United States and travels based on business needs.

Primary Responsibilities Include

Strategic Oversight & Leadership

• Own and lead the performance of two high-volume, complex regional pods.
• Drive a culture of ownership, accountability, and urgency across the team.
• Step in to handle high-stakes escalations and resolve issues quickly and decisively.
• Represent the C&I Order Support team in cross-functional meetings and initiatives, contributing a voice that inspires excellence among peers and partners alike.

People Management & Development

• Manage and mentor a team of front-line representatives focusing on excellence and growth.
• Model what outstanding CX leadership looks like at the managerial level.
• Coach team members on communication, priority management, and customer ownership—while modeling these behaviors for peers and setting a consistent tone of accountability across the broader team.
• Identify high-potential talent and help build future team leaders.

CX Maturity & Process Improvement

• Identify operational inefficiencies and partner with CX leadership and tools teams to improve them.
• Lead or support C&I-wide projects that enhance our systems, metrics, and service models.
• Champion proactive customer engagement and elevate standards across the team.

Departmental Capacity & Succession Planning

• Actively reduce the day-to-day workload of the Director by leading key strategic and operational efforts.
• Serve as a thought partner for long-term departmental strategy and organizational design.
• Prepare to lead other managers or regions as the department grows.

Qualifications

• 5+ years of related experience in customer-facing roles, including 2+ years of people leadership, is required.
• Experience in B2B order support, manufacturing, or distribution environments and familiarity with commercial lighting, electrical distribution, or adjacent industries is preferred but not required.
• A Bachelor’s degree in a related field is preferred.