Job Description

Role Overview

The Customer Experience Manager is responsible for leading the end-to-end customer journey across Sales and Support functions, ensuring operational excellence, high-quality service delivery, and alignment between customer experience and business outcomes. This role drives performance through KPIs, SLAs, QA standards, and cross-functional coordination. The role operates within a regulated healthcare environment and is expected to uphold patient safety, data privacy, and clinical compliance standards at all times.

Key Responsibilities

1. Customer Journey Ownership

• Own end-to-end customer experience across Sales and Support
• Ensure consistent service quality across all touchpoints
• Identify and remove friction points in the customer journey
• Ensure all customer interactions meet applicable healthcare regulations and patient safety requirements (e.g. HIPAA, local health authority ...