Manager Customer Care

Manager Customer Care

Req ID: 16693 Work Flexibility: Hybrid Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people's lives. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals. Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at

Job Summary The Manager Order Support will lead a frontline team supporting customers across the U.S., with overall responsibility for operational performance, customer support excellence, escalations, team development, and process improvement. The role is designed to bring greater structure, accountability, and operational maturity to the Order Support organization while serving as the escalation point for two high-volume and complex regions.

Key Tasks & Responsibilities Lead the performance and daily operations of a frontline Customer/Order Support team. Manage high-priority customer escalations and resolve issues quickly. Build a culture of ownership, accountability, and urgency. Coach, mentor, and develop frontline representatives. Identify high-potential employees and develop future team leaders. Monitor KPIs and use data to identify opportunities for improvement. Identify operational inefficiencies and implement process improvements. Partner with Customer Support leadership and cross-functional teams. Support improvements to systems, metrics, and the overall service model. Build cross-training and coverage strategies to maintain operational continuity. Contribute to long-term departmental and regional strategy.

Skills and Minimum Experience Required Bachelor's degree Over 3 years of experience in customer-facing roles. People-management experience. Proven experience leading operationally complex, customer-facing teams. Strong KPI/data analysis skills. Excellent communication and stakeholder-management skills. Ability to remain calm and decisive during escalations. Strong coaching and employee-development skills. Experience leading change initiatives and creating structure in evolving environments. Comfortable working with workflow systems, CRM platforms, and Customer Support tools. Strong customer-centric mindset and ownership mentality Preferred: B2B Order Support experience. Manufacturing or distribution experience. Experience with commercial lighting or electrical distribution. Experience in a related industry where order management/customer operations are complex Travel Requirements 0-25% We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.