Senior Manager of Global Customer Experience - Remote

Working Location: CALIFORNIA, SAN JOSE; Nationwide

Are you looking for a company that cares about people's lives and health, including yours? At Olympus, we help make people's lives healthier, safer and more fulfilling, every day.

Let's inspire healthier lives, together.

Job Description

The Senior Manager of Customer Experience will be responsible and accountable for all CSAT Measurement and Tracking to meet or succeed Customer Service requirements to ensure Olympus can execute with actionable data to obtain Center of Excellence. This position will partner cross-functional departments to create and deliver a strategy for a positive Customer Experience measured through expansion, retention, and renewal metrics, including training.

The Sr. Manager of Customer Experience shall have direct accountability oversight and understanding of flows of calls through IVR, Email, Portal, Fax and scripts, to serve as a liaison and work collaboratively with Training, IT, Telecomm and Operations. This new role will develop and drive strategic accountability and quality oversight of Olympus Customer engagement via call recording, e-mail documentation and Portal scripting review. Collaboration with Olympus key Market Quality and Service departments. Facilitate weekly, monthly and quarterly business review with key functions to include Customer Service, MDR, Investigation, Technical Service.

Job Duties

* Map the customer's journey and identify opportunities to proactively intervene on the Customers behalf and champion opportunities for continuous improvement.

* Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.

* Perform analysis of actionable data and build dashboard to ensure Olympus is meeting industry standards for customer satisfaction and approval rating that place this organization at a center of excellence.

* Design & improve all aspects of the customer experience of their engagement from cradle to grave to including support tools, organizational design, and process.

* Develop global communities of excellence for customer experiences and driving regional accountability and leadership support for value creation.

* Be a customer advocate and partner with Service, TAC, MDR and Investigation departments.

* Experience leading and developing business cases for transformation globally.

* Ability facilitate and work across all levels of the organization and throughout the company Experience leading and developing business cases for transformation.

* Manage change at all levels of the organization and throughout the company and lead and develop business cases for transformation.

* Build foundational quality processes, disciplines, and drive sustained execution through every step of the customer journey.

Job Requirements

REQUIRED QUALIFICATIONS:

* Bachelor's degree in Business, communications. Equivalent years of experience in the business operation field and or medical device.

* Minimum of 10 years of experience in leading customer service and/continuous improvement via actionable data for a midsize to large scale global medical device manufacturer.

* Up to 50% domestic travel, occasional international travel may be required.

PREFERRED QUALIFICATIONS:

* Managing a large volume call center and customer journey mapping projects.

* Building or supporting differentiated tiers of service or unique customer segments.

* Supporting customers in a 24x7x365 environment.

* Hands-on experience with service and support workflow tools such as ServiceNow, SFDC, Veeva, Oracle Zendesk.

* Measure, test, analyze, build, and standardize CSAT quality processes, keeping an eye on equipment efficiencies and product flow to dramatically improve organizational performance.

* Strong communication skills, expresses ideas fluently and logically, is open to input and can be depended on for truthfulness.

* Creates an atmosphere of openness and trust, collaborates, offers support and encouragement. Passionate about customer service excellence.

* * The anticipated compensation range for this position is $123,000 to $173,000 USD annually and the compensation offered will depend on the candidate's qualifications.

We realize work isn't just a job to you.

It's a big part of your life, but not the only part. That's why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks - so you can be ready for where life can take you.

Olympus requires all new hires to be "fully vaccinated" against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.

Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people's lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.

Olympus' Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce overall costs, and enhance the quality of life for patients. Olympus' Medical portfolio includes endoscopes, laparoscopes, and video imaging systems, as well as surgical energy devices, system integration solutions, medical services, and a wide range of endotherapy instruments for endoscopic and therapeutic applications. For more information, visit www.olympus-global.com.

OlympusTrue To You. True To Society. True To LIFE.

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Posting Notes: || United States (US) || California (US-CA) || San Jose ||

Nearest Major Market: San Jose

Nearest Secondary Market: Palo Alto

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