Customer Experience Manager

Job Description

At UL Solutions, our customers are at the heart of everything we do. A Customer Experience Manager will lead a regional Customer Care team. In this role, you will be responsible for driving a customer-first culture by leading and developing a customer support team. You will play a key role in managing the daily operations, setting departmental goals, and driving change that aligns with our mission to deliver exceptional service. This includes overseeing quality assurance, managing escalations, and continuously improving customer experience through data-driven insights and operational excellence.

Responsibilities

• Lead, mentor, and support Customer Support leader and their team.
• Foster a high-performance culture focused on accountability, collaboration, customer focus, and continuous improvement rooted in trust.
• Conduct regular coaching, performance reviews, and career development planning.
• Manage daily operations of the regional customer care team, ensuring service levels, KPIs, and quality standards are met.
• Proactively address obstacles and collaborate with regional counterparts and other departments to ensure service level targets are met.
• In conjunction with the customer care leadership team, conduct regular capacity reviews and adjust resource allocation as needed.
• Support workforce planning, onboarding, and professional development initiatives.
• Act as the point of contact for complex customer issues and escalation, working closely with internal teams to address issues or escalate further if necessary.
• Collaborate with business leaders to gain insight into upcoming needs and provide visibility into both short-term and long-term strategies.
• Proactively mentor and support personal growth.
• Engage in collaborative discussions, meetings, and process improvement initiatives with the Process and Technology Team.
• Promote and lead change initiatives, coaching the team through transitions.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Performs other duties as directed.
  
  

Qualifications

• Bachelor’s degree required. Advanced degree in Business Administration or a related field is preferred, or equivalent work experience.
• 9+ years of leadership experience, responsible for driving performance, people development, setting goals, managing performance, and mentoring team members to achieve and exceed operational goals.
• Excellent customer service experience working with global customers.
• Excellent interpersonal, verbal, and written communication skills.
• Experience handling complex customer issues and driving resolution.
• Ability to manage competing priorities and make sound judgments under pressure.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Ability to translate customer insights into actionable improvements.
• Fluent English is essential and additional languages beneficial (e.g. German, French, Spanish, Japanese, Chinese).
  
  

About Us

A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers’ products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.

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