Customer Experience Program Manager

3 weeks ago

Brea, California, United States enVista Full time
Job Title: Customer Experience Program Manager Job Summary: We are seeking a highly motivated and experienced Customer Experience Program Manager to join our team at enVista. As a key member of our Customer Experience team, you will play a crucial role in enhancing our customers' experience by ensuring exceptional service at all touchpoints. Key Responsibilities: * Develop and administer surveys and interview templates to gather continuous customer feedback * Conduct in-person visits to understand customers' businesses and identify opportunities for improvement * Collaborate with the Ormco NA Sales Team to gather feedback and identify areas for improvement * Use data to identify gaps in the customer journey and work with the analyst team to address them * Lead cross-functional teams to close gaps in the customer experience * Evaluate feedback from various sources and prioritize actions based on their impact on the customer experience * Partner with the Customer Experience management team to review current workflows and implement changes based on customer and sales feedback * Work closely with product management to integrate the voice of the customer into the development of Ormco products Requirements: * Minimum 5+ years of relevant experience in a customer service leadership role or a role driving cross-functional process improvement * Bachelor's degree in Business Administration, Healthcare Management, or related field * Ability to travel domestically up to 15% * Must reside within a commutable distance to Brea, CA (Corp office) Preferred Skills: * Excellent communication and interpersonal skills * Strong leadership abilities with a focus on cross-functional collaboration * Intermediate knowledge of Microsoft Office tools, particularly Excel * Knowledge of the orthodontic industry is a plus Physical Demands: The physical demands described here must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Target Market Salary Range: Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At enVista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans. Operating Company: Spark The SparkTM Clear Aligner System is manufactured by OrmcoTM, a global leader in innovative orthodontics products. Spark aligners are made with TruGENTM, the latest innovation in clear aligner material. In the same way that Spark is designed to give orthodontists more control and flexibility, our careers are designed to give you more control and flexibility. Working at the intersection of technology and patient needs, you'll be positioned to drive disruptive thinking and spark your career. Equal Opportunity Employer: enVista and all enVista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

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