Customer Experience Manager

Primary Responsibilities

• Lead all customer service activities, including order entry, order management, and customer communication
• Ensure on-time, accurate order processing while maintaining high responsiveness to customer inquiries
• Establish and drive KPIs related to customer experience, including order accuracy, cycle time, and customer satisfaction
• Serve as the escalation point for complex customer issues and ensure timely resolution
• Identify and implement process improvements to streamline order entry, reduce errors, and increase efficiency
• Lead the transition and adoption of new enterprise systems, ensuring alignment of processes, roles, and data
• Develop and standardize workflows, tools, and best practices across ATI and IMS customer service operations
• Partner with IT, sales, operations, and finance to improve end-to-end order-to-cash processes
• Partner with Inside Sales and Account Management teams with order execution and customer engagement
• Provide data-driven insights to leadership on customer trends, operational performance, and improvement opportunities

Required Experience, Education, Skills, Training And Competencies

• Bachelor’s degree in business, engineering, or a related field
• 5–7+ years of experience in customer service, sales operations, or order management in a B2B manufacturing environment
• Proven leadership experience managing and developing customer-facing teams
• Experience driving process improvements and leading operational change initiatives
• Strong understanding of order-to-cash processes and customer service operations
• Experience working with CRM and ERP systems (implementation or transformation experience strongly preferred)
• Strong analytical and problem-solving skills with the ability to use data to drive decisions
• Excellent communication, collaboration, and organizational skills
• Ability to work cross-functionally and influence without direct authority
• High attention to detail and ability to operate effectively in a fast-paced environment

Competencies

• Drives and Delivers Impact - Delivers Results, Action-Oriented, Prioritize, Executional Rigor
• Champions Customer Value Creation - Wins with Customers, Champions Customer Insights, Market Foresight, Innovation, Embraces the Novanta Growth System
• Embraces the Novanta Growth System - Continuous Improvement Mindset, Implements and leverages process and best practices to improve performance, Champions Growth, Stretch Goals
• Builds Inclusive Winning Teams - Eye for Talent, Mentors & Develops People, Manages Performance, Embraces Diversity
• Negotiating - Can negotiate skillfully in tough situations with both internal and external groups, settles differences with minimum noise, gains trust quickly of other parties to the negotiations, has a good sense of timing