Customer Experience Strategy & Operations Manager, US KASA

• Continuous Improvement: Partner with the CxC to drive operational efficiency, team growth, and process refinement.
• Closed-Feedback Loop: Own the framework for transforming customer data into actionable insights, sharing findings across the business to drive change.
• Forecasting & Planning: Collaborate with D2C and Consumer Services teams to manage contact volume forecasting and ensure proactive staffing levels.
• Escalation Management : Work directly with the CxC team to resolve high-priority customer escalations.

• CX Analytics: Analyze feedback and identify trends/pain points to improve the customer journey.
• Technical Synergy: Work with IT and D2C teams to ensure system requirements support the CX strategy and enhance interactions.
• Specialized Reporting: Deliver data-driven insights on: Product Quality Signals: Identifying hardware/software malfunctions or recurring defects. Unintended Use Cases: Reporting "off-label" product usage by consumers. UX Friction: Identifying UI elements or features causing high contact volume. Returns Classification: Need differentiation of returns needing credits issued vs PEX or other non-credit returns
• Product Quality Signals: Identifying hardware/software malfunctions or recurring defects.
• Unintended Use Cases: Reporting "off-label" product usage by consumers.
• UX Friction: Identifying UI elements or features causing high contact volume.
• Returns Classification: Need differentiation of returns needing credits issued vs PEX or other non-credit returns

Minimum requirements

• Education: Bachelor’s degree in Business, Operations, Communications, or a related field.
• Work Experience: 4–5 years of direct experience in Customer Experience (CX) Operations, Contact Center Management, or Customer Service Strategy.

Preferred skills and experiences

• 7+ years of broader experience in a CX Strategy or Operations role, ideally within the consumer goods or D2C space.
• Experience: Proven track record in a Customer Service leadership or CX Operations role, including tracking performance metrics and enforcing SLAs.
• Leadership: Strong cross-functional influence and people management skills, with a heavy emphasis on coaching and development.
• Analytical Rigor: Advanced analytical skills with the ability to translate complex data into clear strategic and actionable recommendations.
• Communication: Exceptional written and oral communication skills; ability to influence stakeholders at all levels.
• Technical Proficiency: Advanced computer and systems skills (CRM, Data Visualization, and CX Platforms).
• Problem Solving: A creative thinker who can work autonomously and make confident, independent decisions in a fast-paced environment.

What we offer

Generous benefits package , Whirlpool employee discount, fitness & educational reimbursement programs, kitchenettes, and more!

Saint Joseph/Benton Harbor locations: Beautiful, recently renovated office space, Barista Bar, biking/walking trails, and access to The Eddy - Early Childhood Center (depending upon availability - additional costs required).

Additional information

Our goal is to provide an environment that helps you bring your best to Whirlpool every day.

While employees in this role work in-person Monday through Friday.

We offer flexibility and industry-leading time-off benefits that will help you balance what’s important at work and at home, including:

• 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.

#LI-NZ2

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.