Customer Experience Operations Lead (Voice of the Customer)
Description
About Us
We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.
Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!
1. Role Purpose
The Voice of the Customer Operations Lead reports to the Voice of the Customer Lead and leads day-to-day operational delivery of the Global Business Services (GBS) Voice of the Customer service while remaining a hands-on generalist across platform operations, reporting and insights, governance, and continuous improvement. The role translates approved priorities and business rules into controlled operational execution across the recurring rNPS cycle and future tNPS operations.
The role acts as the senior operational subject-matter expert within the team, leads routine coordination with Walker and other support partners, and uses deep operational experience to lead the integration of new listening capabilities. The role recommends platform and service priorities to the VoC Lead, who retains accountability for the overall VoC service, team, priorities, governance, and outcomes. The role does not manage people, contact customers directly, replace the Global Process Owner, or own Sales, IT, source-data , or Functional Owner accountabilities .
2. Role Positioning
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Reports directly to the Voice of the Customer Lead and operates within priorities and capacity decisions set by that role.
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Senior hands-on individual contributor who leads day-to-day operational delivery without formal people-management accountability.
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Participates in the same common VoC execution core as the VoC Lead and VoC Analyst, with emphasis on operational complexity, platform enablement, service control, and integration.
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Leads operational execution across rNPS and future tNPS while the VoC Lead owns the overall GBS VoC service and the Global Process Owner retains methodology , process design, and business-rule authority.
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Manages day-to-day Walker coordination, recurring support, issue follow-up, and operational knowledge transfer; major priorities and escalations sit with the VoC Lead.
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Recommends platform enhancements, backlog priorities, service improvements, and operational trade-offs for VoC Lead approval.
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Provides operational guidance and quality review to the VoC Analyst without becoming the Analyst’s people manager.
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Remains approximately 70% focused on hands-on execution and 30% on operational leadership, coordination, and improvement in steady state.
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Does not contact customers directly or execute Sales-owned Inner Loop follow-up and account-level resolution.
3. Common VoC Execution Core
The VoC Operations Lead shares a common generalist execution core with the VoC Lead and VoC Analyst. The role is expected to execute work across all core areas rather than operate as a platform-only specialist.
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Execute quarterly cycle preparation, readiness planning, and launch-control activities.
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Execute and validate approved survey setup, platform configuration, workflow, access, and operational-readiness activities.
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Lead and perform end-to-end testing, launch checks, and production-readiness validation.
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Monitor response flow, data quality, platform health, reporting availability, and operational exceptions.
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Prepare and validate dashboards, Key Performance Indicator (KPI) outputs, insights, and governance materials.
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Review aggregated feedback and identify recurring themes, systemic pain points, and evidence gaps.
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Prepare and refine systemic-theme evidence and Outer Loop support materials.
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Maintain decision, action, issue, risk, dependency, incident, and closure visibility.
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Maintain standard operating procedures, controls, platform documentation, and knowledge materials.
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Identify and implement approved continuous-improvement opportunities across rNPS and future tNPS operations.
4. Operations Lead-Specific Accountabilities
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Lead day-to-day operational delivery across preparation, platform setup, testing, survey deployment, monitoring, data-quality control, reporting readiness, insight support, governance preparation, and closure visibility.
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Translate priorities approved by the VoC Lead into execution plans, operational checkpoints, activity sequencing, and readiness evidence.
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Coordinate daily work across platform , survey , data, reporting, and managed-service dependencies and escalate unresolved constraints to the VoC Lead.
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Lead standard VoC platform administration, approved configuration maintenance, workflow operations, access administration, dashboard support, and survey-cycle controls within agreed guardrails.
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Lead first-level operational triage, business-impact assessment, ticket preparation, vendor or IT routing, and status tracking for platform, workflow, data, and reporting issues.
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Manage day-to-day Walker coordination, recurring support requests, operational follow-up, and knowledge-transfer completion.
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Develop and recommend platform enhancements, backlog priorities, automation opportunities, process improvements, and managed-service requirements for VoC Lead approval.
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Lead operational integration of future tNPS , including trigger-readiness coordination, platform and workflow requirements, testing, data and reporting dependencies, operating procedures, stabilization, and transition to steady state.
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Guide the VoC Analyst on complex operational activities, review output quality, and recommend workload priorities to the VoC Lead.
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Support the VoC Lead with readiness decisions, executive updates, service risks, capacity evidence, Outer Loop materials, and major escalation preparation.
Skills and Experience : Capability area
Requirement
Experience: 5+ years preferred in Voice of the Customer, Customer Experience, survey operations, platform operations, transactional or relational NPS, Global Business Services, reporting, analytics, service delivery, or related roles.
Operational leadership: Ability to lead day-to-day execution, sequence work, control readiness, manage dependencies, guide others, and escalate effectively without formal line authority.
Hands-on generalist delivery : Ability and willingness to execute across platform operations, reporting and insights, governance, documentation, issue triage, and continuous improvement.
Our Commitment to Our People
Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.
Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.
Flexible and competitive benefits plans offer the right options to me