BlueScope Coated Products · 16 hours ago
Senior Manager Customer Service
West Sacramento, CA
Full-time
Onsite
Senior Level
$169K/yr - $199K/yr
7+ years expBlueScope Coated Products is a leading international supplier of steel products and solutions focused on the building and construction industry. The Senior Manager, Customer Experience, is responsible for optimizing customer interactions to enhance satisfaction, loyalty, and retention while leading customer-facing teams and collaborating across departments to ensure a seamless experience.
Chemicals
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. Business acumen and procurement awareness – evaluating vendor tools and ROI; managing budgets and technology tradeoffs. Change management – guiding 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
Data analytics and CX metrics – 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
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
Ability to delegate
Adapting cultural differences
Change management
Project management
Building and maintaining relationships
Business acumen
Coaching and developing others
Drive for results
Embracing and implementing change
Follow BSL safety framework
Innovative problem solving
Leading team achievements
Must have demonstrated experience with MS Window applications such as Outlook, Word, PowerPoint and Excel
Must have excellent communication skills, both written and verbal
Negotiation skills
Resolving conflict and resiliency
Safety and Environmental Focus
Strong leadership, analytical and diplomacy skills
Understanding and experience in sound business practices and methodology
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 Coated Products
BlueScope Coated Products is one of the largest coil coating companies in the United States, with facilities across the country.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase