Customer Experience Manager

Serigraph is seeking a dynamic and results-driven Customer Experience Manager to lead our Account Management and Call Center teams. In this critical role, you will ensure seamless communication between account management and operations, driving efficiency, accuracy, and customer satisfaction. By leading a team focused on continuous process improvement and strong client relationships, you will play a key role in optimizing workflows and enhancing overall operational success.

The ideal candidate is a proactive leader with exceptional communication skills, a data-driven mindset, and a passion for improving processes. If you excel in problem-solving, process analysis, and driving meaningful change, we invite you to join our team and make a lasting impact at Serigraph!

• Lead & Develop Teams: Oversee the Account Management and Call Center teams, fostering a high-performance culture built on collaboration, accountability, and continuous improvement.
• Bridge Communication Gaps: Act as the primary liaison between account management and operations, ensuring fast, accurate, and consistent information flow.
• Align Strategies with Business Goals: Work cross-functionally with operations teams to ensure strategies drive efficiency and support organizational objectives.
• Optimize Processes: Analyze existing workflows and customer engagement strategies to identify inefficiencies and implement impactful improvements.
• Drive Continuous Improvement: Lead process enhancement initiatives that minimize errors, boost productivity, and become embedded in daily operations.
• Standardize Best Practices: Partner with the Inside Sales Manager to ensure consistent implementation of training and best practices across the Account Management and Inside Sales teams.
• Monitor & Act on KPIs: Track key performance metrics, identify trends, troubleshoot challenges, and refine strategies for sustained success.
• Coach & Develop Talent: Provide mentorship, training, and growth opportunities to empower team members and elevate performance.
• Cultivate a Positive Team Culture: Foster an environment of open communication, innovation, and mutual respect to drive engagement and success.
• Enhance Customer Satisfaction: Ensure exceptional service by streamlining account management and communication processes.
• Optimize Resource Allocation: Strategically manage team resources to maximize efficiency and achieve business goals.

• Education & Experience: Bachelor’s degree in Business, Sales, Operations, or a related field, or equivalent professional experience.
• Sales & Operations Expertise: Proven track record in sales and operations management, including experience overseeing call center operations.
• Leadership & Team Development: Strong ability to lead, inspire, and develop high-performing teams while fostering a culture of accountability and growth.
• Communication & Relationship Building: Exceptional interpersonal skills with the ability to effectively bridge communication between customers and operations teams.
• Process Improvement & Change Management: Demonstrated success in analyzing processes, driving continuous improvement, and implementing impactful operational changes.
• Cross-Functional Collaboration: Ability to work effectively across departments, influence key stakeholders, and align teams toward common goals.
• Technical Proficiency: Experience with CRM systems, operational tools, and data analysis platforms to drive informed decision-making and efficiency.

• Lean Six Sigma certification or equivalent process improvement training.
• Experience working in a fast-paced, high-growth environment.
• Proven ability to leverage data for decision-making and performance optimization.

If you’re a strategic leader with a passion for optimizing processes, enhancing customer experiences, and developing high-performing teams, we want to hear from you! This is an exciting opportunity to make a meaningful impact by driving efficiency, improving communication, and shaping the future of customer experience at Serigraph.

Join us and be part of a collaborative team committed to innovation, excellence, and continuous improvement.

Apply today and take the next step in your career!

Who is Serigraph?

Serigraph has over 70 years of experience in printing, advanced decorating technologies and graphic solutions for the automotive, appliance, consumer, medical, power sports, and point-of-purchase markets.  Our core business is decorating plastic.  We print, form, mold, finish and fulfill in-house.  Serigraph specializes in transforming our customer’s brands to the physical world through print.  Come help us build a team of creative problem solvers who know they can make a difference—because that’s the kind of community we want.

Life at Serigraph

The average Serigraph employee has more than 16 years of service!  The tenure of our coworkers speaks volumes for life at Serigraph. Serigraph employees enjoy:

Competitive wages

Access to earned wages before the scheduled payday

Paid time off, 10 paid holidays, and a vacation buy/sell program

Free onsite healthcare and telemedicine including COVID testing

Full benefits package including health, dental, vision, disability, and life insurance

401(k) eligibility on day one with company match

Free onsite fitness facility and walking trails

Cross training, growth, and promotion from within

What are you waiting for? Apply to join the Serigraph team today!

*Serigraph is an Equal Opportunity Employer*