Senior Manager, Customer Service

Senior Manager, Customer Experience Barletta Boats | Bristol, IN Join a Team That s Redefining the Customer Experience At Barletta Boats, we re not just building industry-leading pontoons-we re building something special: a workplace where people genuinely enjoy coming to work, feel supported by their team, and are empowered to make an impact every day. Our culture is the foundation of our success. We believe in treating everyone like family, always doing the right thing, and relentlessly pursuing excellence . We move fast, collaborate deeply, and continuously improve. If you re energized by leading teams, solving problems, and creating exceptional customer experiences in a high-growth, fast-paced environment-this role is for you. The Opportunity We are seeking a Senior Manager of Customer Experience to lead one of the most critical functions at Barletta-our frontline connection to customers and dealers. This role is more than managing a team-it s about building a best-in-class customer experience function , shaping strategy, and working cross-functionally to deliver an ownership experience that sets us apart in the industry. You ll lead a team of Customer Experience Advisors, partner closely with operations and plant leadership, and play a pivotal role in driving customer satisfaction, loyalty, and long-term brand advocacy. What You ll Do Lead & Inspire a High-Performing Team Build, coach, and develop a collaborative, customer-focused team Create a culture of accountability, growth, and continuous learning Establish clear expectations, strong onboarding, and ongoing coaching Shape the Customer Experience Strategy Partner with senior leadership to define and execute CX strategy aligned to Barletta s growth and brand promise Drive measurable improvements in NPS, CSAT, referrals, and dealer satisfaction Turn insights into action through clear goals and operating rhythms Deliver World-Class Customer & Dealer Support Oversee all customer and dealer interactions across phone, email, and digital channels Own escalation processes and ensure timely, fair, and brand-aligned resolutions Strengthen dealer partnerships through proactive communication and service excellence Drive Cross-Functional Collaboration Partner with Production, Quality, Engineering, Supply Chain, and Factory Service teams Break down silos to deliver a seamless, end-to-end ownership experience Act as the connector that turns feedback into real operational improvements Elevate Process, Quality, and Continuous Improvement Implement Voice of Customer/Dealer processes to identify root causes and eliminate issues Build and maintain high-quality service standards and workflows Continuously improve tools, training, and processes to increase speed, quality, and first-contact resolution Own Performance & Results Define and track key performance metrics (NPS, response time, cycle time, backlog, etc.) Build dashboards and reporting cadence that drives accountability and results Manage budgets and prioritize investments that deliver meaningful ROI What Makes Barletta Different People-first culture where you re supported, valued, and developed Collaborative environment -you ll never solve problems alone Fast-paced growth with real opportunities to make an impact Leadership that listens and empowers teams to build the future Commitment to a Barletta Safe culture -working together toward zero harm What You Bring Proven leadership experience building and developing high-performing teams Strong customer-first mindset with a passion for delivering exceptional experiences Ability to thrive in a fast-paced, dynamic, growth-oriented environment Excellent communication, problem-solving, and relationship-building skills Data-driven decision-making and comfort working with metrics and dashboards

Preferred:

Experience in marine, RV, automotive, or durable goods industries Familiarity with tools like Power BI and Microsoft Dynamics 365 Why This Role Matters This is a high-impact leadership role where you ll directly influence how customers experience Barletta-from first interaction through ownership. Your work will help shape our reputation, strengthen our dealer network, and fuel our continued growth. Ready to Build Something Great? If you re looking for more than just a role-if you want to be part of a high-energy, collaborative team that s building a best-in-class customer experience function -we d love to connect. •This job description is intended to outline those functions typically performed by individuals assigned to this classification. This description is not intended to be all-inclusive or to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility.