Job Description
Job Description
Role Overview
The Customer Experience Manager is responsible for leading the end-to-end customer journey across Sales and Support functions, ensuring operational excellence, high-quality service delivery, and alignment between customer experience and business outcomes. This role drives performance through KPIs, SLAs, QA standards, and cross-functional coordination. The role operates within a regulated healthcare environment and is expected to uphold patient safety, data privacy, and clinical compliance standards at all times.
Key Responsibilities
1. Customer Journey Ownership
- Own end-to-end customer experience across Sales and Support
- Ensure consistent service quality across all touchpoints
- Identify and remove friction points in the customer journey
- Ensure all customer interactions meet applicable healthcare regulations and patient safety requirements (e.g. HIPAA, local health authority ...