Manager, Customer Experience Operations

OVERVIEW

The Customer Experience Manager is responsible for leading day-to-day Customer Experience operations and driving continuous improvement to improve performance and customer experience.

The company's mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Operational Leadership:

  • Leads day-to-day Customer Experience operations including order management, consignment processing, billing, and resolution.
  • Translate business objectives into scalable operational execution.
  • Identify systemic issues and implement sustainable solutions.

• Organizational Leadership & Team Development:

  • Lead, develop, and scale a high-performing Customer Experience team with a focus on developing customer first mindset across the team.
  • Coach team members in Lean thinking, structured problem solving, and data-driven decision making.
  • Foster a supportive, high-accountability culture focused on engagement and continuous improvement.

• Operational Excellence & Process Transformation:

  • Drive continuous improvement initiatives using Lean methodologies (Kaizen, A3, 5 Whys).
  • Execute Lean Daily Management practices within CX.
  • Establish and enforce standard work across all CX processes.
  • Identify and eliminate waste, reduce cycle time, and improve quality through structured problem solving.

• Workforce Management & Capacity Planning:

  • Provide input on workforce planning, staffing needs, and team structure.
  • Align resources with demand and support business growth.
  • Drive productivity improvements through data-driven workforce practices.

• Quality, Analytics & Performance Management:

  • Track and manage performance against established KPIs and dashboards.
  • Use data to perform root cause analysis and drive sustained improvements.
  • Ensure closed-loop problem solving to prevent recurrence of issues.
  • Reinforce accountability through transparent performance tracking.

• Cross-Functional Leadership:

  • Partner with cross-functional teams to resolve operational issues.
  • Aid in driving alignment across onboarding, field support, and issue resolution.

• Customer Strategy & Client Relations:

  • Reinforce customer-first behaviors across the team.
  • Escalate customer insights and trends to leadership.
  • Strengthen alignment between customer expectations and internal execution.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• 5-8 years of Customer Service experience and with at least 3 years of leadership in Customer Service, Shared Services, or BPO environments.
• Deep expertise in Lean methodology (Kaizen, A3, LDM, standard work).
• Strong capability in operational excellence, organizational development, and process transformation.
• Expertise in quality analytics, workforce management, and client relations.
• Proven ability to coach and scale Lean capabilities across teams.
• Strong analytical, strategic thinking, and leadership skills.

SUPERVISORY RESPONSIBILITIES

• This role will oversee a diverse team of Customer Experience and Customer Support professionals across varying levels of experience and tenure.
• Provide proper daily and weekly scheduling to comply with rest, meal, and overtime policies. Notify employees of schedule changes providing reasonable notice.
• Review and approve departmental timecards to ensure employee’s time is accurately recorded and complete according to the Company’s Meal and Rest Break Policies.
• Address discrepancies in time entries promptly, work with employee to resolve errors and submit timecard approvals each week by payroll deadline.
• Enforce employee compliance with company meal and rest break requirements, ensure
• Monitor and prevent off-the-clock work during breaks and outside of working hours.
• Train team members on timekeeping systems and break policies.
• Communicate expectations regarding attendance, punctuality, labor compliance and take corrective action as needed.

EDUCATION, EXPERIENCE, and TRAINING

• Bachelor’s degree required; MBA preferred.
• Proven success in scaling operations, applying Lean methodologies, and improving customer satisfaction and retention.
• Medical device or regulated industry experience preferred.
• Training to be completed per the training plan for this position as maintained in the document control system.

CERTIFICATES, LICENSES, REGISTRATIONS

• N/A

COMPUTER SKILLS

• MS Office Suite
• Smartsheet
• PowerBI.
• Electronic Quality Management Systems (QAD preferred)