BlueScope Coated Products
Senior Manager Customer Service
BlueScope Coated Products, West Sacramento, California, us, 95798
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Senior Manager Customer Service
role at
BlueScope Coated Products
Company Description Coated Products North America (CPNA) is part of the BlueScope group of companies located in 12 countries and employs over 14,000 employees. As a leading international supplier of steel products and solutions, principally focused on the global building and construction industry, we believe that our people are our strength. Having a diverse and inclusive workplace enables us to improve our capability and ensure continued, sustainable success.
About The Role The Senior Manager, Customer Experience at ASC is responsible for optimizing all customer interactions to improve satisfaction, loyalty, and retention. They analyze customer feedback, design and improve the customer journey across all touch points, and collaborate with other departments to ensure a seamless and positive experience. This role shapes how customers perceive the company through direct and indirect interactions and drives improvements in service delivery and customer advocacy, directly influencing retention rates, product adoption, and revenue growth.
Primary Duties & Responsibilities
Leadership: Lead and manage customer-facing teams covering customer success, onboarding, training, and support, ensuring alignment with company business goals and service excellence.
Customer Satisfaction and Loyalty: Oversee customer registration, vetting, onboarding, and training processes to deliver seamless experiences from first contact through ongoing engagement.
Upleveling Service Standard within ASC: Act as strategic connectors across departments, influence both customer and business outcomes, leading initiatives that bridge marketing, product, and support; executing CX roadmaps with measurable goals.
Commercial Collaboration: Collaborate closely with sales, product development, marketing, and operations teams to ensure customer feedback informs service and product features.
Customer Engagement and Retention: Use data analytics and CX metrics (NPS, CSAT, CES, journey analytics) to identify friction points and drive action.
Commercial Growth and Innovation: Act as a customer advocate internally, driving improvements and innovations based on customer insights and industry benchmarks; use data analytics and customer health metrics to identify risk areas, report trends to senior leadership, and recommend strategic initiatives for growth and retention.
Minimum Education & Experience Qualifications
Bachelor’s degree
Typically requires 7–10 years of experience in customer experience, success, or related customer strategy roles, preferably with 3+ years in leadership positions.
Experience transforming or reorganizing customer experience teams is required.
Strong expertise in customer journey mapping, data-driven decision making, program management, and multi-stakeholder collaboration.
Excellent communication, presentation, and interpersonal skills suitable for influencing senior leaders and cross-functional teams.
Familiarity with CRM systems, analytics tools, and customer feedback platforms valuable for performance tracking and insight gathering.
Ability to thrive in ambiguous environments, manage multiple projects simultaneously, and lead cross-departmental initiatives.
Analytical skills: Ability to interpret data and customer feedback to measure performance and identify trends.
Preferred Qualifications
Knowledge of ASC Division products and specifications, Construction Management experience.
Experience transforming customer service to a customer experience team.
5+ years with increasing responsibility in customer service in manufacturing environment. Knowledge of building construction, transportation and construction terminology highly desirable.
Salesforce and SAP experience preferred.
Skills & Competencies
Ability to delegate
Adapting to cultural differences
Change management
Project management
Building and maintaining relationships
Business acumen
Coaching and developing others
Drive for results
Embracing and implementing change
Follow BSL safety framework
Innovative problem solving
Leading team achievements
Must have demonstrated experience with MS Windows applications such as Outlook, Word, PowerPoint and Excel.
Must have excellent communication skills, both written and verbal.
Negotiation skills
Resolving conflict and resiliency
Safety and Environmental Focus
Strong leadership, analytical and diplomacy skills.
Understanding and experience in sound business practices and methodology.
Salary Range Expected pay scale: $169,000 – $199,000 annually, depending on experience, skill set, and qualifications. In addition to base salary, this position is eligible for an annual bonus, health and welfare benefits and 401(k) match in accordance with BlueScope policies.
Arbitration Notice Steelscape LLC (and its related BlueScope companies) requires all new hires to sign a Mutual Arbitration Agreement as a condition of employment. The agreement establishes that any employment-related disputes will be resolved through final and binding arbitration, with a class and collective action waiver. Applicants may review a copy of the agreement upon request prior to signing.
Additional Information The preceding job responsibilities and tasks were designed to indicate the general nature and level of work performed. They are not a comprehensive inventory of all duties. Associates may be required to perform other duties as assigned. Additional job competencies, individual goals, and performance measurements are set at the department level. The benefits are inclusive, offering health insurance, life insurance, short- and long-term disability, paid time off, and retirement plans.
EEO Employer BlueScope is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or disability status.
