Customer Experience Manager

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing clinical chemistry and transfusion medicine. We are more than 6000 strong and do business in over 130 countries providing answers with fast accurate and consistent testing where and when they are needed most home to hospital lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.

The Manager Customer Engagement owns the strategy and execution of integrated customer engagement programs across North America translating commercial priorities into measurable customer action.

This role serves as a key link between commercial strategy and customer experience leading end-to-end programsfrom planning through optimizationthat drive engagement and support commercial growth.

As part of the GBSC team the Manager is accountable for delivering high-impact initiatives (e.g. experience centers demos and user programs) and ensuring they are aligned to business goals and optimized through performance insights.

This position is onsite in Rochester NY

• Own the strategy and execution of customer engagement programs across all lines of business (Clinical Labs Transfusion Medicine POC MDx) ensuring alignment to commercial priorities.

• Lead the development and optimization of customer experience center and field-based engagement programs setting standards for delivery while overseeing execution and cross-functional coordination.

• Develop and manage end-to-end demo and reference site programs including program strategy performance tracking and continuous improvement to increase adoption and impact.

• Partner cross-functionally to deliver integrated regional events trade shows and customer engagements.

• Define and track program KPIs delivering regular insight-driven reporting to inform decisions and optimize engagement effectiveness.

• Manage program budgets and external partners ensuring efficient resource allocation and high-quality execution.

• Perform other work-related duties as assigned

Required:

• BS degree in Communications or Marketing

• 5 years experience in developing and managing complex marketing programs including execution and measurement

• Experience working within a highly regulated healthcare diagnostics medical device or life sciences environment

• Excellent writing editing and proofreading skills

• Excellent project management skills and ability to work independently while managing multiple projects at once and meeting deadlines

• Demonstrated ability to influence cross-functional teams without direct authority

• Strong presentation and stakeholder management skills

• Experience managing agencies vendors and external partners

• Familiarity with CRM marketing automation and campaign analytics platforms

• Proficient in Microsoft Suite of products including Excel Word PowerPoint

• Proven leadership collaboration organizational and project coordination skills

• Up to 25% travel which includes airplane automobile and overnight hotel stays

• This position is not currently eligible for visa sponsorship

Internal Partners:

Global BU Global Marketing RegionalProductMarketing SalesEnablementandTraining Sales CorporateCommunications CorporateDigitalMarketing CreativeServices Regulatory and Legal

External Partners:

Agencypartners Third-partyvendors Customer and prospect accounts and Industry Agencies

60% of time in meetings working with team/customers or talking on the phone 40% of the time at the desk on computer doing analytical work. Minimal travel required. Travel includes airplane automobile travel and overnight hotel.

No strenuous physical activity though occasional light lifting of files and related materials is required.

The salary range for this position takes into account a wide range of factors including education experience knowledge skills geography and abilities of the candidate in addition to internal equity and alignment with market data. At QuidelOrtho it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary range for this position is $117714.29 $150000 and is bonus eligible. QuidelOrtho offers a comprehensive benefits package including medical dental vision life and disability insurance along with a 401(k) plan employee assistance program Employee Stock Purchase Plan paid time off (including sick time) and paid Holidays. All benefits are non-contractual and QuidelOrtho may amend terminate or enhance the benefits provided as it deems appropriate.

QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals including individuals with disabilities have an opportunity to apply for those positions that they are interested in and qualify for without regard to race religion color national origin citizenship sex sexual orientation gender identity age veteran status disability genetic information or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability please contact us at .

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