Manager, Digital CX CRM/Telephony

Job Overview

The Manager, Digital CX (CRM/Telephony) is responsible for leading digital customer experience initiatives that improve ease of doing business, service efficiency, and data-driven decision-making. This role oversees customer service processes related to CRM and Telephony capabilities to ensure consistent, high-quality digital interactions.

Key Responsibilities

• Lead digital customer experience (CX) strategy and execution for US Customer Service related to CRM and Telephony platforms.
• Oversee performance, adoption, and optimization of the CRM and Telephony platforms.
• Drive governance, enhancements, and user experience improvements in partnership with IT and business stakeholders.
• Develop and analyze customer insights and performance metrics to identify trends, risks, and improvement opportunities.
• Partner with Customer Service, Sales, Finance, Supply Chain, and Global Services teams to align digital CX solutions with business needs.
• Lead continuous improvement initiatives to increase digital adoption, reduce manual effort, and improve service outcomes.
• Ensure compliance with internal controls, data governance standards, and applicable policies.
• Support roadmap development, prioritization, and implementation of digital CX capabilities.
• Prepare and deliver insights, recommendations, and performance updates to leadership.

Qualifications

• Education: Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field. Master’s degree (MBA or equivalent) preferred.
• Experience: 6–8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions. Experience leading programs, platforms, or teams focused on digital enablement or CX improvement.
• Skills: Strong analytical skills with experience leveraging data and insights to drive decisions. Experience with CRM, Telephony, or digital ordering platforms preferred. Familiarity with ERP or customer analytics tools. Experience in a regulated industry such as medical devices, healthcare, or life sciences preferred. Experience driving digital adoption and change management. Knowledge of Lean, Six Sigma, or continuous improvement methodologies. Demonstrated ability to manage complex, cross-functional initiatives in a matrixed environment. Excellent written, verbal, and presentation communication skills. Ability to translate business needs into actionable digital solutions.

Required Skills

• Consulting
• Customer Centricity
• Customer Relationship Management (CRM)
• Customer Satisfaction
• Customer Support Operations
• Customer Support Platforms
• Customer Support Policies and Procedures
• Customer Support Trends
• Emotional Intelligence
• Fact-Based Decision Making
• Performance Measurement
• Process Improvements
• Process Optimization
• Quality Services
• Technical Credibility
• Technical Support

Pay Range

The anticipated base pay range for this position is: $102,000.00 - $177,100.00.