Seniority Level Director
Employment Type Full-time
Job Function Other
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Senior Manager Customer Service
role at
BlueScope Coated Products
Company Description Coated Products North America (CPNA) is part of the BlueScope group of companies located in 12 countries and employs over 14,000 employees. As a leading international supplier of steel products and solutions, principally focused on the global building and construction industry, we believe that our people are our strength. Having a diverse and inclusive workplace enables us to improve our capability and ensure continued, sustainable success.
About The Role The Senior Manager, Customer Experience at ASC is responsible for optimizing all customer interactions to improve satisfaction, loyalty, and retention. They analyze customer feedback, design and improve the customer journey across all touch points, and collaborate with other departments to ensure a seamless and positive experience. This role shapes how customers perceive the company through direct and indirect interactions and drives improvements in service delivery and customer advocacy, directly influencing retention rates, product adoption, and revenue growth.
Primary Duties & Responsibilities
Leadership: Lead and manage customer-facing teams covering customer success, onboarding, training, and support, ensuring alignment with company business goals and service excellence.
Customer Satisfaction and Loyalty: Oversee customer registration, vetting, onboarding, and training processes to deliver seamless experiences from first contact through ongoing engagement.
Upleveling Service Standard within ASC: Act as strategic connectors across departments, influence both customer and business outcomes, leading initiatives that bridge marketing, product, and support; executing CX roadmaps with measurable goals.
Commercial Collaboration: Collaborate closely with sales, product development, marketing, and operations teams to ensure customer feedback informs service and product features.
Customer Engagement and Retention: Use data analytics and CX metrics (NPS, CSAT, CES, journey analytics) to identify friction points and drive action.
Commercial Growth and Innovation: Act as a customer advocate internally, driving improvements and innovations based on customer insights and industry benchmarks; use data analytics and customer health metrics to identify risk areas, report trends to senior leadership, and recommend strategic initiatives for growth and retention.
Minimum Education & Experience Qualifications
Bachelor’s degree
Typically requires 7–10 years of experience in customer experience, success, or related customer strategy roles, preferably with 3+ years in leadership positions.
Experience transforming or reorganizing customer experience teams is required.
Strong expertise in customer journey mapping, data-driven decision making, program management, and multi-stakeholder collaboration.
Excellent communication, presentation, and interpersonal skills suitable for influencing senior leaders and cross-functional teams.
Familiarity with CRM systems, analytics tools, and customer feedback platforms valuable for performance tracking and insight gathering.
Ability to thrive in ambiguous environments, manage multiple projects simultaneously, and lead cross-departmental initiatives.
Analytical skills: Ability to interpret data and customer feedback to measure performance and identify trends.
Preferred Qualifications
Knowledge of ASC Division products and specifications, Construction Management experience.
Experience transforming customer service to a customer experience team.
5+ years with increasing responsibility in customer service in manufacturing environment. Knowledge of building construction, transportation and construction terminology highly desirable.
Salesforce and SAP experience preferred.
Skills & Competencies
Ability to delegate
Adapting to cultural differences
Change management
Project management
Building and maintaining relationships
Business acumen
Coaching and developing others
Drive for results
Embracing and implementing change
Follow BSL safety framework
Innovative problem solving
Leading team achievements
Must have demonstrated experience with MS Windows applications such as Outlook, Word, PowerPoint and Excel.
Must have excellent communication skills, both written and verbal.
Negotiation skills
Resolving conflict and resiliency
Safety and Environmental Focus
Strong leadership, analytical and diplomacy skills.
Understanding and experience in sound business practices and methodology.
Salary Range Expected pay scale: $169,000 – $199,000 annually, depending on experience, skill set, and qualifications. In addition to base salary, this position is eligible for an annual bonus, health and welfare benefits and 401(k) match in accordance with BlueScope policies.
Arbitration Notice Steelscape LLC (and its related BlueScope companies) requires all new hires to sign a Mutual Arbitration Agreement as a condition of employment. The agreement establishes that any employment-related disputes will be resolved through final and binding arbitration, with a class and collective action waiver. Applicants may review a copy of the agreement upon request prior to signing.
Additional Information The preceding job responsibilities and tasks were designed to indicate the general nature and level of work performed. They are not a comprehensive inventory of all duties. Associates may be required to perform other duties as assigned. Additional job competencies, individual goals, and performance measurements are set at the department level. The benefits are inclusive, offering health insurance, life insurance, short- and long-term disability, paid time off, and retirement plans.
EEO Employer BlueScope is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or disability status.
Seniority Level Director
Employment Type Full-time
Job Function Other
Referrals increase your chances of interviewing at BlueScope Coated Products by 2x
#J-18808-Ljbffr