Customer Experience Manager

Sirtex•Woburn, MA

1d•$100,000 - $126,000

About The Position

The Customer Experience Manager is responsible for leading and optimizing the customer experience focusing on customer contact points (order entry & delivery), ensuring accuracy, responsiveness, and a seamless experience for both internal and external stakeholders. This role drives a customer-centric strategy that balances operational excellence, regulatory compliance, and commercial effectiveness within a highly regulated environment. NOTE: The expected hours of work for this position are M-F from 8:00 AM - 5:00 PM

Requirements

Bachelor’s degree in Business, Operations, Supply Chain, or related field preferred.
7–10+ years of progressive experience in customer service, logistics, order management, or operations.
3–5+ years of leadership experience managing teams.
Knowledge of what "best in class" looks like in customer service, with the ability to identify gaps and the actions that need to be taken to elevate from current state to best in class
Experience in a regulated industry (medical device, pharmaceutical, or life sciences preferred).
Exceptional communication skills, with the ability to effectively engage, influence, and present information to stakeholders at all levels of the organization, including senior leadership.
Strong organizational and prioritization skills, with a proven ability to manage multiple competing priorities in a fast-paced, high-demand environment while maintaining accuracy and attention to detail.
Demonstrated ability to translate data into actionable insights, supporting continuous improvement and customer experience enhancements.
Resilient and adaptable, able to navigate ambiguity, shifting priorities, and tight timelines with a solutions-oriented mindset.

Responsibilities

Lead the U.S. Customer Experience team to deliver responsive, high-quality support to customers and internal stakeholders and oversee the full order to fulfillment lifecycle.
Establish service standards and ensure consistent execution across all customer touchpoints.
Foster a customer-centric culture focused on accountability, responsiveness, and problem-solving.
Ensure ERP integrity, licensing validation, compliance controls, and process standardization.
Develop and execute a customer experience strategy aligned with business objectives and growth priorities.
Establish and monitor key performance indicators (KPIs) to measure service levels, including customer satisfaction surveys, team responsiveness, and performance scoring of troubleshooting work.
Identify opportunities to enhance customer journey, reduce friction points, and improve overall experience.
Serve as an escalation point for complex customer issues, ensuring timely and effective resolution.
Provide insights and recommendations to leadership based on customer trends, feedback, and performance data.
Oversee the full order lifecycle from order entry through fulfillment confirmation and customer consumption.
Ensure accuracy and integrity of order processing within ERP systems, including pricing, contracts, and compliance requirements.
Partner with cross-functional teams to resolve order-related issues, including billing, product availability communication, and documentation.
Maintain strong controls around licensing, regulatory compliance, and audit readiness.
Drive process standardization and continuous improvement across order management workflows.