Senior Manager Customer Service

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Coated Products North America (CPNA) is part of the Blue Scope group of companies located in 12 countries and employs over 14,000 employees. As a leading international supplier of steel products and solutions, principally focused on the global building and construction industry, we believe that our people are our strength. Having a diverse and inclusive workplace enables us to improve our capability and ensure continued, sustainable success.

The Senior Manager, Customer Experience at ASC is responsible for optimizing all customer interactions to improve satisfaction, loyalty, and retention. They analyze customer feedback, design and improve the customer journey across all touch points, and collaborate with other departments to ensure a seamless and positive experience. This role shapes how customers perceive the company through direct and indirect interactions and drives improvements in service delivery and customer advocacy, directly influencing retention rates, product adoption, and revenue growth.

• Leadership:
  Lead and manage customer-facing teams covering customer success, onboarding, training, and support, ensuring alignment with company business goals and service excellence.
• Customer Satisfaction and Loyalty:
  Oversee customer registration, vetting, onboarding, and training processes to deliver seamless experiences from first contact through ongoing engagement.
• Up leveling Service Standard within ASC:
  Act as strategic connectors across departments, influence both customer and business outcomes, leading initiatives that bridge marketing, product, and support; executing CX roadmaps with measurable goals.
• Commercial
  
  Collaboration:
  
  Collaborate closely with sales, product development, marketing, and operations teams to ensure customer feedback informs service and product features.
• Customer Engagement and Retention:
  Use data analytics and CX metrics (NPS, CSAT, CES, journey analytics) to identify friction points and drive action.
• Commercial Growth and Innovation:
  Act as a customer advocate internally, driving improvements and innovations based on customer insights and industry benchmarks; use data analytics and customer health metrics to identify risk areas, report trends to senior leadership, and recommend strategic initiatives for growth and retention.

• Bachelor’s degree
• Typically requires 7–10 years of experience in customer experience, success, or related customer strategy roles, preferably with 3+ years in leadership positions.
• Experience transforming or reorganizing customer experience teams is required.
• Strong expertise in customer journey mapping, data-driven decision making, program management, and multi-stakeholder collaboration.
• Excellent communication, presentation, and interpersonal skills suitable for influencing senior leaders and cross-functional teams.
• Familiarity with CRM systems, analytics tools, and customer feedback platforms valuable for performance tracking and insight gathering.
• Ability to thrive in ambiguous environments, manage multiple projects simultaneously, and lead cross-departmental initiatives.
• Analytical skills:
  Ability to interpret data and customer feedback to measure performance and identify trends.

• Knowledge of ASC Division products and specifications, Construction Management experience.
• Experience transforming customer service to a customer experience team.
• 5+ years with increasing responsibility in customer service in manufacturing environment. Knowledge of building construction, transportation and construction terminology highly desirable.
• Salesforce and SAP experience preferred.

• Ability to delegate
• Adapting to cultural differences
• Change management
• Project management
• Building and maintaining relationships
• Business acumen
• Coaching and developing others
• Drive for results
• Embracing and implementing change
• Follow BSL safety framework
• Innovative problem solving
• Leading team achievements
• Must have demonstrated experience with MS Windows applications such as Outlook, Word, PowerPoint and Excel.
• Must have excellent communication skills, both written and verbal.
• Negotiation skills
• Resolving conflict and resiliency
• Safety and Environmental Focus
• Strong leadership, analytical and diplomacy skills.
• Understanding and experience in sound business practices and methodology.

Expected pay scale: $169,000 – $199,000 annually, depending on experience, skill set, and qualifications. In addition to base salary, this position is eligible for an annual bonus, health and welfare benefits and 401(k) match in accordance with Blue Scope policies.

Steelscape LLC (and its related Blue Scope companies) requires all new hires to sign a Mutual Arbitration Agreement as a condition of employment. The agreement establishes that any employment-related disputes will be…