Customer Care Transformation Leader

The Customer Care Transformation Leader, serves as the enterpriselevel leader responsible for driving one of Industrial Powertrain Solutions (IPS) top transformation priorities, focused on Customer Success - EaseofDoingBusiness. This role is accountable for orchestrating crossfunctional transformation across the entire customer journey-designing, testing, deploying, and operationalizing new capabilities that materially improve customer effort, service experience, and commercial outcomes.

Acting as the strategic integrator and accelerator for the 'Ease of Doing Business' (EoDB) strategy, this role leads across a multifunctional team, influences senior leaders across Sales, Customer Success, Operations, Supply Chain, IT, and Finance, and ensures the organization delivers against defined KPIs, milestones, and capability build requirements. This role requires exceptional changemanagement capability, strong executive presence, and the ability to drive alignment and execution in a complex, matrixed environment.

Strategic Leadership & Transformation

• Serve as the enterprise owner of the EoDB Strategy, accountable for endtoend delivery of capabilities, milestones, and kpi outcomes.
• Lead the design, testing, deployment, and operationalization of new processes, systems, and customerexperience frameworks that reduce customer effort and differentiate service for atier accounts.
• Act as the primary integrator across functions, ensuring alignment, resource allocation, and decisionmaking to accelerate progress and remove barriers.

Program Ownership & Operating Cadence

• Develop and maintain the initiative's charter, resource plan, bowler, KPI framework, and investment requirements (budget, capex, talent).
• Establish and run the operating cadence, including daily/weekly standups, monthly leadership reviews, and crossfunctional checkpoints.
• Drive rigorous program management discipline, ensuring issues are surfaced early, rootcause problem solving is initiated immediately, and corrective actions are implemented.

CrossFunctional Influence & Change Management

• Influence and align senior leaders across sales, customer success, operations, supply chain, it, and finance to ensure coordinated execution and adoption of new capabilities.
• Lead changemanagement efforts to ensure new processes, tools, and behaviors are embedded across the organization.
• Challenge teams constructively on sequencing, prioritization, and adequacy of actions to ensure delivery of strategic commitments.

Customer Experience & Capability Development

• Build and operationalize a system (process + technology) for managing customer requests from initiation through resolution, including escalation paths across the customer journey.
• Implement a differentiated services model leveraging focused resources and customer service teams to proactively manage preorder, order, and postorder interactions.
• Develop a customerexperience measurement framework that connects quote accuracy, order execution, and customer effort to revenue, retention, and service outcomes.

Performance Management & Executive Reporting

• Own the KPI framework, ensuring metrics are defined, measured, and tied to business outcomes.
• Provide clear, concise updates to the IPS leadership team, including progress, risks, mitigation plans, and required decisions.
• Ensure monthly updates of the bowler prior to Presidents Operating Reviews and lead discussions during leadership Policy Deployment reviews.

PROFESSIONAL EXPERIENCE/QUALIFICATIONS

• Bachelor's degree required; Advanced degree preferred (MBA or Masters Degree)
• Minimum 10 years' experience in Commercial Leadership, ideally in Customer Care, Sales Operations, Sales, or Customer Success.
• Proven track record leading large-scale, enterprise-wide transformations, with demonstrated ability to influence senior leaders across a complex, matrixed organization.
• Strong commercial acumen with deep understanding of customer segmentation, e-commerce, digital enablement, and cross-functional process integration.
• Exceptional executive communication, leadership, and stakeholder management skills with the ability to inspire, align, and drive organizational change.
• Strong critical thinking and problem-solving capabilities; prior experience applying 80/20 principles highly desirable.
• Demonstrated ability to set a strategic vision, translate it into actionable roadmaps, and define KPIs and success measures; experience with Policy Deployment, OKRs, or Hoshin Planning preferred.
• Analytical skills to properly interpret data and develop strategic insights
• Experience leading or influencing cross-functional teams, including Sales, Operations, Finance, Supply Chain, and IT, through multi-phase transformation journeys.
• Experience managing or influencing budgets, investment decisions, or resource allocation for enterprise initiatives
• Knowledge of customer experience measurement, journey mapping, and continuous improvement methodologies (e.g., Lean, Six Sigma, Design Thinking) preferred.

Interpersonal/Leadership Skills

• Business & Financial Acumen
• Intellectually curious and embraces continuous improvement, challenging the status quo
• Introduces and proactively seeks out new ideas and solutions to strengthen performance
• Holds self and others accountable to build and instill a continuous improvement culture
• Ensures best practices and lessons learned are adopted
• Strong cross-functional facilitation

• Medical, Dental, Vision and Prescription Drug Coverage
• Spending accounts (HSA, Health Care FSA and Dependent Care FSA)
• Paid Time Off and Holidays
• 401k Retirement Plan with Matching Employer Contributions
• Life and Accidental Death & Dismemberment (AD&D) Insurance
• Paid Leaves
• Tuition Assistance

Regal Rexnord is a publicly held global industrial manufacturer with 30,000 associates around the world who help create a better tomorrow by providing sustainable solutions that power, transmit and control motion. The Company's electric motors and air moving subsystems provide the power to create motion. A portfolio of highly engineered power transmission components and subsystems efficiently transmits motion to power industrial applications. The Company's automation offering, comprised of controls, actuators, drives, and precision motors, controls motion in applications ranging from factory automation to precision control in surgical tools.

The Company's end markets benefit from meaningful secular demand tailwinds, and include factory automation, food & beverage, aerospace, medical, data center, warehouse, alternative energy, residential and commercial buildings, general industrial, construction, metals and mining, and agriculture.

Regal Rexnord is comprised of three operating segments: Industrial Powertrain Solutions, Power Efficiency Solutions, and Automation & Motion Control. Regal Rexnord has offices and manufacturing, sales and service facilities worldwide. For more information, including a copy of our Sustainability Report, visit RegalRexnord.com.

Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, pregnancy, age, ancestry, national origin, genetic information, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Regal Rexnord is committed to a diverse and inclusive workforce. We are committed to building a team that represents diverse and inclusive backgrounds, perspectives, and skills. If you'd like to view a copy of the company's affirmative action plan for protected veterans/individuals with disabilities or policy statement, please email Recruiting@RegalRexnord.com.If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail Recruiting@RegalRexnord.com.

Equal Employment Opportunity Posters

Notification to Agencies: Please note that Regal Rexnord Corporation and its affiliates and subsidiaries ("Regal Rexnord") do not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement or similar contract and approval from HR to submit resumes for a specific requisition, Regal Rexnord will not consider or approve payment to any third-parties for hires made.