Customer Experience Manager

About the role

Driven by a commitment to research, quality, and service, PDI provides innovative products, educational resources, training, and support to prevent infection transmission and promote health and wellness. Encompassing three areas—Healthcare, Sani Professional, and Contract Manufacturing—we develop, manufacture, and distribute leading-edge products for North America and the world. This role will lead the evolution of our Customer Care Team across a growing manufacturing and sales organization while building and fostering a highly engaged, collaborative, and customer-centric team culture of operational excellence.

Responsibilities

• Customer Experience Operations & Continuous Improvement:
  • Support and enhance customer experience processes to align with business goals across operations, sales, and distribution partner networks.
  • Develop and manage CX metrics and KPIs to measure service performance and customer satisfaction.
  • Continuously optimize the end-to-end order fulfillment process, identifying friction points and opportunities for differentiation.
  • Serve as escalation point for complex customer service issues, non-standard return requests, and critical customer concerns.
  • Promote a customer-focused culture within the Customer Care Team and cross-functional partnerships.
• Data-Driven Insights & Process Improvement:
  • Identify and implement process improvements to streamline Customer Care processes and incorporate automation that will improve customer experience and scorecard results.
  • Leverage internal and external data insights to develop actionable strategies to improve service levels, customer scorecards, and overall performance.
  • Implement solutions to transition customer-facing manual efforts to digital workflows.
• Associate Engagement & Performance Management:
  • Cultivate a customer experience-focused environment grounded in collaboration, accountability, and professional development.
  • Promote a high-performing, team-oriented culture where associate feedback is encouraged and valued.
  • Oversee performance management, training initiatives, and adherence to standard operating procedures (SOPs).
  • Foster a culture of continuous improvement to streamline processes across order-to-cash, fulfillment, and after-sales support.
• Cross-Functional Collaboration:
  • Partner with Sales, Supply Chain, Planning, Operations, Quality, Finance, and Product Management to align customer commitments with operational execution.
  • Communicate customer feedback, service trends, and supply concerns to key stakeholders to support informed decision-making.
  • Support strategic initiatives and cross-functional projects focused on improving customer outcomes and business performance.

Key Competencies

• Customer-Centric Mindset: Deep commitment to understanding and advocating for customers.
• Analytical Thinking: Ability to translate complex data into clear insights and actions.
• Collaborative Leadership: Builds trust and alignment across teams and functions.
• Change Agility: Comfortable driving transformation in a dynamic environment.
• Communication Excellence: Clear, persuasive communicator with all levels of the organization.
• Engagement Focus: Actively fosters a positive, inclusive, and motivated workplace culture.

Performance Measurements

• Measurable improvement in customer and distributor satisfaction with scorecard alignment.
• Increased alignment across departments around customer priorities.
• Effective use of Microsoft Dynamics 365 to drive visibility, efficiency, and insight.
• High levels of associate engagement and team performance.
• Scalable, data-driven CX processes embedded across the organization.
• Document continuous improvement initiatives that enhance service and compliance.

Qualifications

• Education/Certification: Bachelor’s Degree or equivalent relevant experience preferred.
• Required Knowledge: Proficient in Microsoft Office Suite, with a focus on Excel. Strong knowledge of Inventory Management Systems.
• Experience Required: 10+ years of experience in Customer Service or Sales Administration position.
• Skills/Abilities:
  • Ability to multitask and organize workload efficiently.
  • Excellent follow-up skills, customer focused and company focused.
  • Ability to manage associates with various skills in a positive manner.
  • Ability to identify areas for improvement and provide training and developmental strategies to strengthen skills.
• Working Conditions: No hazardous or significantly unpleasant conditions. Applicants must be legally authorized to work in the United States without the need for current or future employer-sponsored visa sponsorship.

Pay

$105,000 - $120,000 annually, plus bonus