Apply on Employer Site

BlueScope · 3 weeks ago

Senior Manager Customer Service

WA-Kalama

Full-time

Onsite

Senior Level

$169K/yr - $199K/yr

7+ years exp

BlueScope is a leading international supplier of steel products and solutions, focused on the global building and construction industry. The Senior Manager, Customer Experience is responsible for optimizing customer interactions to enhance satisfaction, loyalty, and retention, while collaborating with various departments to ensure a seamless customer journey.

ManufacturingMining

Responsibilities

Lead and manage customer-facing teams covering customer success, onboarding, training, and support, ensuring alignment with company business goals and service excellence

Coach, mentor, and develop customer experience teams, fostering a culture of accountability, collaboration, and high performance

Guide and train customer service teams, handle escalated issues, and manage the overall customer experience team

Oversee customer registration, vetting, onboarding, and training processes to deliver seamless experiences from first contact through ongoing engagement

Manage escalations and complex customer issues with timely resolution, maintaining high standards of service and customer trust

Act as strategic connectors across departments, influencing both customer and business outcomes: Project management – leading initiatives that bridge marketing, product, and support; executing CX roadmaps with measurable goals

Evaluate vendor tools and ROI; managing budgets and technology trade-offs

Guide organizational adoption of CX practices and securing executive buy-in

Collaborate closely with sales, product development, marketing, and operations teams to ensure customer feedback informs service, product feature development, and continuous improvement efforts

Proficiency with Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and journey analytics to identify friction points and drive action

Act as a customer advocate internally, driving improvements and innovations based on customer insights and industry benchmarks

Use data analytics and customer health metrics to identify risk areas, report trends to senior leadership, and recommend strategic initiatives for growth and retention

Qualification

Customer experience managementData analyticsProject managementLeadershipCRM systemsCoachingDeveloping othersChange managementAnalytical skillsBusiness acumenCommunication skillsNegotiation skills

Required

Bachelor's degree

Typically requires 7–10 years of experience in customer experience, success, or related customer strategy roles, preferably with 3+ years in leadership positions

Experience transforming or reorganizing customer experience teams is required

Strong expertise in customer journey mapping, data-driven decision making, program management, and multi-stakeholder collaboration

Excellent communication, presentation, and interpersonal skills suitable for influencing senior leaders and cross-functional teams

Familiarity with CRM systems, analytics tools, and customer feedback platforms valuable for performance tracking and insight gathering

Ability to thrive in ambiguous environments, manage multiple projects simultaneously, and lead cross-departmental initiatives

Analytical skills: Ability to interpret data and customer feedback to measure performance and identify trends

Preferred

Knowledge of ASC Division products and specifications

Construction Management

Experience transforming customer service to a customer experience team

5+ years with increasing responsibility in customer service in manufacturing environment

Knowledge of building construction, transportation and construction terminology highly

Salesforce and SAP experience preferred

Benefits

Health and welfare benefits

401(k) match

Health insurance

Life insurance

Short and long-term disability

Paid time off

Company

BlueScope

Glassdoor3.7

With over 16,500 people across 15 countries, BlueScope is a leading international supplier of steel products and solutions for building and construction markets.

Founded in 1978

Kansas City, Missouri, USA

10001+ employees