Customer Experience Manager
Success in this role requires
balancing people leadership, customer advocacy, process improvement, and business performance.
What Success Looks Like
First 30 Days: Build relationships with team members and key stakeholders. Develop an understanding of products, systems, processes, and customer expectations. Assess team strengths, opportunities, and current operational challenges.
First 90 Days: Establish credibility as a leader and coach. Identify quick-win process improvements and customer experience opportunities. Begin implementing performance expectations and development plans for team members.
First 6 Months: Improve team performance, responsiveness, and accountability. Lead meaningful process improvements that positively impact customers and internal partners. Utilize data and analytics to identify trends and support decision-making.
First 12 Months: Demonstrate measurable improvements in customer satisfaction, operational efficiency, and team effectiveness. Become a trusted partner to sales, operations, and leadership teams. Serve as a key contributor in departmental planning and customer experience initiatives.
Top 3 Critical Abilities / Functions
Leadership & Talent Development: Build, coach, and develop a high-performing customer service and sales support team.
Customer Experience & Problem Resolution: Drive exceptional customer experiences and resolve escalations.
Operational Excellence & Continuous Improvement: Analyze data, improve processes, and enhance efficiency and service quality.
The Biggest Challenges
Balancing strategic and tactical responsibilities, leading through change, and driving consistency across customer interactions.
Attributes and Behaviors
Customer-focused
Strong coach and developer of people
Highly organized
Resilient
Collaborative
Accountable
Proactive problem solver
Effective communicator and presenter
Continuous improvement mindset
Comfortable leading through ambiguity and change
Essential Skills & Experience
5+ years of leadership experience in customer service, customer support, sales support, or related operational functions.
Proven experience coaching and developing employees.
Strong customer service and conflict resolution skills.
Experience managing escalated customer issues.
Ability to analyze data and leverage metrics to improve performance.
Strong verbal, written, and presentation skills.
Experience collaborating across multiple departments.
Demonstrated ability to lead process improvement initiatives.
Strong organizational and project management capabilities.
Bachelor’s degree or equivalent combination of education and experience.
Preferred Skills & Experience
Mechanical engineering, manufacturing, industrial, engineered products, or B2B experience.
ERP/CRM experience.
Change management.
Executive and customer presentations.
Lean/Six Sigma.
Participation in strategic planning.
Culture Fit
Team-first mentality
Respectful and professional interactions
Ownership and accountability
Commitment to employee development
Continuous learning
Willingness to help
Positive influence during growth and change
Employee Value Proposition (WIIFM)
Opportunity to make a meaningful impact on customer experience and operational effectiveness, shape processes, develop people, influence business decisions, and help build the future customer experience organization at TCF.
This role offers strong visibility, leadership growth, and increasing strategic influence.
Pay range: $94,000 - $110,000 dependent on experience.
Eligible for an annual discretionary bonus tied to overall performance of the organization.
Full benefits package including medical, dental, vision, life insurance, 401K plan with employer match, and more.
Additional benefits: employee assistance programs, education reimbursement, paid vacation, holiday pay, and volunteer time.
Other exciting benefits: homeownership savings program, pet insurance, and more!