Eaton's Assemblies and Residential Solutions (ARS) division is currently seeking a Customer Experience Manager. This position can be based at our Peachtree City, GA, Arden, NC or Moon Township, PA locations and offers a hybrid schedule.

　　The expected annual salary range for this role is $116250.03 - $170500.04 a year.

　　Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

　　What you'll do:

　　As a Customer Experience (CX) Manager, you will be responsible for providing strategic direction and leadership to a team of Customer Service Representatives and Digital Customer Experience Analysts to enhance the customer experience and drive business growth. Your primary responsibilities will include improving the overall customer experience through world-class customer service to Eaton's Wiring Devices customers and reducing customer effort through improved customer and sales enablement / front-end tools and digital enablement initiatives. You'll be a customer advocate and will develop and execute a strategy reducing customer effort, enabling seamless end-to-end customer interactions, and improving customer satisfaction, loyalty, and retention.

　　This role requires in depth understanding of customer and sales enablement / front-end tools, and sales and customer support functions. It also requires a technical aptitude for solving problems, and a digital transformation mindset with proven experience leading and operating in a transactional and strategic environment.

　　In this role, you will:

　　• Lead the customer service strategy including customer service, order entry (both domestic and international), EDI and e-commerce efforts, and self-service tools for our Wiring Devices Product Line.

　　• Lead the digital customer experience strategy including the development and enhancement of customer and sales enablement / digital tools, improving ease of doing business and how we interface with customers and sales.

　　• Use current business tools and data analytics to discover emerging trends, product or process improvement opportunities, and system enhancements improving the customer experience and enabling improved decision making and reporting.

　　• Develop and implement an organizational structure that provides best in class digital tools and seamless service to the customer while managing internal complexity and cross-divisional programs.

　　• Implement and enhance technologies for customer and sales enablement / digital tools such as Eaton BidManager, Order Center, BIM modeling, submittal and drawing generators, cross-reference database, product and customer master data and others for several product lines within ARS.

　　• Execute and drive performance metrics, leveraging best practices and synergies with other divisions to deliver value to customers and the business.

　　• Collaborate with key internal stakeholders including Sales, Product Lines, Operations, IT, EatonCare/Customer Service and Marketing to ensure that above strategies are aligned.

　　• Act as an informal source of expertise in systems such as BidManager, Order Center, SAP, Vista, Salesforce and others.

　　• Manage and align the customer experience budget and resources to digitalization, customer service, and overall business objectives.

　　• Maintain customer feedback mechanisms to identify and prioritize customer pain points and opportunities for improvement.

　　• Collect and analyze competitors' capabilities and industry trends as available and developing recommendations for improvement.

　　Qualifications:

　　Required (Basic) Qualifications:

　　Bachelor's degree from an accredited institutionMinimum 5 years of experience in technical marketing, sales/field support, customer service, customer experience, digital transformation, or information technology Minimum of 3 years of people management experienceMust be legally authorized to work in the United States without company sponsorship now or in the futureNo relocation is offered. Candidates must reside within a 50-mile radius of Peachtree City, GA, Arden, NC, or Moon Township, PA.

　　Preferred Qualifications:

　　At least 5 years of management of people experienceKnowledge of Eaton's products, services, and markets, especially in ARS divisionTechnical knowledge of customer service processes and systems Experience with SAP, Vistex, Vista, EDI, Salesforce, Eaton propriety BidManager software, or other product configuration applications and e-commerce toolsInformation technology knowledge of customer and sales enablement systems

　　Expected travel for this role is approximately 15%.

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　　Eaton considers qualified applicants regardless of criminal histories, consistent with local laws. To request a disability-related reasonable accommodation to assist you in your job search, application or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number.

　　We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.