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Customer Experience Manager

Business Unit Carrier Job ID 01292154 Date posted 02/08/2019 City Charlotte State North Carolina Country United States

Date Posted:



United States of America


CAN05: CCS-Charlotte, NC 5900 Northwoods Business Pkwy, Charlotte, NC, 28269 USA

Carrier Corporation is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings.

General Responsibilities:

Responsible for customer immersion to uncover customer insights that influence and empower product in the commercial HVAC aftermarket.You will focus on a set of product priorities to generate hypotheses and gathering customer feedback by leading consulting-style engagements between product and our customers and 3rd party partners in service. The product teams will use the insights from these immersions to identify key product market requirements and opportunities.  Align with product leadership on a set of product area priorities.  Regularly assess how our service organization's sales, operations and technical departments work together to deliver seamless customer service.  Study market conditions to examine potential sales of existing or potential products or services.

Key Responsibilities:

The selected candidate will be responsible for Commercial HVAC Service new product road map development including the following:

  • Program Execution/Risk Management - Manages program and anticipates risks
  • Driving ownership & Accountability - takes responsibility for tasks and accepts consequences of actions
  • Planning & Organization - Structures/staffs plan to meet program requirements
  • Business Judgment - considers big picture, long term goals, & competing priorities
  • Creative Problem Solving - looks for new ways to handle challenging situations
  • Organizational Influence - understands how to influence & sell product
  • Partnering - creates ownership to common goals in a collaborative way
  • Business Practice/Ethics - Demonstrates high standards of ethics & conduct
  • Technical, Functional Acumen - understands limits of technology and program process
  • System Thinking - understands relationships between factors affecting structure/performance
  • Decisiveness - acts in a timely fashion with clear direction
  • Communication Skills - expresses ideas effectively to establish credibility
  • Persistence - does whatever it takes to achieve goals
  • Self Confidence - demonstrates self-assurance in own ideas, judgments
  • Analytical Thinking - takes systematic approach to solving problems
  • Market Analyst - Gather data about consumers, competitors, and market conditions
  • Adaptability - adjusts quickly to high pressure


  • Prepare reports and present results to clients and management
  • Results driven style
  • Strong communication skills with ability to interact within a team and with external customers
  • Excellent problem solving and analytical skills
  • Customer first approach to market
  • Sense of urgency, self-motivated, commitment, and sense of ownership
  • Agile development skills including rapid prototyping and ideation
  • Proficiency with Microsoft Office (Excel, Word, and PowerPoint)
  • Ability to travel 20-35%


  • BA/BS degree in Engineering or Business with 5+ years of related experience or
  • MA/MS degree in Engineering or Business with 3+ years of related experience

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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