Customer Experience Manager
About The Position
QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic. Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all. The Role The Manager, Customer Engagement owns the strategy and execution of integrated customer engagement programs across North America, translating commercial priorities into measurable customer action. This role serves as a key link between commercial strategy and customer experience, leading end-to-end programs—from planning through optimization—that drive engagement and support commercial growth. As part of the GBSC team, the Manager is accountable for delivering high-impact initiatives (e.g., experience centers, demos, and user programs) and ensuring they are aligned to business goals and optimized through performance insights. This position is onsite in Rochester, NY
Requirements
- BS degree in Communications or Marketing
- 5+ years' experience in developing and managing complex marketing programs, including execution and measurement
- Experience working within a highly regulated healthcare, diagnostics, medical device, or life sciences environment
- Excellent writing, editing and proofreading skills
- Excellent project management skills and ability to work independently while managing multiple projects at once and meeting deadlines
- Demonstrated ability to influence cross-functional teams without direct authority
- Strong presentation and stakeholder management skills
- Experience managing agencies, vendors, and external partners
- Familiarity with CRM, marketing automation, and campaign analytics platforms
- Proficient in Microsoft Suite of products, including Excel, Word, PowerPoint
- Proven leadership, collaboration, organizational, and project coordination skills
- Up to 25% travel, which includes airplane, automobile and overnight hotel stays
- This position is not currently eligible for visa sponsorship
Responsibilities
- Own the strategy and execution of customer engagement programs across all lines of business (Clinical Labs, Transfusion Medicine, POC, MDx), ensuring alignment to commercial priorities.
- Lead the development and optimization of customer experience center and field-based engagement programs, setting standards for delivery while overseeing execution and cross-functional coordination.
- Develop and manage end-to-end demo and reference site programs, including program strategy, performance tracking, and continuous improvement to increase adoption and impact.
- Partner cross-functionally to deliver integrated regional events, trade shows, and customer engagements.
- Define and track program KPIs, delivering regular, insight-driven reporting to inform decisions and optimize engagement effectiveness.
- Manage program budgets and external partners, ensuring efficient resource allocation and high-quality execution.
- Perform other work-related duties as assigned
Benefits
- medical, dental, vision, life, and disability insurance
- 401(k) plan
- employee assistance program
- Employee Stock Purchase Plan
- paid time off (including sick time)
- paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
