Overview
Are you passionate about delivering top-tier customer experiences in a cutting-edge industry? Our client seeks a Customer Experience Manager to lead and innovate within a global team dedicated to revolutionizing patient care through advanced healthcare solutions. If you thrive in a dynamic environment and excel at transforming customer interactions into seamless, impactful experiences—this position may be for you.
Key Benefits of This Role
Lead a high-performing global team in service, applications, and technical support.
Drive initiatives that enhance customer satisfaction and loyalty.
Collaborate across departments to create a unified customer journey.
Shape the future of service excellence in a mission-driven industry.
Primary Responsibilities
Customer Experience & Strategy:
Develop and execute innovative strategies to elevate customer satisfaction and engagement.
Implement cutting-edge tools to measure and analyze customer experience metrics—turning insights into action.
Be the voice of the customer—identify pain points and create proactive solutions.
Ensure seamless communication and coordination across teams to enhance the overall customer journey.
Team Leadership & Development:
Lead and mentor a global team across order fulfillment, service, applications, and technical support.
Provide training, resources, and infrastructure to set your team up for success.
Monitor performance metrics and implement continuous improvement initiatives.
Foster a culture of collaboration, accountability, and customer-first thinking.
Operational Excellence & Project Execution:
Oversee the end-to-end order realization process—from installation and upgrades to training, commissioning, and post-service support.
Optimize project management solutions to ensure on-time delivery and top-notch service.
Drive efficient service contract renewals and ongoing customer support.
Ensure all regulatory and quality documentation is completed accurately and promptly.
Quality & Continuous Improvement:
Champion a customer feedback loop—capturing insights and implementing process enhancements.
Streamline complaint resolution processes to ensure fast, effective problem-solving.
Maintain compliance with industry regulations while driving service innovation and efficiency.
Qualifications & Experience
Education: Bachelor’s degree in a relevant field required; advanced degree preferred.
Leadership Experience: 10+ years in a customer experience, service, or applications support role within the healthcare industry.
Team Management: Proven ability to lead and develop application support teams in a healthcare setting.
Communication Skills: Excellent communication and presentation abilities, with a knack for engaging technical and non-technical stakeholders.
Strategic & Analytical Mindset: Strong ability to analyze data, identify trends, and implement actionable improvements.
Why Join the Team?
Play a strategic leadership role in shaping customer experience within a groundbreaking industry.
Lead global initiatives that directly impact patient care and healthcare technology.
Be part of an innovative, mission-driven organization that values collaboration and excellence.
Work with cutting-edge medical technology that makes a real difference in patient outcomes.