Customer Experience Manager

Description

The Customer Experience Manager is responsible for overseeing the daily operations of a Delivery & Installation (D&I) location, including warehouse and yard operations, installation crews, scheduling, branch billing, inventory, and personnel management. This position ensures that all operational functions work together efficiently to deliver exceptional customer experience, maintain high standards of quality and service, and support the overall success of the branch.

The Customer Experience Manager provides hands-on leadership, develops and supports a positive, accountable, can-do team culture, and works collaboratively with Sales and other departments to ensure projects are completed safely, accurately, on schedule, and to the customer's satisfaction.

Requirements

Operations & Installation Management

• Oversee daily D&I operations, including scheduling selections, installations, and large projects.
• Manage installation crew staffing, scheduling, training, and performance to ensure jobs are completed safely, efficiently, and to Walpole Outdoors' quality and service standards.
• Review and approve new orders for accuracy and operational feasibility; provide feedback to Sales as needed.

Warehouse, Fleet & Inventory

• Manage warehouse and/or storage yard operations, inventory, company vehicles, and equipment, ensuring organization, accuracy, and proper maintenance.

Customer Experience & Showroom

• Ensure a positive customer experience from order handoff through installation and resolution of customer concerns.
• Support showroom operations through regular maintenance and upkeep of interior and exterior displays.

Branch Administration & Billing

• Oversee branch billing and job closeout processes to ensure accurate, timely invoicing and proper documentation.

Personnel & Safety Management

• Oversee hiring, training, scheduling, performance management, HR matters, and safety compliance for D&I personnel.
• Foster a positive, accountable, team-oriented culture focused on operational excellence and customer satisfaction.
• Perform other duties as assigned.

Skills and Qualifications

• Strong leadership, organizational, and problem-solving skills.
• Excellent communication and interpersonal skills with a customer-focused mindset.
• Ability to manage multiple priorities, schedules, and projects effectively.
• Proficiency with computers, ERP systems, and scheduling software.
• Working knowledge of warehouse operations, inventory management, installation services, and light construction practices.
• Experience in hiring, training, scheduling, and managing employees, with the ability to foster a positive, accountable team environment.

  Benefits:

• Health, Dental, Vision & Disability insurance
• 401(k)
• Life Insurance
• Paid time off

Walpole Outdoors is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.