[Remote] Customer Service Business Relationship Manager

Note: The job is a remote job and is open to candidates in USA. Carrier Global Corporation is a global leader in intelligent climate and energy solutions, focused on innovations that enhance comfort and sustainability. The Customer Service Business Relationship Manager will drive digital initiatives to improve customer experiences and operational efficiency, ensuring alignment with business strategies.ResponsibilitiesPartner with Customer Service leadership to translate business objectives, customer experience needs, and operational requirements into scalable digital solutionsServe as the primary liaison between Customer Service stakeholders and digital delivery teams, including IT, Product, AI/Automation, Data, and external vendorsPartner with digital product leads to ensure Customer Service initiatives align with the broader digital experience strategyLead intake, prioritization, and execution of Customer Service digital initiatives, including AI-enabled solutions, CRM enhancements, and ERP integrationsDefine 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 KPIsPlan and manage digital resource capacity, timelines, budgets, dependencies, and risks across multiple concurrent Customer Service initiativesEnsure seamless integration and data flow across Salesforce, SAP, AI platforms, and downstream reporting and analytics toolsDefine reporting requirements and data models to support KPIs such as CSAT, AHT, FCR, backlog, SLA adherence, and productivityPartner with data and analytics teams to ensure data accuracy, governance, and automation of reporting outputsSupport testing, training, change management, stakeholder communication, and rollout of new tools and processes to ensure adoption and sustained valueEnsure compliance with enterprise architecture standards, security, data privacy requirements, and SDLC / Agile delivery practicesSkillsBachelor's Degree5 + years of experience with CRM and customer service platformsHands-on experience with customer data and electronic transactions within an SAP environmentUnderstanding of omnichannel service channels (phone, chat, email, self-service), and experience in workflow automation and optimizationAbility to analyze service data, dashboards, and KPIs to inform prioritization and decision-makingProven project management expertise, including planning, execution, risk management, and delivery in complex matrixed environmentsFamiliarity with Agile, Scrum, or hybrid delivery methodologiesStrong business acumen with the ability to balance customer experience, operational efficiency, and cost considerationsAbility to lead through influence, manage stakeholders, and align diverse teams toward shared outcomesExcellent communication skills, including executive-level updates and facilitation of working sessionsChange leadership mindset with experience driving adoption across customer service teamsBenefitsShort-term cash incentives, subject to plan requirementsMedical, Dental, Vision; Wellness incentivesRetirement BenefitsPaid vacation days, up to 15 daysPaid sick days, up to 5 daysPaid personal leave, up to 5 daysPaid holidays, up to 13 daysBirth and adoption leaveParental leaveFamily and medical leaveBereavement leaveJury duty leaveMilitary leavePurchased vacationShort-term and long-term disabilityLife Insurance and Accidental Death and DismembermentHealth Savings AccountHealth Care Spending AccountDependent Care Spending AccountTuition AssistanceCompany OverviewCarrier is the provider of intelligent climate and energy solutions. It was founded in 1902, and is headquartered in Palm Beach Gardens, Florida, USA, with a workforce of 10001+ employees. Its website is https://www.corporate.carrier.com.Company H1B SponsorshipCarrier has a track record of offering H1B sponsorships, with 2 in 2026, 11 in 2025, 9 in 2024, 5 in 2023, 6 in 2022, 7 in 2021, 9 in 2020. Please note that this does not guarantee sponsorship for this specific role.