Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development. Come, stay, and grow with us.
The Senior Manager, Customer Experience (CX) leads multiple customer-facing and operational excellence teams to deliver a seamless, high-quality experience across all touchpoints. This role oversees employees/managers in the U.S., Canada and India for Customer Support, Consumer & Technical Support, Warranty, Business Excellence, and QA/Training, ensuring strategic alignment, operational efficiency, and continuous improvement. The position is pivotal in providing an exceptional customer experience that drives business growth, while developing and executing a continuous improvement roadmap to achieve an industry-leading customer experience.
Key Responsibilities
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Leadership & Strategy
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Develop and execute CX vision and strategy in partnership with the Director, Customer Excellence.
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Provide leadership, including mentoring and coaching managers in U.S., Canada, and India across functional teams, fostering collaboration and accountability.
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Drive initiatives to improve customer satisfaction and loyalty.
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Operational Oversight
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Encourage a proactive team environment and ensure effective performance of all CX teams.
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Monitor KPIs and implement corrective actions and process improvements.
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Oversee resource planning, budgeting, and compliance.
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Customer Experience Transformation
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Champion continuous improvement initiatives across support processes.
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Collaborate with marketing, product, LITC and IT to enhance digital tools and self-service, with a focus on the use of AI tools.
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Leverage Voice of Customer (VoC) insights to inform strategy.
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Use insights from outside the HVAC industry to help shape the future of the Lennox customer experience vision and team.
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Business Excellence
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Partner with Business Excellence team to identify process gaps and implement Lean/Six Sigma methodologies.
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Drive data analytics and reporting to inform CX strategy and operational improvements.
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Deliver measurable process improvement initiatives annually.
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Quality Assurance & Training
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Oversee QA programs to ensure service consistency and compliance.
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Develop and maintain training programs for all CX teams to improve skills and performance.
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Monitor training completion rates and quality metrics.
Measurable KPIs
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Customer Satisfaction (CSAT): 90%
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Net Promoter Score (NPS): +5 point improvement YOY
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First Contact Resolution (FCR): 80%
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Warranty Claim Cycle Time: Reduce by 15% YOY
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Training Completion Rate: 100% mandatory training
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Process Improvements: Minimum 3 major initiatives per year
Employee Engagement: 85%
This position will need to be located at the Richardson, TX Headquarters office.
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Requires a bachelor's degree or an equivalent combination of education and experience.
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Requires at least 8 years related experience.
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Requires at least 5 years experience as a manager.
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Must be able to train, evaluate and direct the work of assigned employees.
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Requires ability to establish policies and manage business and operational aspects of assigned call center.
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Excellent written and verbal communication skills, including effective listening skills.
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Requires extensive knowledge of the organization, products and services.
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Requires advanced problem solving.
