Customer Experience & Operations Excellence Leader

Job Number: 12080

External Description:

About the job

At Carrier, we build solutions that matter for people and our planet. As the Customer Experience & Operations Excellence Leader, you will play a pivotal role in translating customer delivery and fulfillment experiences into measurable, cross-functional process improvements and sustainable corrective actions across Carrier's distribution centers and domestic transportation network. This role analyzes delivery, fulfillment, and exception trends to lead thorough root-cause investigations into late orders, missed shipments, and recurring service disruptions, ensuring a best-in-class customer experience for Climate Solutions in the Americas.

Hybrid schedule of three days in the office and two days remote per week at the Atlanta Digital Hub in Atlanta, Georgia.

Key Responsibilities

• Analyze delivery, fulfillment, and exception trends across distribution centers and transportation carriers to identify root causes of service failures.
• Lead comprehensive cross-functional root-cause investigations for late orders, missed shipments, and recurring service issues.
• Build, publish, and maintain customer experience dashboards, service level agreements (SLAs), and operational action trackers.
• Coordinate cross-functional corrective and preventive actions (CAPA) with Customer Service, SIOP, Supply Planning, and Distribution Center leadership teams.
• Assess the customer impact of operational changes, including order processing cycles, transit schedules, and order-to-delivery timelines.
• Establish and reinforce standardized escalation pathways, communication cadences, and preventive controls across the logistics network.
• Confer with logistics and distribution leadership to coordinate warehouse activities and ensure material flow optimization.
• Establish and document standard operating procedures (SOPs) for handling, shipping, and resolving operational exceptions.
• Monitor pickup, distribution, and transit milestones to safeguard on-time delivery commitments.

Minimum Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or Engineering
• 5+ years of experience in logistics operations, customer experience, order fulfillment, transportation, distribution, operational excellence, process improvement, root-cause analysis, and corrective action implementation.
• 3+ years of experience leading cross-functional process improvement and corrective action initiatives.

Preferred Qualifications

• Lean Six Sigma Green Belt or Black Belt certification.
• Hands-on experience working with enterprise Transportation Management Systems (TMS), Warehouse Management Systems (WMS), and ERP platforms such as SAP.
• Background supporting high-volume industrial distribution, climate control, or manufacturing environments.
• Demonstrated background establishing operational frameworks and self-starter initiative.

Job Number: 30221680

Community / Marketing Title: Customer Experience & Operations Excellence Leader

Location_formattedLocationLong: Georgia, US