Customer Experience Manager Job at Avanos

Job Description

As Customer Experience Manager, you will lead a growing team of Customer Experience Analysts focused on enhancing the end-to-end customer and patient journey. This role serves as a unifying leader across multiple customer touchpoints, overseeing escalations from outsourced teams, driving performance through data, and removing friction from the customer experience. With a dual focus on operational excellence and customer-centric strategy, this individual will build structure, define metrics, and execute process improvements that drive accountability, efficiency, and an exceptional customer experience.

Job Responsibility

Lead, coach, and develop a team of Customer Experience Analysts who serve as escalation points for both commercial and patient service operations
Establish performance standards, define measurable goals, and ensure team alignment with department KPIs and strategic objectives
Foster a culture of collaboration, ownership, and customer-first problem solving
Define the short- and long-term vision for customer experience excellence within the Service Center and Patient Care channels
Drive consistency in the way customer issues are escalated, diagnosed, resolved, and analyzed
Champion a proactive experience model by identifying root causes and implementing scalable improvements
Collaborate with key stakeholders across Sales, Planning, Marketing, Distribution, IT, and Compliance to advocate for the voice of the customer
Participate in strategic corporate initiatives such as product launches, acquisitions, and system enhancements
Support continuous improvement by embedding feedback loops and customer insights into internal planning
Develop and monitor real-time metrics for customer effort, NPS, and issue resolution
Use analytics and dashboards to identify patterns in escalations, uncover inefficiencies, and drive performance improvements
Ensure alignment with quality control standards, compliance (HIPAA, FDA, PCI), and standard operating procedures
Serve as the final escalation point for high-impact customer issues requiring cross-functional coordination or executive visibility
Guide Analysts in conducting thorough investigations and delivering timely, empathetic resolutions
Manage complex order-to-cash (SAP) and customer relationship (Salesforce.com) cases with precision and urgency
Lead the evolution of the Customer Experience Analyst function and team structure
Design and implement playbooks, escalation matrices, and communication protocols
Drive the adoption of new tools, technologies, and reporting structures to improve customer touchpoints

Requirements

Bachelor’s degree or equivalent relevant experience
7+ years of progressive customer service or experience leadership
At least 3 years managing direct reports
Proven success in driving customer satisfaction initiatives and managing escalations at scale
Strong knowledge of SAP (Order-to-Cash), Salesforce.com (Service Cloud), and customer experience metrics

Nice to have

Background in medical devices, healthcare delivery, or patient-centric service environments
Experience managing a team supporting both domestic and international customers
Familiarity with HIPAA, FDA, and healthcare compliance regulations
Experience designing workflows or leading CRM/ERP transformation initiatives
Certification in Customer Experience (e.g., CCXP) or Lean Six Sigma is a plus

What we offer

Incentive compensation program
Comprehensive and competitive range of benefits
Health care benefits
Retirement plans
Work/life benefits
Generous 401(k) employer match of 100% of each pretax dollar you contribute on the first 4% and 50% of the next 2% of pay contributed with immediate vesting
Benefits on day 1
Free onsite gym
Onsite cafeteria
Uncapped sales commissions

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Customer Experience Manager

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