Senior Manager, Customer Service

SUMMARY:

The Senior Manager of Customer Experience is a critical leadership role at Barletta. In this position, you will lead our Customer Experience team of Retail and Dealer Advisors, one of the primary points of contact for our customers and dealers. We do things differently here at Barletta, and you will play a key role in shaping and executing our customer experience strategy. This role requires a hands-on, highly collaborative leader who builds strong relationships internally and externally, champions continuous improvement, and ensures our customers and dealers receive timely, high-quality support. You will partner closely with plant leadership and cross-functional teams to deliver on performance goals, execute strategic initiatives, and consistently provide an exceptional ownership experience.

Barletta’s culture is what sets us apart and creates a great employee experience. In addition to a Barletta Safe culture where all employees work collaboratively to create a zero-harm work environment, we actively promote and encourage behaviors aligned with our Values: (1) Treat everyone like family, (2) Always do the right thing, and (3) Relentlessly pursue excellence; and our Leadership Expectations: (1) Connect with purpose, (2) Execute with excellence, and (3) Build the future.

JOB RESPONSIBILITIES:

1. Customer Experience Strategy:

• Partner with the VP of Customer Experience to develop and execute an enterprise customer experience strategy aligned with Barletta’s brand promise, values, and growth objectives.
• Lead initiatives that measurably improve satisfaction and loyalty (e.g., NPS/CSAT, repeat purchase, referral, and dealer advocacy), including clear goals, operating rhythms, and accountability.

2. Leadership and Team Development:

• Lead, coach, and develop a high-performing team that delivers world-class, professional support to customers and dealers across channels (phone, email, and digital tools).
• Establish onboarding, coaching, and ongoing enablement programs; set clear standards, review performance routinely, and build a strong leadership bench.

3. Issue Resolution:

• Own the customer escalation process, ensuring timely, consistent, and fair resolution while protecting the Barletta brand and customer trust.
• Implement a closed-loop Voice of Customer/Dealer process, capture feedback, identify root causes, and drive corrective actions with Operations, Quality, Engineering, and Supply Chain.

4. Quality Assurance:

• Build and maintain quality assurance standards for customer/dealer interactions and factory-service workflows (standard work, call/email quality reviews, and documentation).
• Continuously improve tools, knowledge content, and service processes to reduce rework, shorten cycle times, and improve first-contact resolution.

5. Budget Management:

• Own departmental planning and budget management; allocate resources effectively and articulate ROI for CX investments (people, tools, training, and process improvements).

6. Collaboration:

• Serve as a key cross-functional connector between Customer Experience, Factory Service, Quality, Production, and other partners to ensure a seamless end-to-end ownership experience.
• Strengthen dealer partnership by creating clear communication paths, expectations, and service-level standards; resolve friction points quickly and professionally.

7. Performance Metrics:

• Define, track, and communicate key CX metrics and service health indicators (e.g., NPS/CSAT, response time, cycle time, first-contact resolution, backlog aging, and repeat contacts).
• Build dashboards and an operating cadence that turns insights into action, prioritize improvements, remove barriers, and drive measurable gains in quality and customer outcomes.

8. Training Programs:

• Design and deliver training for Customer Experience Advisors and partner teams (including dealer-facing content as appropriate) to ensure consistent, high-quality support.
• Create continuous learning opportunities and a strong knowledge-management discipline to keep information accurate, searchable, and easy to use.

9. Continuous Improvement:

• Lead continuous-improvement efforts, including journey mapping and process simplification, to eliminate root causes and improve the customer and dealer experience.

10. Industry Engagement:

• Represent the company at industry events, boat shows, and committees to stay abreast of industry trends and best practices.

QUALIFICATIONS: 

• Bachelor’s degreerequired(business, communications, operations, or related field) and/or equivalent leadership experience; marine, RV, automotive, or other durable-goods experience strongly preferred.
• Demonstrated people-leadership capability,coaching, accountability, and developmentin an employee-focused culture.

• Exceptional attention to detail and follow-through.
• Ability to manage multiple priorities, stay calm under pressure, and adapt to a changing environment.
• Highly self-directed, organized, and able to drive work to completion with minimal oversight.
• Proficiency with Microsoft Office; comfort working in dashboards and data sets. Experience with Power BI and Microsoft Dynamics 365 Business Central is a plus.
• Customer-obsessed, solutions-oriented, and energized by building processes that scale.
• Strong skills in:

• Written and verbal communication
• Executive-level presentation and public speaking
• Relationship building and stakeholder management
• Structured problem-solving, prioritization, and data-driven decision-making

• Occasional travel required (approximately 10%).

COMPENSATION AND BENEFITS:

• Compensation is based on past job history, knowledge and experience.
• Medical/Rx
• HSA/FSA
• Dental & Vision
• Short and Long-Term Disability
• Company Paid Life Insurance and AD&D
• Voluntary Life, Accident, Critical Illness, Hospital, Legal, Identity Theft 
• Employee Assistance Program
• 401k with match
• Employee Stock Purchase Program
• Tuition Reimbursement

As part of our hiring process, all candidates who receive a conditional offer of employment will be required to successfully complete a pre-employment background check and drug screening. These screenings are conducted to ensure the safety and integrity of our workplace.

*This job description is intended to outline those functions typically performed by individuals assigned to this classification. This description is not intended to be all-inclusive or to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.