Customer Experience Strategy & Operations Manager, US KASA

Requisition ID: 72494  About Whirlpool Corporation   Whirlpool Corporation (NYSE: WHR) is a leading home appliance company, in constant pursuit of improving life at home. As the only major U.S.-based manufacturer of kitchen and laundry appliances, the company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool , KitchenAid , JennAir, Maytag , Amana, Brastemp , Consul , and InSinkErator . In 2024, the company reported approximately $17 billion in annual sales - close to 90% of which were in the Americas - 44,000 employees, and 40 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com .    The team you will be a part of 
 You know us for our iconic Stand Mixer, but we’re so much more. By joining the KitchenAid Small Appliances Team, you’ll be part of a group that pushes the boundaries of culinary innovation and award-winning design. We don’t just build products; we strive to deliver a best-in-class experience across the entire consumer journey. If you're passionate about blending tradition with cutting-edge creativity, you'll feel right at home here. This role in summary 
 The Customer Experience (CX) Strategy & Operations Manager is responsible for leading the delivery of KitchenAid’s CX strategy, ensuring it aligns with organizational objectives and drives a culture of excellence.   This role serves as the primary bridge between KitchenAid and our Consumer Services Contact Center (CxC). You will oversee this vital relationship, managing operational performance, inspiring world-class service delivery, and ensuring every customer interaction enhances our brand reputation. Your responsibilities will include 
 CX Strategy & Relationship Management Brand Advocacy: Serve as the CX champion, fostering a culture of exceptional service across all business functions. CxC Leadership: Lead the relationship with our contact center partner, inspiring the team to meet and exceed world-class CX standards. Operational Governance: Establish a performance framework to track CxC metrics, ensuring all Service Level Agreements (SLAs) are consistently met. Strategic Rituals: Lead structured communication cycles to ensure alignment: Daily: Tactical pulse checks (SLAs and deflection monitoring). Weekly: Performance reviews, roadblock removal, and coaching on mitigation rates. Monthly: Business reviews (MBRs) focusing on volume optimization and KPI trends. Quarterly: Top-to-Top sessions for roadmap alignment and executive confidence.   Operational Excellence & Insights 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.   Performance Reporting & Innovation 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 Minimum requirements 
 Education: Bachelor’s degree in Business, Operations, Communications, or a related field. Work Experience: 4–5 years