The Manager, Customer Experience is responsible for delivering world-class interactions across all PureWick support channels including the Nurse Support Program
Job Summary
The Manager, Customer Experience is responsible for delivering world-class interactions across all PureWick support channels including the Nurse Support Program.
This role requires leading projects cross-functionally to drive customer satisfaction, retention, and loyalty while maintaining top quartile NPS levels.
BD prioritizes on-site collaboration with a requirement of at least 4 days per week in the office to foster creativity and innovation.
Matching Summary
The Manager, Customer Experience is responsible for delivering world-class interactions across all PureWick support channels including the Nurse Support Program.
Skills & Requirements
Must-have
5+ years customer support experience
3+ years team leadership experience
Multi-channel contact center management
KPI and NPS analysis skills
Vendor performance tracking
Nice-to-have
Urology or incontinence product knowledge
PureWick system experience
High empathy and emotional intelligence
Technical troubleshooting comfort
Regulated healthcare environment experience
Key Requirements
Bachelor's degree in business or related field
Native English speaker
Experience managing contact center vendors
Ability to work in regulated healthcare environment