Head of Customer Experience / Services (Remote)

Consumer Care/Customer Care
Permanent
In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.
This position will be remote in the Northeastern US Region.
The Regional Service Manager is responsible for delivering a high-quality after-sales service experience across an assigned region. This role leads field service operations, manages third-party service providers, and ensures strong customer satisfaction, operational efficiency, and cost performance. Acting as the primary regional representative of Electrolux Service, the manager partners with internal teams and external providers to drive service excellence, optimize capacity, and improve overall service delivery outcomes.
Lead all service operations within the assigned region, ensuring high-quality, timely, and efficient service delivery
Manage and develop field service technicians and third-party service providers to meet performance, quality, and safety standards
Monitor and drive key performance metrics, including productivity, customer satisfaction, cycle time, and warranty cost
Ensure adequate service capacity to meet demand through workforce planning and provider network management
Recruit, onboard, and manage relationships with third-party service providers, including rate negotiation and performance oversight
Resolve complex customer and service provider issues, ensuring timely and effective resolution
Audit service claims and provider performance to ensure compliance with company policies and standards
Develop and execute regional action plans to improve service quality, reduce costs, and enhance customer experience
Partner with Sales, Training, Routing, and Talent Acquisition teams to support market needs and workforce effectiveness
Oversee scheduling, routing, and daily operations to optimize technician productivity and service coverage
Represent Electrolux at customer, partner, and industry engagements within the region
Lead special projects such as product reworks, service investigations, and process improvements
Bachelor's degree in Business, Operations, or related field, or equivalent experience

• 7–10 years of experience in appliance service or field service operations
• 3+ years of experience in service management or leading field service teams
• Experience managing third-party service providers and contractor networks
• Strong understanding of service operations, including scheduling, routing, and performance management
• Proven ability to manage KPIs, drive operational improvements, and control costs
• Strong communication, relationship management, and problem-solving skills
• Proficiency with Microsoft Office and mobile/service management tools