Customer Experience Manager

Job Summary

We are seeking a Manager to join the Customer Experience Office (CXO). This role is responsible for supporting and driving customer experience initiatives, customer-focused platforms, and operational improvements that enhance end-to-end customer journeys across a large-scale automotive and industrial distribution network.

Operating within a cross-functional CX environment, this individual will partner with business stakeholders, technology teams, operations, and external partners to identify customer pain points, improve processes, and support the delivery of scalable customer experience solutions. The role requires strong collaboration, analytical thinking, and execution capabilities to drive measurable improvements in customer satisfaction, operational efficiency, and customer engagement.

Position Performance Measures:

Improvement in key CX metrics (e.g., CSAT, NPS, Customer Effort Score)

Reduction in customer-reported issues, complaints, and escalations

Improvement in customer journey performance across key touchpoints

Effectiveness in execution and delivery of CX initiatives

Stakeholder satisfaction and cross-functional collaboration

Quality and timeliness of communication, reporting, and documentation

Identification and implementation of process improvements and operational efficiencies

Contribution of innovative ideas to improve customer experience and internal processes

Responsibilities

Customer Experience & Product Support

Support management and optimization of customer-facing platforms and initiatives within the Customer Domain

Partner with CX and business teams to improve customer journeys and overall customer experience

Help identify customer pain points and opportunities for process and platform enhancements

Assist in translating customer and business needs into actionable requirements and solutions

Roadmap & Initiative Execution

Support execution of CX-aligned products and operational initiatives

Assist in prioritizing enhancements and initiatives based on customer impact and business value

Coordinate with stakeholders to manage requirements, timelines, and deliverables

Contribute to backlog refinement and initiative tracking

Requirements & Delivery Coordination

Create and maintain functional requirements, user stories, process documentation, and acceptance criteria

Partner with technology and delivery teams during agile execution cycles

Participate in testing and validation activities to ensure solutions meet business and customer expectations

Track issues, risks, dependencies, and follow-up actions

Customer Insights & Operational Improvement

Analyze customer feedback, operational trends, and business data to identify improvement opportunities

Monitor customer and operational KPIs to support continuous improvement efforts

Assist in root cause analysis for customer issues and operational inefficiencies

Support implementation of corrective actions and process improvements

Cross-functional Collaboration

Collaborate with CX, operations, IT, product, Finance, and business stakeholders

Support alignment between customer experience initiatives and operational processes

Provide clear and timely communication on initiative status, risks, and outcomes

Build effective working relationships across teams and functions

Process & Governance Support

Support documentation standards, governance processes, and execution consistency

Help improve team processes, workflows, and operational efficiency

Maintain understanding of customer platforms, systems, and integrations

Ensure follow-through on assigned initiatives and action items

Innovation & Continuous Learning

Stay informed on customer experience trends, digital capabilities, and industry best practices

Identify opportunities to improve customer interactions and internal processes

Build knowledge across customer segments, products, systems, and service models

Qualifications

5+ years of experience in customer experience, product management, business analysis, operations, or related roles

Experience working within agile or cross-functional delivery environments

Strong analytical and problem-solving skills with ability to leverage data for decision-making

Experience gathering business requirements and supporting delivery execution

Ability to translate customer and operational challenges into structured solutions

Strong communication, collaboration, and stakeholder management skills

Experience in retail, distribution, automotive, or similar industries preferred

Bachelor’s degree in business, Technology, Engineering, or equivalent experience

Physical Demands / Working Environment

Work performed in a typical office environment.

Ability to travel as needed, up to 15%.

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.