Manager-Customer Experience Support-Orem, UT

Are you a customer-obsessed people leader who thrives in a fast-paced, high-impact environment?  Do you have a passion for empowering teams, streamlining service delivery, and driving continuous improvement?

In this critical role, you will lead a high performing team that delivers segmented, responsive, and personalized service, manage order-to-fulfillment operations, and resolve issues with speed and precision.  As the voice of the customer, you’ll use data insights to drive meaningful process improvements and champion cross-functional collaboration with production, sales and estimating.

This position will be on-site in our Orem, Utah production facility.  Fortis Solutions Group provides full benefits including medical, dental, vision, short/long term disability, accident and critical care insurance, life insurance, pet insurance, 401k with company match, paid time off, paid sick time, parental leave, paid holidays, tuition reimbursement, charitable gift matching, holiday bonus and more!

As the Manager-Customer Experience Support you are responsible for leading a high-performing customer experience support team that delivers consistent, efficient, and personalized service aligned with customer segmentation and service level expectations. You will ensure all customer interactions reflect the organization's values and drive a positive customer experience.  In addition, you will lead team development, process improvement, and cross-functional collaboration to elevate service delivery and response times. As a people leader, you will empower team members, ensure compliance, and partner with functional teams to support the customer journey with the Company.

Essential Duties and Responsibilities:

• Deliver Segmented Service Excellence:
  Ensure daily operations reflect prioritized service delivery aligned with customer segments and defined service levels, including order entry, inquiries, and escalations.
• Order & Issue Management:
  Manage and optimize end-to-end order management activities — from entry to fulfillment — proactively resolving issues related to lead times, production delays, or shipping errors. Ensure accuracy and timeliness in communication with customers.
• Collaborate on Successful Onboarding & Alignment:
  Support customer onboarding efforts by aligning with onboarding teams and ensuring consistent communication, and a strong start to the customer relationship.
• Cross-Functional Collaboration:
  Serve as the voice of the customer internally by partnering with Production, Scheduling, Estimation, Prepress, Sales, and Quality to troubleshoot and improve response times, order accuracy, and service levels.
• KPIs & performance management:
  Monitor and report on key performance indicators such as response times, query resolution, error percentage, NPS/CSAT trends, and escalation resolution. Use data to drive performance.
• Team Leadership & Performance Management:
  Lead and coach a team of CX professionals. drive ownership, continuous learning, and accountability. Set clear expectations, provide feedback, and create development plans.
• Customer Feedback & Continuous Improvement:
  Collect and escalate VOC (voice of customer) insights. Use feedback and trend analysis to identify process gaps, drive root cause resolution, and initiate process improvements.
• Additional duties as assigned.

Requirements:
Education and Experience:

• High school diploma required. Bachelor’s degree in business,