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Carrier develops building and cold chain technologies for environments where comfort, safety, and reliable preservation matter. Its work spans HVAC and refrigeration systems, helping organizations support healthier indoor spaces and protect the supply of food and medicine. The company also explores smart building solutions, energy resilience, and more efficient infrastructure as it works with partners on sustainability and climate-related challenges. With teams working across construction, healthcare, and logistics, Carrier offers opportunities connected to the systems that keep buildings operational and essential goods moving.
Customer Experience Manager at Carrier — Palm Beach Gardens, FL
Lead post-sale customer experience for Carrier’s climate and energy solutions. Manage escalations, key relationships, cross-functional coordination, and service improvement initiatives.
Description
- Lead escalations for assigned customers and internal teams
- Build stronger relationships with key customer accounts
- Serve as the main customer contact across order and service delivery
- Facilitate customer and internal cross-functional meetings
- Collaborate with Order Management, Delivery, Operations, Sales, Service, and other stakeholders
- Analyze data, systems, customer feedback, and process insights to uncover trends, root causes, and improvement opportunities
- Lead and contribute to process improvement initiatives
- Foster team accountability and engagement
- Assess customer training needs and support adoption of self-service tools, portals, system enhancements, and digital resources
- Keep customer and order records accurate across relevant tools, systems, and reporting processes
- Manage customer survey follow-up and coordinate corrective actions
- Lead or contribute to strategic initiatives and special projects
- Attend and help lead onsite customer meetings, including travel to customer locations when required
- Own the complete customer experience and drive accountability for customer outcomes
Requirements
- Bachelor’s degree
- At least 1 year of experience in Customer Service, Order Management, and/or Customer Experience
- At least 2 years of demonstrated experience managing customer escalations, resolving complex issues, and communicating effectively with internal and external stakeholders
- At least 2 years of professional experience with strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook
- Ability to travel throughout the US 25%
- Ability to work cross-functionally in a fast-paced, dynamic environment while managing multiple priorities and deadlines
- Strong organizational, follow-up, problem-solving, and decision-making skills
- Excellent written and verbal communication skills
- Ability to tailor messages for customers, peers, and leadership
- Ability to lead by example, influence without direct authority, and support team accountability
- Experience using customer feedback, survey results, operational data, or performance metrics to identify trends and drive improvement actions
- Experience with SAP, Salesforce, Power BI, customer portals, or similar business systems and reporting tools
- Comfort with digital productivity and AI-enabled tools, such as Microsoft Copilot or similar platforms
- Demonstrated interest in career growth, leadership development, and potential relocation based on business needs
Benefits
- Short-term cash incentives, subject to plan requirements
- Medical, dental, and vision coverage
- Wellness incentives
- Retirement benefits
- Up to 15 days of paid vacation
- Up to 5 days of paid sick leave
- Up to 5 days of paid personal leave
- Up to 13 paid holidays
- Birth and adoption leave
- Parental leave
- Family and medical leave
- Bereavement leave
- Jury duty leave
- Military leave
- Purchased vacation
- Short- and long-term disability coverage
- Life insurance and accidental death and dismemberment coverage
- Health Savings Account
- Health Care Spending Account
- Dependent Care Spending Account
- Tuition assistance
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