Whirlpool
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This role in summary We are currently seeking qualified candidates for a Manager, Customer Experience (CX) Innovation, this role will be located in Benton Harbor, MI.
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Requisition ID: 73377
This role in summary
We are currently seeking qualified candidates for a Manager, Customer Experience (CX) Innovation, this role will be located in Benton Harbor, MI.
The Manager, CX Innovation is responsible for modernizing KitchenAid’s customer journey and shaping the future of our Consumer Services Contact Center (CxC). This role drives the delivery of KitchenAid’s CX strategy by evaluating, integrating, and optimizing modern technologies (such as AI, CRM platforms, and digital self-service tools) to elevate customer interactions. Serving as the key bridge between KitchenAid, internal tech/D2C teams, and our contact center partner, you will lead the evolution of world-class service delivery while maintaining operational performance and SLA governance.
Your responsibilities will include
1. CX Innovation & Technical Synergy
Tech Ecosystem Integration: Work closely with IT and D2C teams to ensure system requirements, CRM platforms, and emerging technologies support the CX strategy and enhance interactions
Digital Transformation: Identify and implement innovative tools (automation, omni-channel capabilities, deflection solutions) to modernize contact center operations
UX & Journey Optimization: Uncover UI/UX friction points across web and product touchpoints that generate contact volume and partner with digital teams to resolve them
2. Advanced Analytics & Insights Framework
Closed-Feedback Loop: Own the framework for transforming customer interaction data into actionable insights, driving product and operational improvements across the business
Specialized Intelligence Reporting: Deliver data-driven insights to key stakeholders on:
Product Quality Signals: Hardware/software malfunctions and recurring product defects
Unintended Use Cases: Off-label product usage trends
UX & Journey Friction: System or UI elements driving unnecessary contact volume
Returns & Credits: Categorization and streamlining of non-credit vs. credit returns.
3. CxC Relationship Management & Operational Governance
CxC Partner Leadership: Lead the relationship with our contact center partner, inspiring the team to adopt new tools and maintain world-class service standards
Operational Governance & Metrics: Establish and maintain performance frameworks, SLAs, and deflection targets
Daily: Tactical pulse checks (SLAs and deflection monitoring)
Weekly: Performance reviews, roadblock removal, and coaching on mitigation rates
Monthly: MBRs focused on volume optimization, automation impact, and KPI trends
Quarterly: Top-to-Top sessions for tech roadmap alignment and executive updates
Forecasting & Escalation: Collaborate with D2C and Consumer Services teams to forecast contact volumes and resolve high-priority escalations
Bachelor’s Degree
4+ years of direct experience in Customer Experience (CX) Operations, Contact Center Management, or Customer Service Strategy
Bachelor’s Degree in Business, Operations or Communications
7+ years of broader experience in a CX Strategy, Innovation, or Operations role, ideally within the consumer goods or D2C space
Proven track record implementing modern contact center technology stacks (e.g., CCaaS, AI deflection, chatbots, omni-channel routing)
Strong cross-functional influence and leadership skills, with an emphasis on driving digital change management and team development
Advanced analytical skills with the ability to translate complex data into clear strategic and actionable recommendations
Exceptional written and oral communication skills; ability to influence stakeholders at all levels
Advanced computer and systems skills (CRM, Data Visualization, and CX Platforms)
A creative thinker who can work autonomously and make confident, independent decisions in a fast-paced environment
Generous benefits package, Whirlpool employee discount, fitness & educational reimbursement programs, kitchenettes, and more! Saint Joseph/Benton Harbor locations: Beautiful, recently renovated office space, free coffee, biking/walking trails, and access to The Eddy - Early Childhood Center (depending upon availability - additional costs required).
Always On Flexibility - You will have the autonomy to manage personal, family, and outside-of-work commitments as needed.
Two-Week Work from Anywhere - Minimum of one-week increments for a total of two weeks per year.
Sabbatical - Four weeks paid leave after every five years of service.
Connect with us and learn more about Whirlpool Corporation
See what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter, LinkedIn, Instagram and YouTube.
Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.