Customer Care Manager

In This Role, Your Responsibilities Will Be :

• Business Performance Lead monthly POR governance calls to report out on regional status. Ensure achievement of RDSL, PDSL, Past Due, margin uplift, and other important measures. Support project managers in finding opportunities for margin uplift
• Planning and Execution Coordinate development of comprehensive project plans for project orders Ensure documentation provided to customers on time Minimize exposure to penalties; familiarity with contract law and regulations Support identification of managing post order costs that still allows the project to meet customer requirements, action should be taken to avoid cost. Manage a team to oversee standard order backlog and relevant activities and communications required to ensure appropriate customer happiness
• Organization and People Lead a dedicated team across the following areas : project management, internal project management, documentation, customer car, and order entry (if this role exists within Region) Establish a high performing project management team Focus on individual and organizational development to improve quality of individual performance to better serve customers Ensure personal gals and development plans are deployed across all members of the team and subject to ongoing review and alignment
• Processes, Systems, and Tools Adhere to global standard processes; support training efforts of team on globally standard processes Develop and implement the future quote to cash process using standard methodologies Drive project ownership within Region with clear roles and responsibilities Set up measuring and tracking system and tools to supervise performance for continuous development Support the development and implementation of crucial PM system.
• Relationship Management Engage in internal / external planning meetings to ensure alignment as needed; work with customers as required Point of escalation in Region for project concerns for customer, operations, and sales; review change order requests as required Build proven relationships with Regional leaders in operations and sales as well as peers in the WA PMO organization Participate in customer calls, meetings, and visits as required

Who You Are :

You create milestones and symbols to rally support behind the vision. You build and deliver solutions that meet customer expectations. You establish clear responsibilities and processes for monitoring work and measuring results. You work to create a feeling of belonging and strong team morale. You understand the meaning and implications of key financial indicators.

For This Role, You Will Need :

Preferred Qualifications That Set You Apart :

Our Culture & Commitment to You :

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.