Customer Experience Operations Lead (Voice of the Customer)

Job description

About Us We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead. Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today! 1. Role Purpose The Voice of the Customer Operations Lead leads the recurring rNPS operating rhythm for the GBS VoC execution pod by coordinating readiness inputs, dependency visibility, governance preparation, decision tracking, and Outer Loop coordination support. The role provides operational leadership across the recurring cycle and ensures the process remains controlled, decision-ready, and protected from scope creep. The role does not replace the Global Process Owner, does not own final business decisions, and does not manage Sales-owned Inner Loop execution, technology configuration, dashboard build, source-data remediation, or systemic business issue resolution. 2. Role Positioning Lead individual contributor role for the recurring rNPS operating rhythm within the GBS VoC execution pod. Leads cycle control across readiness cadence, dependency tracking, governance preparation, decision visibility, and Outer Loop coordination support. Coordinates the work of VoC Analysts for data/reporting readiness inputs, systemic evidence, KPI reporting, and Outer Loop package preparation without becoming a people manager unless formally assigned. Provides operational leadership and escalation discipline without taking Sales, platform, data, dashboard, Global Process Owner, or business-resolution accountability. Protects GBS from scope creep into Inner Loop execution, system configuration, dashboard build, data remediation, and business-owned resolution activity. 3. Core Accountabilities Lead the recurring rNPS readiness cadence and maintain a controlled view of launch readiness inputs, open risks, blockers, dependencies, and decision points. Lead preparation of Go / No-Go input materials and residual-risk summaries using readiness evidence from accountable functional, platform, data, reporting, and analyst contributors. Own the operating control layer for issue, dependency, decision, risk, and action logs across the recurring cycle. Lead governance preparation for agreed VoC operating forums, including agendas, decision records, action follow-up, escalation summaries, and closure visibility. Coordinate VoC Analyst inputs for data/reporting readiness, dashboard limitations, KPI outputs, systemic evidence, and Outer Loop package content. Lead routing and readiness review of Outer Loop escalation packages prepared from systemic pain-point evidence. Track leadership decisions, assigned owners, expected update timing, overdue updates, closure evidence, and escalation needs for accepted systemic issues. Escalate unresolved process, data, platform, dashboard, governance, or ownership dependencies to accountable owners without taking ownership for resolution. Support stabilization, service catalog packaging, onboarding, and transition readiness activities linked to the GBS VoC operating model. Skills and Experience reRequirement Experience 5+ years preferred in customer experience, Voice of the Customer, operations, PMO, GBS, transition, governance, or cross-functional process leadership roles. Operating Leadership Ability to lead a recurring operating cadence, readiness gates, dependency control, escalation discipline, and governance preparation without requiring formal line authority. Process Governance Strong ability to structure action logs, decision logs, issue tracking, owner visibility, risk views, readiness packs, and escalation summaries. Stakeholder Management Able to drive clarity across Sales, Marketing, Revenue Operations, data, reporting, platform, and leadership stakeholders. Executive communication Able to prepare concise executive-ready governance updates, decision materials, escalation summaries, and risk / dependency views. Analyst Coordination Able to coordinate analyst inputs across data/reporting readiness, dashboard limitations, KPI reporting, systemic evidence, and Outer Loop package support. Scope Control Strong judgment to separate GBS operational leadership from Sales-owned, platform-owned, data-owned, Global Process Owner-owned, and business-owned execution. Our Commitment to Our People Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial. Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally. Flexible and competitive benefits plans offer the right options to meet your individual/family needs . We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave. Together, we have the opportunity – and the power – to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team! Our Commitment to Inclusion & Belonging At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland. Equal Opportunity Employer Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.