Senior Manager, Customer Experience Transformation

Job Details

Level: Experienced

Job Location: Remote United States Remote United States, VA

Position Type: Full Time

Education Level: 4 Year Degree

Salary Range: Undisclosed

Travel Percentage: Up to 25%

Job Shift: Office

Job Category: Customer Service

Description

As the Sr. Manager – CX Transformation you will lead strategic initiatives to enhance the customer experience across Fortis by implementing standardized processes, tiered support models, governance frameworks, and maturity assessments. You are responsible for delivering continuous improvement in customer service, driving process standardization and efficiency across sites, and customer insight management. Lastly, you will collaborate crossfunctionally to align CX strategy with business objectives and enable scalable, datainformed customer operations.

Essential Duties and Responsibilities:

Process Standardization & Service Optimization

• Own and Lead customer segmentation efforts and implement the tiered support model to deliver scalable service.
• Map, standardize, and optimize endtoend customer experience processes for consistency and efficiency.
• Partner with Customer Service and Operations to enhance customer support delivery and resolution outcomes.
• Own Customer Health Scorecard and collaborate with sales team to develop and implement action plans to address attrition and downsell.

• CX Strategy & Governance

  • Develop and execute CX transformation initiatives in alignment with Project Take off strategic goals.
  • Define and implement CX governance frameworks, KPIs, and scorecards to measure performance and accountability.
  • Conduct and maintain CX maturity assessments to drive roadmap planning and progression tracking.

  • Change Management & Collaboration

    • Lead change management initiatives and communication efforts to support adoption of CX transformation efforts.
    • Collaborate closely with crossfunctional teams to align CX initiatives, identify and prioritize challenges and opportunities in the customer journey, deliver value and elevate customer satisfaction.
    • Act as a strategic partner to internal stakeholders, ensuring customercentric thinking is embedded across functions.
    • Promote a culture of digital innovation and continuous improvement across all customer touchpoints.

    • Customer Insights & VoC (Voice of Customer)

      • Build and lead VoC programs that capture customer feedback and translate insights into meaningful action.
      • Drive closedloop feedback mechanisms to improve customer satisfaction and loyalty.
      • Analyze customer data and insights to develop and implement plans to address At Risk customers identified in VOC.
      • Leverage analytics tools and data to uncover customer pain points and inform strategic improvements.
      • Additional duties as assigned.

      • Key Success Criteria:

        • Deployment of tiered support models and standardized CX processes across sites.
        • Measurable improvement in customer satisfaction, Net Promoter Score (NPS), and operational CX metrics.
        • Successful governance implementation through scorecards and KPIs.
        • Insighttoaction improvements delivered through VoC and customer analytics.
        • Advancement in organizational CX maturity as evaluated through internal and external assessments.

        • Qualifications

          
          

          Requirements:
          Education and Experience:

          • Bachelor’s degree in business or related field (Master’s preferred).
          • Minimum of 10+ years in customer experience, business transformation, or process improvement roles in a manufacturing environment
          • Demonstrated experience with customer segmentation, CX governance, and service delivery enhancement.
          • Six SigmaLean certification desired.

          • Job Knowledge, Skills, and Abilities:

            • Excellent verbal and written communication skills, with the ability to lead customerfacing discussions and coordinate with internal stakeholders.
            • Strong attention to detail. Accurate in documentation, timelines, and deliverables.
            • Proven project management skills, including the ability to plan, track, and drive complex, crossfunctional onboarding initiatives to completion.
            • Creative problemsolver with a proactive mindset and ability to manage ambiguity while maintaining focus on outcomes.
            • Effective at coordinating across departments to resolve issues, align expectations, and meet onboarding milestones.
            • Flexible and adaptable to changing customer needs, shifting priorities, and evolving deadlines.
            • Selfmotivated and accountable; thrives in a fastpaced, highperformance environment.
            • Proficient in Microsoft Excel, SmartSheet, and project management tools; familiar with ERP systems and customer data platforms.
            • Comfortable working with and interpreting data to guide decisions and monitor performance metrics.
            • Knowledge of flexographic and digital printing processes is preferred; ability to grasp and explain technical concepts in clear, customerfriendly language.
            • Strong customer relationship management skills with an ability to build trust and credibility across roles and functions.
            • Demonstrated ability to work crossfunctionally, influence without authority, and support alignment across teams.
            • Strong work ethic with a continuous improvement mindset and focus on execution excellence.

            • Supervisory Responsibilities:

              • None.

              • Training Requirements:

                • Willing to attend required training courses or sessions related to the job as assigned.

                • Physical Demands:

                  • Regular sitting and repetitive office tasks are required.
                  • Position frequently enters and interacts with production area and is required to stand, crouch, lift or do other physical tasks from time to time.
                  • Pass a preemployment drug test and subject to random drug screening.

                  • Work Environment:

                    • Home office: Adequate Wifi access required to support company provided computer and allow for seamless use of communication applications and tools for conducting daily business (ie: Video calls, chat, messaging, etc).
                    • Regular exposure to dust and noise when working in the production environment.

                    • Personal Protective Equipment:

                      • Safety glasses and shoes are highly recommended in the production area. Additional PPE may be required in certain facilities.

                      • Travel Requirements:

                        • This position will require occasional travel, up to 25% annually, to both customer and company locations.

                        • Employees must be able to perform the essential functions of their position satisfactorily and, if requested, reasonable accommodation will be provided to enable employees with disabilities to perform the essential functions of their job, provided this does not create an undue hardship for the company. Fortis Solutions Group retains the right to change or assign other duties to this position, as needed.

                          Fortis Solutions Group is committed to a diverse and inclusive workplace. We are an equal opportunity employer and therefore, do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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