Distributor Services & Strategic Initiatives Lead

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier. 

About This Role:
The Carrier North American Residential Solutions customer service team seeks an experienced Distributor Services and Strategic Initiatives Lead to drive transformative change. This role focuses on project management, strategy alignment, and stakeholder collaboration to advance key business initiatives, optimize customer service processes, and lead distributor-focused strategies informed by voice-of-customer research.
 

Job Description:

• Advance business initiatives by supporting Carrier project by representing Voice of the Customer and Customer Service team for each project.

• Collaborate with cross-functional teams to align project goals with overall organizational objectives.

• Leverage project management proficiency to structure and guide initiatives, ensuring timely and efficient completion of tasks while meeting strategic objectives.

• Implement Customer Service change management initiatives based on Carrier projects by identifying key areas for improvement and fostering collaboration among stakeholders.

• Own performance and development of CBP equipment Distributor Services team by optimizing resource allocation and addressing customer concerns to drive actionable service improvements.

• Identify and manage activities necessary as the NARS NPS lead to ensure impactful outcomes, refining strategies through performance metrics analysis.

• Plan and execute change management activities, both internal and customer-facing to support success of initiatives.

• Execute strategies for optimizing and acting on distributor VOC
   

Skills:

• Leadership

  • Inspire and motivate team members

  • Set a vision and lead by example

• Decision-Making

  • Analyze data and situations

  • Make informed, timely decisions

• Communication

  • Convey ideas clearly (written and verbal)

  • Listen actively and provide constructive feedback

• Time Management

  • Prioritize tasks effectively

  • Delegate responsibilities

• Problem-Solving

  • Identify issues early

  • Develop creative and practical solutions
     

Required Qualifications:

• Bachelor’s Degree 

• 3+ years experience in HVAC distribution channel or multi-step distribution model

• 3+ years experience in Microsoft products
   

Preferred Qualifications:

• Bachelor’s Degree in Business Administration or Operations

• Carrier Excellence associate certificate, working toward event lead level

• Proven experience in managing and leading teams to achieve organizational goals.

• Experience in managing projects, aligning strategies, and fostering stakeholder collaboration to achieve organizational goals.

• Proficiency in using Copilot for enhancing productivity and collaboration

• Ability to drive change through a matrixed organization

• Ability to develop business cases for investment

• Experience leading voice of customer research

• Experience developing and executing marketing and communication plans

• Remote work location may be considered based on experience

RSRCAR
#LI-remote

Pay Range:

This position may be eligible for performance-based incentives/bonuses.

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act. 

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