GE Appliances, a Haier company · 1 month ago
Senior Director, Customer Success – Air & Water
USA, Louisville, KY
Full-time
Hybrid
Director/Executive
12+ years expGE Appliances, a Haier company, is the fastest-growing appliance company in the U.S., seeking a Customer Success Leader to define and execute the strategy for post-sales support across their Air & Water business. This role will unify various customer support functions to enhance customer satisfaction and loyalty, ensuring a seamless experience for all customers.
Consumer Goods
Responsibilities
Develop and execute a comprehensive post-sales customer success strategy for HVAC, water heating, and water treatment products
Establish a single, unified point of contact for customers, ensuring seamless coordination across Quality, Service, Support, Training, Warranty, and Parts
Lead and inspire a cross-functional team to deliver exceptional customer experiences
Partner with Product, Sales, Operations, and Marketing to integrate customer feedback into continuous improvement
Build a 'customer-first' culture with consistent standards for service excellence across all customer segments (dealers, distributors, contractors, retailers, end consumers)
Implement best-in-class tools, processes, and KPIs to track and enhance customer satisfaction, NPS, response time, resolution rates, and retention
Establish a clear escalation path for complex customer issues and ensure rapid resolution
Own the collection and analysis of field data from service calls, warranty claims, and parts performance to identify recurring quality issues
Maintain a dotted-line relationship with Supplier Quality to ensure customer insights directly inform supplier corrective actions and continuous improvement
Collaborate with Operations and Supplier Quality teams to drive root-cause resolution of systemic issues impacting customer experience
Standardize service operations including warranty claims, spare parts availability, technical support, and training delivery
Develop scalable systems for knowledge management, self-service, and customer enablement
Ensure compliance with regulatory and safety requirements across service and support functions
Build and develop a high-performing Customer Success team with expertise in quality, technical service, customer support, training, and parts operations
Create professional development and training pathways for field and call center staff to ensure skill growth and retention
Qualification
Required
12+ years of leadership experience in customer success, service, or support roles, preferably within HVAC, water heating, or adjacent industries
Demonstrated ability to design and scale customer-facing operations
Strong understanding of service logistics, warranty processes, technical training, and parts distribution
Track record of building customer-first cultures and delivering measurable improvements in customer loyalty
Experience with digital tools and platforms for customer engagement, knowledge bases, and CRM systems
Exceptional communication, change leadership, and cross-functional collaboration skills
Company
GE Appliances, a Haier company
At GE Appliances, a Haier company, we come together to make good things, for life. Headquartered in Louisville, Kentucky, we are a leading U.S.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Kevin Nolan
President & Chief Executive Officer
Marc Charnas
CFO & VP Corporate Strategy
Recent News
2026-01-09
Lane Report | Kentucky Business & Economic News
2025-11-23
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