Customer Experience Manager

Are you a customer experience leader who knows how to build high-performing teams from the ground up, drive accountability through data, and turn every customer interaction into a revenue opportunity?

A growing manufacturing company based in Grapevine, TX is looking for a Customer Experience Manager to take ownership of their customer service and experience functions. You'll lead a small team and a clear mandate: raise the bar on performance, build the structure that doesn't yet exist, and scale the function as the business grows. This is a hands-on leadership role — not a seat at a desk reviewing reports, but a seat at the table where decisions get made.

The role is fully onsite in Grapevine, Texas.

What your day will look like:

• Assess current call handling practices and identify gaps in conversion, qualification, and follow-through
• Build and implement training programs, call frameworks, and performance scorecards that the team can actually use
• Coach representatives on discovery skills, objection handling, and booking quality — turning good calls into great outcomes
• Own scheduling and dispatch alignment, ensuring workload is distributed efficiently without overextending the field team
• Drive membership and service upsell conversations through your team, not around them
• Track and report on KPIs including booking rates, conversion percentages, response time, and capacity utilization
• Partner with operations and leadership to keep the customer-facing function aligned with broader business goals

Why we love this role:

• True greenfield opportunity — the framework needs to be built, and you'll be the one to build it
• A company in active growth mode, including strategic acquisitions, where your impact will be felt quickly
• Strong leadership support and a culture that recognizes performance
• Exposure to a diverse customer base with room to develop your team into future leaders
• Competitive compensation with meaningful bonus upside tied to results you control

What you'll need:

• 3+ years leading a customer service, call center, or inside sales team
• A track record of improving the numbers that matter — conversion rates, booking quality, show rates
• Experience building KPIs, coaching frameworks, and accountability structures, not just inheriting them
• Comfort operating in a fast-moving environment where the playbook is still being written
• Strong communication skills and the ability to translate data into action
• Experience managing scheduling or dispatch coordination alongside customer service is a meaningful advantage
• Familiarity with performance dashboarding tools (Power BI or similar) is a plus

Schedule: Monday–Friday, 7am–4pm, with minimal oversight of weekend and after-hours operations