Customer Experience Manager

Novanta Inc.•Apex, NC

17d

About The Position

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing—improving productivity, enhancing people’s lives and redefining what’s possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications—from minimally invasive surgery to robotics to 3D metal printing. Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta. This position supports Novanta’s Robotics & Automation businesses, including ATI Industrial Automation and Novanta IMS. These teams develop industry-leading solutions spanning robotic end-of-arm tooling, force/torque sensing and integrated stepper motors that enable high-performance automation systems across a wide range of industries. Summary The Customer Experience Manager is responsible for leading the Customer Service organization supporting ATI and Novanta IMS product lines. This role drives excellence across the entire order-to-fulfilment experience, ensuring accurate, timely, and high-quality interactions with customers. This leader will oversee daily operations, develop team capability, and implement process improvements that enhance efficiency, scalability, and customer satisfaction. A key component of this role is leading the operational readiness and adoption of a new enterprise system, ensuring processes, tools, and teams are aligned for long-term success. The ideal candidate combines strong people leadership with operational rigor and a passion for continuous improvement in a fast-paced, technical B2B environment.

Requirements

Bachelor’s degree in business, engineering, or a related field
5–7+ years of experience in customer service, sales operations, or order management in a B2B manufacturing environment
Proven leadership experience managing and developing customer-facing teams
Experience driving process improvements and leading operational change initiatives
Strong understanding of order-to-cash processes and customer service operations
Experience working with CRM and ERP systems (implementation or transformation experience strongly preferred)
Strong analytical and problem-solving skills with the ability to use data to drive decisions
Excellent communication, collaboration, and organizational skills
Ability to work cross-functionally and influence without direct authority
High attention to detail and ability to operate effectively in a fast-paced environment
Competencies: Drives and Delivers Impact - Delivers Results: Does what it takes in order to consistently meet expectations. Action-Oriented: Approaches work with a sense of urgency and drive. Prioritize: Identifies the vital few and focuses resources and energy on the most impactful tasks. Executional Rigor: Uses metrics to measure progress and inform decision-making.
Competencies: Champions Customer Value Creation - Wins with Customers: Delivers innovative solutions that help customers differentiate themselves. Champions Customer Insights: Seeks feedback and utilizes VOC in order to optimize value. Market Foresight: Employs business acumen and market intelligence to anticipate trends. Innovation: Skilled at enabling and pursuing breakthrough innovation that customers need.
Competencies: Embraces the Novanta Growth System - Continuous Improvement Mindset: Actively seeks opportunities to improve upon the current state. Novanta Growth System: Implements and leverages process and best practices to improve performance. Champions Growth: Enthusiastically develops and embraces best practices in order to drive continuous growth for self and others. Stretch Goals: Takes calculated risks, balancing stretch and strain, to test the limits of what is possible.
Competencies: Builds Inclusive Winning Teams - Eye for Talent: Consistently hires, promotes and exports talented individuals. Mentors & Develops People: Builds organizational capability by investing in the development of people. Manages Performance: Sets clear expectations and holds people accountable for performance. Embraces Diversity: Builds inclusive teams of diverse individuals that find the best solutions together.
Negotiating - Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.

Nice To Haves

implementation or transformation experience strongly preferred

Responsibilities

Lead all customer service activities, including order entry, order management, and customer communication
Ensure on-time, accurate order processing while maintaining high responsiveness to customer inquiries
Establish and drive KPIs related to customer experience, including order accuracy, cycle time, and customer satisfaction
Serve as the escalation point for complex customer issues and ensure timely resolution
Identify and implement process improvements to streamline order entry, reduce errors, and increase efficiency
Lead the transition and adoption of new enterprise systems, ensuring alignment of processes, roles, and data
Develop and standardize workflows, tools, and best practices across ATI and IMS customer service operations
Partner with IT, sales, operations, and finance to improve end-to-end order-to-cash processes
Lead, coach, and develop a team of Customer Service representatives
Set clear performance expectations and manage team KPIs and accountability
Conduct regular performance reviews and provide ongoing feedback and development plans
Foster a high-performing, collaborative, and customer-focused team culture
Partner with Sales, Operations, Production, Quality, and Finance to ensure alignment on customer commitments
Support Inside Sales and Account Management teams with order execution and customer engagement
Provide data-driven insights to leadership on customer trends, operational performance, and improvement opportunities
Analyze performance data to identify trends, bottlenecks, and root causes
Implement continuous improvement initiatives to enhance customer experience and operational efficiency
Support audit requirements (SOX, ISO) and ensure compliance with internal policies and procedures