{"id":2356760,"url":"https://alion.io/job/charter-manufacturing-customer-experience-manager","title":"Customer Experience Manager","company":{"id":2125746,"name":"Charter Manufacturing","domain":"chartermfg.com","url":"https://alion.io/company/chartermfg","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Woodstock, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":111500,"max":139400,"currency":"USD","period":"year","gross":null,"usd_annual":139400},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-12T14:56:30Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-16T00:02:21Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Charter Manufacturing is a fourth-generation family-owned business where our will to grow drives us to do it better. Join the team and become part of our family!\nCharter Casting is hiring a Customer Experience Manager!\nCharter Aarrowcast and Charter Dura-Bar combined in 2021 to form Charter Casting - the world's largest producer of continuous cast-iron bar stock and a leading innovative cast metal solutions provider.\nCharter Casting Shawano (formerly known as Aarrowcast) is North America's premier green sand foundry, offering an unmatched range of complex iron casting solutions to leading OEM and Tier 1 suppliers' customers.\nCharter Casting Woodstock (formerly known as Dura-Bar) is the preferred choice over steel, castings and aluminum for many applications in various industries, providing solutions that improve performance and result in significant long-term cost savings for customers.\nAre you passionate about creating exceptional customer experiences and driving meaningful business improvements?\nWe’re looking for a strategic, forward-thinking leader to shape and execute our Customer Experience (CX) strategy, transforming how we engage with and serve our customers. In this role, you’ll lead our Customer Service team, champion innovation, and collaborate across the organization to create a seamless, customer-focused experience at every touchpoint.\nThrough continuous improvement, cross-functional collaboration, and a commitment to service excellence, you'll play a key role in strengthening customer relationships, building loyalty, and driving long-term business success.\nWhat you'll need:\nBachelor’s Degree in Business or related degree.\nSeven years’ experience in customer facing roles (sales, marketing/product management, customer service operations or customer experience).\nSolid interpersonal skills and the ability to learn about other general areas of the business.\nStrong analytical & presentation skills.\nExcellent written and verbal communication skills.\nSound knowledge and use of Microsoft Office products.\nExperience with, or ability to learn, Oracle (CPQ, EBS, BI).\nWillingness to travel (10% - 15%).\nPreferred experience:\nExperience leading a major customer experience strategy or program. \nChange management knowledge leveraging information systems and tools.\nExperience at a metals manufacturing or distribution company.\nProficiency with advanced features of Microsoft Office products.\nWhat you'll do:\nDevelop and implement the organization’s CX strategy, improving the customer experience through the implementation of a CX improvement program.\nCreate a multi-year CX roadmap, updating specific focus quarterly.\nIdentify and execute CX measurement systems and provides improvement recommendations based on voice of customer, data, and analysis.\nLeverage process automation and information tools to accelerate customer responsiveness and transaction times.\nResearch, understand, and synthesize the voice of customers to increase customer satisfaction and loyalty.\nManage a team of customer service professionals, adapting plans, and priorities to meet objectives.\nCreate, measure, and improve customer performance indicators (CPIs).\nPromote exceptional customer service throughout the entire organization to meet company objectives.\nDrive a highly effective and efficient organization through the removal of waste, eliminating customer friction and driving customer advocacy.\nEvaluate opportunities for improvement; design and implement customer service training programs.\nIdentify, lead, and execute “white glove service” for key customers.\nHelp to develop, implement, and manage an e-commerce site.\nParticipate in the development and management of a CRM.\nPerform tasks and analysis for the customer (external) and the customer service team (internal) using Oracle (CPQ, EBS, BI) and other technology.\nSupport staff with pricing, margins, expediting, complaints/returns, specs. and scheduling.\nManage communication of the raw material surcharge program.\nPlan and direct customer communication activities.\nStandardize and unite customer service processes and procedures at all company locations.\nThis position may include access to controlled information or technology under U.S. export control laws. Employment may be contingent on either the applicant verifying that the applicant falls under the “U.S. Person” definition (including U.S. citizens, U.S. lawful permanent residents, and those granted U.S. asylum or refugee status) or the employer timely obtaining any necessary export license under federal law. The employer evaluates export licensing on a case-by-case basis and may decline to proceed with a job applicant in its sole discretion, as export license applications can take many weeks to process.\nThe annual hiring range for this position is: $111,500-$139,400. The actual base pay offered to the successful candidate will depend on various factors, including but not limited to job-related skills, experience, and qualifications. Compensation decisions are tailored to the unique circumstances of each position and candidate.We offer comprehensive health, dental, and vision benefits, along with a 401(k) plan that includes employer matching and profit sharing. Additionally, we offer company-paid life insurance, disability coverage, and paid time off (PTO).","description_format":"text","description_chars":5317,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Metals & Metallurgy","Metal Fabrication"],"lifecycle":[{"event":"open","at":"2026-10-12T14:56:30Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":25,"reasons":["conf:5","velocity","win:early"],"computed_at":"2026-10-16T05:45:00Z"},"pay":{"stated_usd_annual":139400,"is_top_pay":true},"html_url":"https://alion.io/job/charter-manufacturing-customer-experience-manager","json_url":"https://alion.io/job/charter-manufacturing-customer-experience-manager.json","meta":{"generated_at":"2026-10-16T20:57:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1673,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2125746},"rest":"https://alion.io/mcp/rest/get_company?id=2125746"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcharter-manufacturing-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcharter-manufacturing-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcharter-manufacturing-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/charter-manufacturing-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcharter-manufacturing-customer-experience-manager"}]}