Customer Experience Manager

Job Description

Role Overview

The Customer Experience Manager is responsible for leading the end-to-end customer journey across Sales and Support functions, ensuring operational excellence, high-quality service delivery, and alignment between customer experience and business outcomes. This role drives performance through KPIs, SLAs, QA standards, and cross-functional coordination. The role operates within a regulated healthcare environment and is expected to uphold patient safety, data privacy, and clinical compliance standards at all times.

Key Responsibilities

1. Customer Journey Ownership

• Own end-to-end customer experience across Sales and Support
• Ensure consistent service quality across all touchpoints
• Identify and remove friction points in the customer journey
• Ensure all customer interactions meet applicable healthcare regulations and patient safety requirements (e.g. HIPAA, local health authority guidelines)

2. Team Leadership & Performance Management

• Lead Sales and Support Team Leads to drive accountability
• Monitor team performance against KPIs and SLAs
• Conduct performance reviews and drive continuous improvement
• Oversee onboarding, coaching, and ongoing training - including mandatory healthcare compliance and clinical sensitivity training

3. KPI, SLA & Quality Management

• Define and track KPIs, SLAs, and QA standards
• Ensure adherence to service quality benchmarks
• Analyze performance data and drive corrective actions
• Maintain QA frameworks that include clinical accuracy, safeguarding protocols, and appropriate triage/escalation to clinical staff where required

4. Escalation Management

• Manage high-priority customer escalations
• Ensure timely resolution of critical cases
• Coordinate with internal stakeholders for issue closure
• Identify and escalate safeguarding concerns or patient safety incidents to the appropriate clinical or compliance teams without delay

5. Cross-Functional Coordination

• Align with medical, product, and operations teams
• Ensure updates in protocols are reflected in customer workflows
• Facilitate smooth communication between departments
• Work closely with clinical governance and compliance teams to ensure contact centre processes remain audit-ready and adhere to relevant regulatory standards

6. Workforce & capacity planning

• Forecast contact volumes and manage staffing levels to maintain SLA targets
• Oversee scheduling, shift planning, and real-time resource management
• Partner with HR on hiring, attrition management, and headcount planning

Candidate Requirements

• Minimum 4+ years of experience in Customer Experience, Operations, or Contact Center leadership
• Proven experience managing Sales and/or Customer Support teams
• Strong understanding of KPIs, SLAs, QA frameworks, and CRM systems
• Excellent stakeholder management and cross-functional coordination skills
• Strong analytical and data-driven decision-making ability
• Ability to manage escalations and high-pressure operational environments
• Working knowledge of data privacy regulations relevant to healthcare (e.g. HIPAA, GDPR, or local equivalents)
• Demonstrated ability to manage and develop large teams (10+ agents), including Team Lead layers

Preferred Qualifications

• Medical or healthcare background preferred (strong advantage)
• Experience in healthcare, wellness, or clinical operations environments
• Familiarity with patient journey management or clinical service workflows
• Experience in building or scaling customer experience functions
• Knowledge of workforce management tools (e.g. Verint, Genesys, NICE)
• Experience working within accredited or regulated health services (e.g. CQC, JCI, or equivalent)

Key KPIs

• CSAT / NPS
• Customer wait time (response + queue time)
• Ticket resolution time (TAT)
• Complaint rate
• QA score (accuracy, compliance, SOP adherence)
• SLA adherence rate
• Conversion rate (Sales impact)
• Retention / repeat engagement rate
• Team performance metrics (Sales & Support)
• Safeguarding escalation response time
• Clinical accuracy rate (% of interactions correctly triaged or signposted)
• Abandoned call / contact rate
• Agent attrition rate
• Compliance audit pass rate