Customer Experience Manager

About the role

Mouser Electronics is seeking a Customer Journey Manager to lead initiatives that enhance customer satisfaction, reduce friction, and improve operational efficiency. This role will partner with sales, operations, and customer service teams to streamline workflows and remove customer pain points.

Responsibilities

• Identify opportunities to improve the overall customer journey across ordering, fulfillment, support, and digital interactions.
• Lead cross-functional projects designed to improve customer-facing processes and tools.
• Support the development of scalable processes that improve onboarding, ordering, and service interactions.
• 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 recommendations 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 willing 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 functions of the team and people management.
• Assists management with development of results-oriented strategies.

Qualifications

• Bachelor’s Degree in any field, or minimum of 3 years prior work experience that is relevant to the team you will manage.
• 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.