Customer Experience Manager

The Customer Experience Manager is responsible for leading and optimizing the customer experience focusing on customer contact points (order entry & delivery) ensuring accuracy responsiveness and a seamless experience for both internal and external stakeholders. This role drives a customer-centric strategy that balances operational excellence regulatory compliance and commercial effectiveness within a highly regulated environment.

NOTE: The expected hours of work for this position are M-F from 8:00 AM - 5:00 PM and the selected candidate will need to be onsite in the Woburn MA corporate headquarters

Customer Experience Strategy & Leadership

• Lead the U.S. Customer Experience team to deliver responsive high-quality support to customers and internal stakeholders and oversee the full order to fulfillment lifecycle.
• Establish service standards and ensure consistent execution across all customer touchpoints.
• Foster a customer-centric culture focused on accountability responsiveness and problem-solving.
• Ensure ERP integrity licensing validation compliance controls and process standardization.
• Develop and execute a customer experience strategy aligned with business objectives and growth priorities.
• Establish and monitor key performance indicators (KPIs) to measure service levels including customer satisfaction surveys team responsiveness and performance scoring of troubleshooting work.
• Identify opportunities to enhance customer journey reduce friction points and improve overall experience.
• Serve as an escalation point for complex customer issues ensuring timely and effective resolution.
• Provide insights and recommendations to leadership based on customer trends feedback and performance data.

Order Management & Execution (Order Entry & Delivery)

• Oversee the full order lifecycle from order entry through fulfillment confirmation and customer consumption.
• Ensure accuracy and integrity of order processing within ERP systems including pricing contracts and compliance requirements.
• Partner with cross-functional teams to resolve order-related issues including billing product availability communication and documentation.
• Maintain strong controls around licensing regulatory compliance and audit readiness.
• Drive process standardization and continuous improvement across order management workflows.

Qualifications :

• Bachelors degree in Business Operations Supply Chain or related field preferred.
• 710 years of progressive experience in customer service logistics order management or operations.
• 35 years of leadership experience managing teams.
• Knowledge of what best in class looks like in customer service with the ability to identify gaps and the actions that need to be taken to elevate from current state to best in class
• Experience in a regulated industry (medical device pharmaceutical or life sciences preferred).
• Exceptional communication skills with the ability to effectively engage influence and present information to stakeholders at all levels of the organization including senior leadership.
• Strong organizational and prioritization skills with a proven ability to manage multiple competing priorities in a fast-paced high-demand environment while maintaining accuracy and attention to detail.
• Demonstrated ability to translate data into actionable insights supporting continuous improvement and customer experience enhancements.
• Resilient and adaptable able to navigate ambiguity shifting priorities and tight timelines with a solutions-oriented mindset.

The target base salary range for this position will range from $100000 to $126000 annually. Individual compensation for this job requisition will be based on non-discriminatory factors including your geographic location skills experience education and other factors as they relate to the position requirements.  Actual compensation may vary depending on the confirmed job-related skills and experience.

In addition to the expected base compensation this role is eligible to participate in Sirtexs incentive programs (target bonus of 10% for this position) and benefit plans which include paid sick and vacation time health insurance and a generous 401k matching program.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Do you want to be part of something bigger A team whose impact stretches across the globe making a real difference to the quality of peoples lives.  Sirtex recognizes that well-being financial health and work-life balance are crucial for our employees to achieve personal success. 

Sirtex offers qualified candidates:

• Diverse and flexible work arrangements to achieve the optimum balance between work and personal responsibilities.
• A culture of respect diversity collaboration and innovation fostering inclusiveness and superior performance.
• Attractive compensation and benefit packages which are practical robust and equitable.
• A commitment to support ongoing professional growth through career development on the job experiences and training opportunities.
• Challenging work which supports the development of new and better ways to improve clinical outcomes for oncology treatment around the world.
• An unwavering commitment to company values employee safety and excellence in everything we do.  

Diversity drives innovation; inclusion fosters belonging growth and success. Sirtex believes that it takes multiple perspectives and voices to create a culture and workplace which fosters engagement teamwork and employee satisfaction to perform our best and deliver on commitments. We are dedicated to fostering an environment where all employees feel valued included and can share their ideas so that we can exceed even our own expectations.

Sirtex is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status age or any other characteristic protected under applicable law.  Sirtex will make reasonable accommodations for qualified individuals with known disabilities in accordance with applicable law.

Remote Work :

No

Employment Type :

Full-time