Manager, Customer Experience

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Job Description

Job Description Summary

The Manager, Customer Experience is responsible for delivering world-class customer interactions across all PureWick support channels, including the Nurse Support Program. This role supports the execution of the CX strategy by maintaining high levels of customer satisfaction and NPS, driving continuous improvement, testing and implementing service policies, overseeing customer operations to meet Service Level Agreements, and handling executive escalations.

• Ensure the delivery of white-glove, personalized support through phone, email, chat, SMS, social media, and Nurse Support Program.
• Track vendor performance against KPIs, conduct root cause analysis for variances, and implement corrective actions
• Drive customer satisfaction and loyalty through achieving top quartile levels of NPS.
• Deep dive on promoter and detractor analysis and other available metrics and insights to support continuous improvement.
• Build customer relationships based on trust by demonstrating empathy, patience, and professionalism, especially with escalated customer interactions and executive escalations.
• Manage customer onboarding, retention and loyalty programs.
• Communicate promotions and journeys to the Customer Care team.
• Support training delivery for new products, services or systems as needed.
• Perform Quality monitoring, participate in calibrations and. ensure process adherence.

• Bachelor's degree in business or related field, or equivalent experience
• 5+ year experience in Customer Support.
• 3+ year experience leading a Customer Support team
• Analytical skills to deep dive in KPI's and customer insights
• Experience with Contact Center software and tools.
• Experience working with multi-channel customer support (phone, email, chat, social).
• Exceptional verbal and written communication skills with the ability to simplify complex concepts. Native English speaker.
• High empathy, emotional intelligence, and a passion for helping others.
• Strong problem-solving skills and comfort with technical troubleshooting.
• Ability to work in a regulated environment and handle sensitive health information responsibly.
• Urology, incontinence, and PureWick experience is a plus.
• Multi-task oriented. Able to manage multiple customers with strong organizational skills. Able to assess problems and overcome objections.
• Professional attitude and appropriate business judgment in all aspects of this position.
• Experience managing contact center vendors preferred

• Ability to read and comprehend detailed instructions, business correspondence and memos. Ability to compose basic correspondence. Ability to effectively present information in a one-on-one or small group situations. Native English speaker.

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, fractions and decimals

• Must have the ability to solve practical problems and deal with a variety of situations where limited direction has been given. Ability to interpret a variety of instructions furnished in written or oral format.
• Ability to make decisions on the spot and recommend a course of action

• Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior is consistent with these standards and aligns with the values of the organization
• Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization.
• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
• Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities.