OneMain Financial Jobs

About this role Position: Customer Experience Manager - Platinum Accounts General Purpose The Customer Experience Manager plays a pivotal role in shaping the customer experience and driving operational excellence across the organization. Partnering closely with the Regional Operations Manager, this role leads customer service operations with a focus on performance, productivity, efficiency, and profitability. This leader serves as a trusted escalation point for key and platinum-level accounts, ensuring high-touch service, proactive problem resolution, and strong customer relationships-both remotely and through periodic face-to-face engagement. POSITION RESPONSIBILITIES include, but are not limited to the following: Lead and develop Customer Service Representatives (CSRs) across one or more facilities, setting clear expectations and driving accountability Partner with the Commercial Team to align CSR support with assigned Sales Representatives and strategic customer accounts, including platinum and key customers Act as a senior point of contact for key and platinum-level accounts, providing escalation support and strengthening long-term customer relationships Participate in select customer meetings, site visits, or face-to-face engagements as needed to support service alignment, issue resolution, and relationship development Serve as a go-to resource for ERP and CRM questions, ensuring consistent and effective system utilization Own customer service performance metrics by maintaining scorecards, monitoring order stages, and addressing exceptions proactively Review daily reports and take swift corrective action on issues related to pricing, freight, margin, or billing accuracy Balance workloads by regularly evaluating CSR capacity and reallocating resources as needed Collaborate cross-functionally with operations, warehouse, procurement, and customer service teams to manage customer credits and vendor returns, including approval decisions Respond with urgency and professionalism to customer and sales inquiries impacting your team Manage scheduling, timekeeping, PTO, and shift coverage to ensure service continuity Lead regular team stand-up meetings to align priorities, share updates, and reinforce expectations Leverage deep knowledge of the customer base to deliver targeted, high-impact service solutions Apply vendor expertise to guide teams toward the best product and service solutions Foster a culture of continuous improvement by encouraging ideas, feedback, and process enhancements Prepare and analyze reports to support operational decisions and leadership visibility Champion company policies and procedures, ensuring compliance through clear communication and consistent reinforcement Coach, train, and develop team members to strengthen skill sets and build bench strength Step into core CSR responsibilities when needed to support the team and maintain service levels Lead or contribute to special projects that drive operational improvements Conduct performance and merit reviews, providing meaningful feedback and development guidance Perform additional duties as assigned to support business needs Education and Experience: Associate Degree from a two-year college or technical school OR High School Diploma with five (5) years of related experience OR A relevant combination of education and experience Demonstrated mastery of CSR and Customer Experience Manager responsibilities Proven business-to-business experience within an industrial distribution environment, supporting complex products, pricing structures, and service expectations Experience supporting high-value, strategic, or key customer accounts Proven experience leading cross-functional teams and driving collaboration Strong background in implementing and improving operational processes Solid project management, organizational, and admini