Customer Experience Supervisor

Novanta•Irvine, CA

16h

About The Position

As a Customer Experience Supervisor within Novanta’s Positioning Solutions business, you will lead and develop a team of Customer Care Representatives supporting customers who use Novanta’s precision motion and positioning technologies for life sciences, medical, imaging, and automation applications. You will foster accountability, collaboration, and continuous improvement while ensuring responsive, solutions-focused customer support. Working with Sales, Operations, Engineering, and Supply Chain, you will drive customer satisfaction through effective order management, issue resolution, and service excellence across the customer lifecycle. Your leadership will contribute to operational performance, customer retention, and the growth of the Positioning Solutions business. Developing talent, driving continuous improvement, and embracing AI-enabled technologies will help strengthen customer loyalty and improve operational excellence. Positioning Solutions is part of Novanta’s Precision Medicine portfolio. It provides precise motion and positioning technologies used in life science, medical, imaging, and analytical instrumentation applications, helping OEM customers achieve accurate movement, focus, and alignment in complex systems.

Requirements

Proven ability to lead, coach, and develop teams through clear expectations, performance management, accountability, engagement, and continuous learning.
Demonstrated success delivering exceptional customer experiences, building trusted customer relationships, and driving customer satisfaction, retention, and service quality.
Strong analytical, problem-solving, and organizational skills, with the ability to manage competing priorities, leverage data to guide decisions, and drive process improvements in a fast-paced environment.
Demonstrated ability to leverage business systems, data, reporting tools, automation, and AI-enabled technologies to improve team productivity, customer responsiveness, operational efficiency, and decision-making.
Ability to embrace new technologies, drive digital adoption, and use insights to enhance employee effectiveness and the customer experience.
Ability to remain in a stationary position for extended periods while working at a computer or on the phone.
Ability to operate standard office equipment.
Light physical effort, such as lifting up to 10 pounds, may be required.

Responsibilities

Lead, coach, and develop a team of Customer Care Representatives to deliver exceptional customer service, drive engagement, and achieve performance goals.
Oversee day-to-day customer care operations, including workload management, service execution, performance monitoring, and adherence to established service standards.
Resolve escalated customer issues by collaborating with customers and cross-functional teams to identify solutions, remove barriers, and ensure timely resolution.
Drive continuous improvement by leveraging customer insights, service metrics, and operational data to enhance team effectiveness, customer satisfaction, and overall business performance.