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Supervisor, Customer Experience, North America

Harman
life insurance, sick time, long term disability, tuition reimbursement, 401(k)
United States, California, Northridge
Oct 15, 2025

Description & Requirements

About the Role

As the Supervisor, North America Customer Service, you will play a critical role in Harman's Lifestyle Division. You will support the division's success by ensuring that consumers are highly satisfied with their service experience. You will oversee all operational aspects of our contact handling infrastructure including our offshore contact center and a team of onshore Product Specialists. As the team leader you will also work to simultaneously improve customer satisfaction and cost-effective delivery.

About your Team

You will be supervising two Product Specialists and providing oversight and direction to 3rd party service providers.

What You Will Do

  • Oversee and ensure successful execution of daily customer service practices including Tiers 1 & 2 contact center as well as escalations to Tiers 3 & 4.
  • Monitor contact statistics and meet KPIs/SLAs. Forecast contact volumes, work with management to plan and staff accordingly. Provide monthly reports on metrics.
  • Oversee fraud review, RA and other customer service processes to ensure timely completion.
  • Work with CS Operations, Product Specialists and Trainers to develop Tier 1 & 2 SOPs and training programs.
  • Provide work direction, oversight, mentoring and guidance to Product Specialists.
  • Identify opportunities for process improvement. Work with management to prioritize, plan and execute the most impactful improvements.

What You Need to Be Successful

  • Associate's degree or higher in Business, Marketing, Communications or Electrical Engineering; or equivalent industry experience.
  • Minimum of 5 years of experience with customer service operations and infrastructure including large contact center operations.
  • At least 2 years in a senior or leadership role including analyzing and reporting metrics, KPIs and SLAs.
  • Experience with consumer sound audio products such as portable BT speakers, headphones, earphones, component home audio systems, speaker drivers, etc.
  • Proficient with Microsoft Office, specifically with XL in pulling large amounts of data and extracting accurate analysis and information for continuous improvement.
  • Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must be able to lift to 50 lbs.

Bonus Points if You Have

  • Strong working knowledge of SAP, Salesforce, Adyen, Qlik Sense, and AWS.
  • Knowledge or experience with AI.
  • Component level repair / service experience.

What Makes You Eligible

  • Willingness to travel up to 10% of the time to EMEA, LATAM, and APAC.
  • Willingness to work in an office in Northridge, CA in a hybrid setting.
  • Successfully complete background investigation and drug screen as a condition of employment.

What We Offer

  • Competitive wellness benefits and 401K Retirement Savings plan.
  • An inclusive and diverse work environment that fosters and encourages career development opportunities.
  • Flexible work schedule with a culture encouraging work-life integration and collaboration in a global environment.
  • Professional development opportunities through HARMAN University's business and leadership academies and extensive course catalog.
  • Tuition Reimbursement.
  • Access to employee discounts on world-class HARMAN products (JBL, Harman/Kardon, etc.).
  • "Be Brilliant" employee recognition and rewards program.
  • An inclusive and diverse work environment that fosters and encourages professional and personal development.
Pay Transparency
$ 82,500 - $ 121,000
Dependent on the position offered, other forms of compensation are also available, such as bonuses or commission.
Pay is based on a wide range of factors, including, without limitation, skill set, experience, training, location, and business need. While the above range is a reasonable estimate of the wage range for this position, please note the disclosed range estimate has not been adjusted for the applicable geographical differential associated with the location where the position may be filled.
Benefits
HARMAN is interested in the health and wellbeing of you and your family and offers a range of benefits designed to support your needs for holistic wellbeing. Benefits and perks may vary depending on the nature of your employment with HARMAN, and may include paid vacation and holidays, paid sick leave, volunteer leave, and paid bonding and care giver leave. Employees may also be eligible to participate in comprehensive medical, dental, and vision plans, fertility support and adoption assistance, Health Savings and Flexible Spending Accounts, retirement savings plan with employer match, short and long term disability coverage, life insurance, and more.
You Belong Here
HARMAN is committed to making every employee feel welcomed, valued, and empowered. No matter what role you play, we encourage you to share your ideas, voice your distinct perspective, and bring your whole self with you - all within a support-minded culture that celebrates what makes each of us unique. We also recognize that learning is a lifelong pursuit and want you to flourish. We proudly offer added opportunities for training, development, and continuing education, further empowering you to live the career you want.
About HARMAN: Where Innovation Unleashes Next-Level Technology
Ever since the 1920s, we've been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected.
Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today's most sought-after performers, while our digital transformation solutions serve humanity by addressing the world's ever-evolving needs and demands. Marketing our award-winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.
If you're ready to innovate and do work that makes a lasting impact, join our talent community today!
Important Notice: Recruitment Scams
Please be aware that HARMAN recruiters will always communicate with you from an '@harman.com' email address. We will never ask for payments, banking, credit card, personal financial information or access to your LinkedIn/email account during the screening, interview, or recruitment process. If you are asked for such information or receive communication from an email address not ending in '@harman.com' about a job with HARMAN, please cease communication immediately and report the incident to us through: harmancareers@harman.com.
HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.HARMAN attracts, hires, and develops employees based on merit, qualifications and job-related performance.(www.harman.com)
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