Manager, Customer Experience Systems

POSITION OVERVIEW

dormakaba is seeking a Manager, Customer Experience Systems based in Indianapolis, IN. Responsibilities will include providing system support for customer-facing teams across North America, streamlining and automating processes, and optimizing technical solutions to improve efficiency and satisfaction. Serving as both a technical advocate for CX and a business advocate within IT, this role ensures seamless alignment between system capabilities and business goals.

HIRING SALARY RANGE: Base Salary $80,000 - $110,000 (Salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data.) Please visit our career site for more information on benefits.

WHAT YOU WILL DO

• Serve as the primary liaison between AMER CX teams and global IT, ensuring clear communication of business needs, technical constraints, and deployment considerations
• Collaborate with the CX Systems Administrator to enhance CRM configuration, ensure process alignment with global standards, and understand integrations with ERP and contact center systems
• Drive the implementation of the regional CX systems roadmap, driving alignment with strategic initiatives and operational goals
• Partner with global colleagues to learn best practice strategies for implementing new technologies
• Oversee all North America customer portal administration including user access and new feature enhancement roadmap and testing, and partner with CX leaders to optimize portal performance to drive internal productivity and an improved customer experience
• Oversee the call center system

WHAT WE REQUIRE

• Bachelor's degree in business or IT, or equal experience

• Experience with Salesforce Service Cloud (CRM), NICE CXone, and SAP S/4HANA, or equivalent CRM, contact center, and ERP systems
• Strong understanding of system integrations, configuration optimization, and data flow management across CX platforms
• Strong understanding of how to evaluate and prepare business processes for effective AI enablement and automation

WHAT WE PREFER

• 3+ years of business systems support/leadership experience in a call center or service environment
• Multilingual proficiency in Spanish and/or French

WHAT WE OFFER

• Taking Care of our Employees on Day One with Medical, Dental, Vision, Life and Disability Insurance coverage options. No waiting periods!
• Your health is our priority, we offer Medical Wellness Programs to aid in your well-being
• Vacation and Personal Time Off
• We support your growing family; we provide Parental Leave for Moms and Dads!
• Wisely plan for your future with our 401k Matching plan beginning on Day One
• Discover your best attributes using CliftonStrengths to pave the way for success at dormakaba
• Supporting your career development with our Tuition Reimbursement Program
• Robust culture supporting internal advancement with our Learn and Grow Program
• 24/7 access to over 15,000 LinkedIn Learning courses to assist in your professional development and to expand on your individual interests.
• Employee Assistance Programs
• Voluntary Legal Insurance
• Unlimited Referral Reward Bonuses
• Corporate Discounts for shopping, travel and more!

WHY JOIN DORMAKABA?

We are at the heart ofevery place that matters. As a leading global provider in the access solutions market for schools, banks, airports, hospitals, and hotels, we enable seamless movement within secure, safe, and sustainable places. Our work is IMPORTANT. YOU are important. We provide our people with the tools to shape their careers for growth. With around 16,000 employees worldwide, EVERY team member contributes to our mission and can make a positive difference. By working as one global team, we continue Growing the Business, Growing Together, and Growing Ourselves. Build your career with us!

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