Manager, Consumer Care CX Innovation

Job overview

The Manager, Consumer Care CX Innovation role is onsite in Benton Harbor, MI; compensation is not specified. The role supports KitchenAid’s customer experience strategy and Consumer Services Contact Center. The manager modernizes customer service by integrating technology, improving digital journeys, and turning customer interaction data into actionable insights. The role also leads contact center partner governance and performance efforts to improve service delivery and operational outcomes.

What you'll do

• Work with IT and direct-to-consumer teams on system requirements, CRM platforms, and emerging technologies
• identify and implement automation, omnichannel, and self-service tools
• identify user experience friction and partner with digital teams on improvements
• develop customer interaction insights and reporting
• lead contact center partner relationships
• establish performance frameworks, service-level agreements, and deflection targets
• forecast contact volumes and resolve escalations.

What we're looking for

Skills & competencies

consumer care

cx innovation

customer experience

contact center

crm

digital transformation

customer analytics

kitchenaid

benton harbor mi

whirlpool

Work arrangement

• Weekend coverage required

Benefits & perks

• Generous benefits package, Whirlpool employee discount, fitness and educational reimbursement programs, and time-off benefits including a four-week paid sabbatical after every five years of service.

Why this role

The posting describes daily, weekly, monthly, and quarterly contact center performance and stakeholder review routines.

About the employer

Whirlpool Corporation is hiring for this role. Industry: All Other Professional, Scientific, and Technical Services. Sector: 54.