Sr. Customer Experience Manager

Sr. Customer Experience Manager

Location: Brentwood, Missouri (MO), US, 63144

Building People that Build the World. With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. This opportunity is for our Electric Heat business. Electric Heat is a trusted leader in electric heating and ventilation solutions for commercial, industrial, and residential applications. Backed by the strength of ASPEQ Heating Group and Marley Engineered Products, we offer a wide range of standard and customized products through leading brands like QMark, Indeeco, Berko, and Brasch. Our portfolio includes baseboard, wall, unit, and infrared heaters, along with ceiling fans and air circulators - designed to deliver comfort, reliability, and performance. We are committed to high-quality, energy-efficient solutions that improve environments where people live and work.

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As the Customer Experience Manager, you will define and lead the customer experience direction for the Electric Heat business and related platforms. You will build a capable, accountable, and customer-focused team; establish clear service standards and operating rhythms; and align cross-functional partners around a consistent, best-in-class experience across businesses, brands, channels, National Accounts, OEM customers, distributors, and internal stakeholders. This is a hands-on, player-coach leadership role. You will set priorities, develop people, strengthen processes, and hold the organization accountable for results while also remaining actively involved in customer escalations, strategic accounts, order and service issues, reporting, systems work, and day-to-day execution when business needs require it. Success in this role requires balancing long-term direction with practical execution: creating the roadmap, building the team and operating discipline, and personally helping solve the most important customer and business issues.

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

• Customer Experience Strategy, Direction & Accountability
• Team Leadership, Capability Building & Culture
• Customer Leadership, Strategic Accounts & Escalations
• Day-to-Day Customer Service & Order Management Execution
• Operational Excellence, Metrics & Continuous Improvement
• Systems, ERP, Compliance & Business Transformation
• Cross-Functional Leadership & Organizational Influence

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

Required Experience

Six (6) or more years of progressive customer service, customer operations, order management, or related experience, including significant people-leadership responsibility. Demonstrated experience setting direction for a customer service or customer experience function while remaining hands-on in a high-volume business-to-business operating environment. Proven ability to build teams, develop supervisors or team leads, establish accountability, and improve performance through clear goals, coaching, metrics, and operating discipline. Strong knowledge of customer order management, inquiry resolution, claims, escalations, service standards, performance metrics, and customer satisfaction processes. Experience with ERP, order-entry, customer-service, reporting, and business systems; ability to interpret data, identify root causes, and implement practical solutions. Strong business acumen and demonstrated ability to influence cross-functional decisions, manage competing priorities, and communicate effectively with employees, customers, and senior leaders. Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, Outlook, and Teams.

Leadership Profile

Strategic and practical: able to set a clear direction and personally engage in the work required to deliver it. Customer-centered and commercially minded: balances customer needs with operational capability, compliance, profitability, and long-term business health. Accountable and decisive: establishes ownership, follows through on commitments, addresses performance gaps, and escalates issues appropriately. Development-oriented: builds capability in others, delegates effectively, and creates a strong bench rather than becoming the sole problem-solver. Collaborative and influential: creates alignment across functions and leads effectively without relying solely on formal authority.

Measurable Success Factors

Establish and execute a documented customer experience strategy, operating priorities, service standards, and performance-review cadence. Build team capability through clear goals, development plans, cross-training, succession coverage, and demonstrated improvement in ownership and performance. Conduct quarterly business reviews with assigned National Accounts, OEM customers, and strategic customer segments. Improve customer satisfaction and NPS through measurable action plans, service improvements, and customer experience initiatives. Improve service responsiveness, order quality, issue-resolution discipline, and execution against customer commitments through defined metrics and sustained corrective actions. Lead major process improvement and enterprise-wide initiatives involving multiple departments. Maintain complete GAN/EAF compliance, audit readiness, reporting accuracy, executive dashboards, and customer experience summaries.

Preferred Experience, Knowledge, Skills, and Abilities

Experience within HVAC, manufacturing, durable goods, distribution, or a related industrial business, including knowledge of related product offerings. Experience with Oracle, Syteline, or comparable ERP/order-management systems, EDI, customer portals, CRM platforms, contact-center technologies, and digital customer-service tools. Experience leading stock and custom-product order-management activities and working with production schedules, inventory availability, and supply constraints. Experience leading organizational change, service transformation, process redesign, or technology adoption across multiple functions.

Education & Certifications

Bachelor's degree in Business Administration, Customer Service, Operations, Engineering or a related discipline preferred; masters degree desirable. Equivalent combination of education and substantial relevant customer-experience leadership will be considered.

Travel & Working Environment

Primary work environment is a hybrid, onsite office/customer-service environment with frequent interaction across customers, distributors, field sales, manufacturing, Supply Chain, Technical Services, and other internal functions. Minimal travel, generally less than 10%, may be required for company facility visits, customer or vendor meetings, training, or other business activities.

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX.

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include: Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave Competitive health insurance plans and 401(k) match, with benefits starting day one Competitive and performance-based compensation packages and bonus plans Educational assistance, leadership development programs, and recognition programs

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential. SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.