[Hiring] Customer Service Business Relationship Manager @Carrier

Role Description

The Customer Service Business Relationship Manager is responsible for driving digital initiatives that improve customer experiences, operational efficiency, and business outcomes. This role sits at the intersection of customer service operations, digital product delivery, and project/program management, ensuring that customer-facing and internal service capabilities are delivered on time, within scope, and aligned to business strategy.

Role Responsibilities

• Partner with Customer Service leadership to translate business objectives, customer experience needs, and operational requirements into scalable digital solutions.
• Serve as the primary liaison between Customer Service stakeholders and digital delivery teams, including IT, Product, AI/Automation, Data, and external vendors.
• Partner with digital product leads to ensure Customer Service initiatives align with the broader digital experience strategy.
• Lead intake, prioritization, and execution of Customer Service digital initiatives, including AI-enabled solutions, CRM enhancements, and ERP integrations.
• Define and manage business and functional requirements for platforms such as Salesforce (case management, workflows, knowledge, CTI) and SAP (order management, billing, service processes).
• Convert business requirements into project scopes, user stories, acceptance criteria, and delivery roadmaps aligned with Customer Service KPIs.
• Plan and manage digital resource capacity, timelines, budgets, dependencies, and risks across multiple concurrent Customer Service initiatives.
• Ensure seamless integration and data flow across Salesforce, SAP, AI platforms, and downstream reporting and analytics tools.
• Define reporting requirements and data models to support KPIs such as CSAT, AHT, FCR, backlog, SLA adherence, and productivity.
• Partner with data and analytics teams to ensure data accuracy, governance, and automation of reporting outputs.
• Support testing, training, change management, stakeholder communication, and rollout of new tools and processes to ensure adoption and sustained value.
• Ensure compliance with enterprise architecture standards, security, data privacy requirements, and SDLC / Agile delivery practices.

Qualifications

• Bachelor’s Degree
• 5+ years of experience with CRM and customer service platforms

Requirements

• Hands-on experience with customer data and electronic transactions within an SAP environment.
• Understanding of omnichannel service channels (phone, chat, email, self-service), and experience in workflow automation and optimization.
• Ability to analyze service data, dashboards, and KPIs to inform prioritization and decision-making.
• Proven project management expertise, including planning, execution, risk management, and delivery in complex matrixed environments.
• Familiarity with Agile, Scrum, or hybrid delivery methodologies.
• Strong business acumen with the ability to balance customer experience, operational efficiency, and cost considerations.
• Ability to lead through influence, manage stakeholders, and align diverse teams toward shared outcomes.
• Excellent communication skills, including executive-level updates and facilitation of working sessions.
• Change leadership mindset with experience driving adoption across customer service teams.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance