Director of Customer Experience

The Director of Customer Experience is responsible for developing and overseeing customer service, order management, and sales support strategies to deliver exceptional customer experience. This leader will ensure continuity of customer-facing operations and foster relationships that drive organizational growth and customer satisfaction.

Responsibilities

• Lead and manage customer service and order management teams, ensuring high performance and adherence to customer satisfaction goals.
• Develop and implement strategies to enhance customer experience across onboarding, account management, and product education.
• Collaborate with internal teams to address and resolve customer issues, including inventory and service-related challenges.
• Ensure timely and accurate product shipments to meet customer expectations.
• Establish and monitor key performance indicators (KPIs) to evaluate service quality, turnaround times, and issue resolution.
• Drive process improvement initiatives to optimize customer-facing operations and workflows.
• Partner with cross-functional departments to ensure alignment on account management, inventory reconciliation, and consignment items.
• Support integration efforts for customer experience functions during acquisitions, ensuring a seamless transition for customers and staff.
• Represent the company at customer-focused events and conferences to strengthen relationships and advocate for organizational values.
• Provide business after-hours or on-call support remotely or on-site as needed for operations support, environmental monitoring alarms, personnel issues, and / or emergency events.
• Direct and oversee department training program for new employee onboarding.
• Maintain understanding of relevant industry practices, trends, and regulatory developments to appropriately guide the practices within the organization.
• Continuously drive operational excellence and process optimization.
• Build and maintain long-lasting, strong relationships with customers, vendors, and suppliers.
• Maintain a working knowledge of FDA 21 CFR 1271, FDA 21 CFR 820, AATB standards, ISO Standards, cGMP / CGTP, other relevant regulations / standards, and internal organizational policies and standard operating procedures.
• Review and approve reimbursement requests for operational staff.
• Manage direct reports.
• Provide constructive feedback and guidance to develop leadership in direct reports and department management.
• Establish and monitor objective annual goals for direct reports.
• Conduct performance reviews and establish performance improvement plans as needed.
• Recruit, interview, and select personnel for hire.
• Travel domestically up to 25% to attend offsite meetings, conferences, and support business initiatives.
• Ensure acceptable attendance, punctuality, and timely completion of tasks.
• Maintain flexibility to work outside of normal business hours during weekdays or weekends, as necessary, to meet operational needs and ensure business continuity.
• Perform other duties as assigned.

Skills

Qualifications / Requirements