Sr. Manager, Customer Experience

Who We Are

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member’s contributions and offers a supportive environment for career development.

Come, stay, and grow with us.

The Senior Manager, Customer Experience (CX) leads multiple customer-facing and operational excellence teams to deliver a seamless, high-quality experience across all touchpoints. This role oversees employees/managers in the U.S., Canada and India for Customer Support, Consumer & Technical Support, Warranty, Business Excellence, and QA/Training, ensuring strategic alignment, operational efficiency, and continuous improvement. The position is pivotal in providing an exceptional customer experience that drives business growth, while developing and executing a continuous improvement roadmap to achieve an industry-leading customer experience.

Key Responsibilities

• Leadership & Strategy
  • Develop and execute CX vision and strategy in partnership with VP, Marketing & Customer Experience.
  • Provide leadership, including mentoring and coaching managers in U.S., Canada, and India across functional teams, fostering collaboration and accountability.
  • Drive initiatives to improve customer satisfaction and loyalty.
• Operational Oversight
  • Encourage a proactive team environment and ensure effective performance of all CX teams.
  • Monitor KPIs and implement corrective actions and process improvements.
  • Oversee resource planning, budgeting, and compliance.
• Customer Experience Transformation
  • Champion continuous improvement initiatives across support processes.
  • Collaborate with marketing, product, LITC and IT to enhance digital tools and self-service, with a focus on the use of AI tools.
  • Leverage Voice of Customer (VoC) insights to inform strategy.
  • Use insights from outside the HVAC industry to help shape the future of the Lennox customer experience vision and team.
• Business Excellence
  • Partner with Business Excellence team to identify process gaps and implement Lean/Six Sigma methodologies.
  • Drive data analytics and reporting to inform CX strategy and operational improvements.
  • Deliver measurable process improvement initiatives annually.
• Quality Assurance & Training
  • Oversee QA programs to ensure service consistency and compliance.
  • Develop and maintain training programs for all CX teams to improve skills and performance.
  • Monitor training completion rates and quality metrics.

Measurable KPIs

• Customer Satisfaction (CSAT): ≥90%
• Net Promoter Score (NPS): +5 point improvement YOY
• First Contact Resolution (FCR): ≥80%
• Warranty Claim Cycle Time: Reduce by 15% YOY
• Training Completion Rate: 100% mandatory training
• Process Improvements: Minimum 3 major initiatives per year

Employee Engagement: ≥85%

This position will need to be located at the Richardson, TX Headquarters office.

• Requires a bachelor's degree or an equivalent combination of education and experience.
• Requires at least 8 years related experience.
• Requires at least 5 years experience as a manager.
• Must be able to train, evaluate and direct the work of assigned employees.
• Requires ability to establish policies and manage business and operational aspects of assigned call center.
• Excellent written and verbal communication skills, including effective listening skills.
• Requires extensive knowledge of the organization, products and services.
• Requires advanced problem solving.

Compensation
:
This is a salaried exempt role. The starting salary range for this role and market is between $124,000 - $162,750 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for an annual bonus in accordance with the terms of the Company’s applicable plan.

Employees in this…