Manager, Customer Experience chez Masco

We are hiring a Manager, Customer Experience to join our Customer Care Team.

DISCOVER

Are you ready to lead a team that defines what exceptional customer experience looks like? As the Customer Experience Manager at Watkins Wellness, you’ll be the architect of service excellence—setting the vision, shaping strategy, and empowering your team to deliver world-class support across every interaction.

This isn’t just a management role; it’s an opportunity to influence the entire customer journey, strengthen dealer partnerships, and drive innovation through modern tools like Salesforce, Five9, and AI technologies. You’ll collaborate across departments, champion customer-first initiatives, and turn insights into action that elevates our brand globally.

If you’re passionate about encouraging teams and crafting strategies that redefine customer care, this is your chance to create a measurable impact and influence the way we connect with customers worldwide.

YOUR RIPPLE EFFECT

· Do you lead with purpose? Mentor, train, and develop the Customer Experience team to deliver extraordinary service across all contact channels.

· Are you passionate about performance? Define and monitor important metrics, leverage data insights, and implement process improvements to drive efficiency and satisfaction.

· Do you embrace innovation? Use tools like Salesforce, Five9, Microsoft 365, and AI technologies to optimize workflows and elevate the customer journey.

· Do you excel at collaboration? Partner with cross-functional teams and build strong dealer relationships to align service strategies with business goals.

· Do you value accountability? Manage departmental budgets, resolve escalated concerns, and ensure compliance with organizational policies.

WHAT YOU BRING

· Bachelor’s degree required; 5+ years of people management and customer service experience.

· Proven success in team leadership, conflict resolution, and KPI-driven strategies

· Expertise in Salesforce, Five9, Microsoft 365, and AI tools

· Strong verbal and written communication skills with the ability to engage across diverse customer types

· Organized, strategic problem solver with a customer-focused perspective

· Professional certifications in CRM or contact center technologies are a plus

WHAT YOU’LL GET

At Watkins Wellness, we believe that everyone should ‘Feel good. Live well’. We offer employees the opportunity to join a dynamic, growing industry leader with an outstanding and well-deserved reputation for leadership and commitment to our employees, customers and community. Our employees are eligible to receive exceptional health and wellness benefits, paid time off, company bonus, profit sharing, 401k match, education assistance, and much more. We are proud of the people we are and the products we make — products that make a difference to the health and well-being of others.

We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work-Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven).

The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision and depth perception. The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Hiring Range: $95,200.00-$150,000.00

Many factors affect actual compensation including but not limited to experience, education, skills, and geographic location

Company: Watkins Manufacturing

Watkins (the “Company”) is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-Verify Right to Work Poster: English & Spanish