{"id":1675109,"url":"https://alion.io/job/nassco-customer-experience-manager","title":"Customer Experience Manager","company":{"id":2419670,"name":"General Dynamics NASSCO","domain":"nassco.com","url":"https://alion.io/company/nassco","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","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":["New Berlin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":80000,"max_usd":175000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":625},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-28T22:14:04Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-12T00:42:46Z","board_verified":true,"closed_at":null,"days_open":75,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":75},"description":"Description\nAt Nassco, We Are Passionate About The Customer Experience. This Core Value isn't just word on a poster, it's how we listen to understand our customers' needs, do what is best for them always, and exceed their expectations.\nWe've developed this new role to oversee the customer service function, drive strategic initiatives, and ensure the highest levels of customer satisfaction. This leader will model Nassco's Core Values every day, creating an environment where people thrive, productivity grows, and exceptional customer experiences are delivered. The Customer Experience Manager leads and develops the customer experience team, implements customer-focused strategies, and fosters a culture of collaboration, continuous improvement, and service excellence.\nWhat You'll Be Doing\nTeam Leadership and Development:\nLead, mentor, and develop the customer experience team to ensure they are equipped with the necessary skills and knowledge to deliver exceptional service.\nConduct regular 1:1 meetings to provide feedback and implement professional development plans to enhance team capabilities.\nFoster a collaborative and customer-focused culture within the team.\nDesign a structure to enable front line staff to make decisions and implement solutions for customers.\nStrategic Planning and Execution:\nDevelop and implement strategic initiatives that enhance the overall customer experience and align with company objectives.\nCollaborate with cross-functional teams, including sales, marketing, and operations, to integrate customer experience strategies across the organization.\nMonitor industry trends and customer feedback to identify opportunities for innovation and improvement.\nAssess account risk and lead mitigation efforts.\nCustomer Experience Management:\nPartner with our Sales Team on the design and delivery of customer experience programs, ensuring that all touchpoints meet or exceed customer expectations.\nImplement advanced customer service strategies that prioritize customer satisfaction, loyalty, and retention.\nAnalyze customer interactions and feedback to continuously refine and improve customer experience processes.\nData Analysis and Reporting:\nUtilize customer data and analytics to monitor key performance indicators (KPIs) related to customer satisfaction, retention, and overall experience.\nPrepare and present regular reports to senior management, highlighting trends, successes, and areas for improvement.\nUse insights from data analysis to inform strategic decisions and drive continuous improvement initiatives.\nCross-Functional Collaboration:\nWork closely with the Director of Purchasing & Customer Experience to align customer experience strategies with purchasing and overall business objectives.\nCoordinate with the marketing, logistics, service and sales teams to ensure that customer feedback is integrated into product offerings and marketing campaigns.\nServe as the voice of the customer within the organization, advocating for changes that enhance the customer experience.\nCustomer Feedback and Continuous Improvement:\nEstablish and maintain systems for gathering, analyzing, and responding to customer feedback.\nImplement continuous improvement initiatives based on customer feedback, aiming to exceed customer expectations at every touchpoint.\nDevelop and oversee customer satisfaction surveys, focus groups, and other feedback mechanisms to gather actionable insights.\nProject Management:\nLead customer experience-related projects from conception through execution, ensuring timely delivery and alignment with strategic goals.\nManage resources, budgets, and timelines effectively to achieve project objectives.\nCoordinate with internal and external stakeholders to ensure successful project outcomes.\nCustomer Advocacy:\nAct as a key advocate for customers, ensuring their needs and expectations are prioritized in company decisions.\nHandle escalated customer issues with sensitivity and efficiency, ensuring resolutions that align with the company’s customer-centric values.\nDevelop and promote customer loyalty programs that enhance customer retention and satisfaction.\nInnovation and Best Practices:\nStay informed of, and apply, industry best practices, emerging trends, and technological advancements in customer experience management.\nIdentify and implement new tools, technologies, and methodologies that improve the customer experience and efficiency of the team.\nEncourage a culture of innovation within the customer experience team, promoting creative solutions to enhance customer interactions.\nRequirements\nQualifications\nBachelor's degree in Business, Marketing, Communications, or a related field. \nMinimum of five (5) years of experience in customer service, customer experience, or a related field. \nAt least two (2) years of management or leadership experience. \nDemonstrated success developing and implementing customer experience strategies. \nPreferred Qualifications\nExperience in distribution, logistics, supply chain, or related industries. \nStrong leadership and coaching abilities with a passion for developing teams. \nExcellent communication and relationship-building skills. \nAnalytical mindset with the ability to translate data into actionable business improvements. \nExperience using CRM and customer experience management tools. \nStrong problem-solving, organizational, and project management skills. \nCustomer-centric approach with a passion for delivering outstanding service.\nAbout Nassco Founded in Milwaukee in 1955, Nassco is a third-generation, family-owned company specializing in packaging automation and janitorial solutions. With four Midwest locations, 350,000+ sq. ft. of distribution space, and our own delivery fleet, we serve customers quickly and reliably across the region.\nNassco is an Equal Opportunity and Affirmative Action Employer and does not discriminate based on any protected status under applicable law.","description_format":"text","description_chars":5915,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T08:07:33Z"}],"visa":[],"liveness":{"score":23,"band":"cold","label":"Long shot","p_open":1,"p_active":0.646,"p_room":0.36,"age_days":73,"expected_fill_days":40,"reasons":["conf:2","win:tail","crowd:"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/nassco-customer-experience-manager","json_url":"https://alion.io/job/nassco-customer-experience-manager.json","meta":{"generated_at":"2026-10-12T01:39:59Z","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":2094,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"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":2419670},"rest":"https://alion.io/mcp/rest/get_company?id=2419670"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnassco-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%2Fnassco-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%2Fnassco-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/nassco-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnassco-customer-experience-manager"}]}