Customer Service Manager

About the role

The Role We're looking for a strategic, people-focused Customer Service Manager to lead our Customer Service and Application Engineering teams. In this highly visible leadership role, you'll shape the customer experience, develop high-performing teams, and drive continuous improvement across our service operations. If you're passionate about building strong customer relationships, coaching talented employees, and using data to improve business performance, we'd love to hear from you.

Responsibilities

• Leadership & Team Development

• Lead, coach, and develop Customer Service and Application Engineering teams.
• Establish clear performance expectations, KPIs, and development plans.
• Recruit, onboard, mentor, and retain top talent.
• Foster an engaged, collaborative, and customer-first culture.

• Customer Experience

• Serve as the escalation point for complex customer issues and ensure timely resolution.
• Build lasting customer relationships by understanding their needs and delivering exceptional service.
• Monitor customer feedback and implement initiatives that improve satisfaction and loyalty.
• Champion the voice of the customer throughout the organization.

• Operational Excellence

• Evaluate current service processes and identify opportunities to improve efficiency and effectiveness.
• Lead cross-functional process improvement initiatives that enhance both the customer and employee experience.
• Measure and analyze key performance metrics to drive informed business decisions.
• Implement best practices that support scalability and operational excellence.

• Cross-Functional Collaboration

• Partner with Sales, Marketing, Operations, Engineering, and other departments to deliver a seamless customer experience.
• Communicate customer insights that influence business decisions and product improvements.
• Support customer retention initiatives and continuous business growth.

• Reporting & Business Analysis

• Develop and present customer service performance reports and actionable insights to leadership.
• Leverage CRM and customer service platforms to monitor trends and identify opportunities for improvement.
• Manage departmental budgets and identify opportunities for cost optimization while maintaining service excellence.

• Quality & Compliance

• Ensure compliance with company policies, quality standards, and industry requirements.
• Conduct quality reviews and implement training and coaching based on findings.
• Promote continuous learning by incorporating industry best practices into team development.

Qualifications

• Bachelor's degree in Business, Marketing, Engineering, or a related field.
• 5 or more years of progressive customer service leadership experience.
• At least 2 years of people management experience leading and developing high-performing teams.
• Experience improving customer service processes and driving operational excellence.
• Strong analytical skills with the ability to interpret data and make strategic recommendations.
• Experience with CRM platforms such as Salesforce or similar customer management systems.
• Outstanding communication, relationship-building, and problem-solving skills.
• Strong project management and organizational abilities with experience leading cross-functional initiatives.

Preferred Qualifications

• Certified Customer Service Manager (CCSM) or similar professional certification.
• Experience leading technical customer support or application engineering teams.
• Experience managing departmental budgets and resource planning.

Benefits

The estimated salary range for this position is $115k to $130k base plus bonus. Starting pay is dependent on multiple factors, such as skills, experience and work location, and is not typically at the top of the range. At Xylem we offer a competitive compensation package with a generous benefit package, including Medical, Dental, Vision plans, 401(k) with company contribution, paid time off, paid parental leave and tuition reimbursement.

Pay

The estimated salary range for this position is $115k to $130k base plus bonus. Starting pay is dependent on multiple factors, such as skills, experience and work location, and is not typically at the top of the range.

Schedule

Not specified.

Skills

Not specified.

Benefits

At Xylem we offer a competitive compensation package with a generous benefit package, including Medical, Dental, Vision plans, 401(k) with company contribution, paid time off, paid parental leave and tuition reimbursement.