Customer Experience & Service Manager

Job Description

Job Title: Customer Experience & Service Manager 

Direct Report: Director of Operations

FLSA Status: Exempt

Job Brief

The Customer Experience & Service Manager is responsible for leading Astura Medical’s customer service operations and ensuring world-class experience for our surgeon partners, distributors, and internal sales support teams. This role oversees daily order management, issue resolution, and service quality metrics while driving continuous improvement across processes and systems. The position requires a balance of hands-on execution, cross-functional collaboration (Sales, Operations, Contracting, and Finance), and leadership in developing a service-oriented culture that reflects Astura’s commitment to excellence.

Responsibilities

• Lead and mentor the Customer Service team to ensure accurate, timely, and professional handling of all orders, inquiries, and escalations.
• Oversee daily workflow and prioritize critical issues to maintain service continuity and customer satisfaction.
• Monitor key performance indicators (KPIs) including order accuracy, response time, and fulfillment cycle time; identify trends and implement process improvements.
• Partner with Supply Chain and Operations to ensure optimal inventory availability and shipment coordination.
• Collaborate with Sales and other internal teams to provide proactive communication to field representatives and surgeons regarding order status, product availability, and logistics updates.
• Manage customer feedback loops and recommend enhancements to systems, products, or processes based on insights.
• Ensure compliance with regulatory, quality, and corporate policy standards in all customer service activities.
• Drive team training initiatives to build product knowledge, communication effectiveness, and system proficiency.
• Support development and documentation of standard operating procedures (SOPs) and service metrics.  

Supervisory Responsibilities

• Supervise and develop a team of Customer Service Representatives and Coordinators.
• Conduct performance evaluations, coaching sessions, and career development planning.
• Manage staffing levels, workload distribution, and team scheduling to support business needs.
• Oversee adherence to departmental KPIs, budget parameters, and other internal initiatives. 
• Lead or participate in cross-departmental initiatives focused on operational efficiency, digital transformation, and customer satisfaction.
• Represent the Customer Service function in management meetings and contribute to strategic planning efforts.

Qualifications

• Bachelor’s degree required
• 5+ years’ customer service experience 
• Customer Centricity: Demonstrates empathy and urgency in addressing customer needs; fosters strong relationships with internal and external stakeholders.
• Operational Execution: Skilled at managing high-volume workflows, prioritizing competing demands, and maintaining accuracy under pressure.
• Process Improvement: Proven ability to identify inefficiencies and implement scalable solutions.
• Analytical & Systems Proficiency: Experienced in ERP systems, order tracking platforms, and data reporting tools.
• Communication: Clear, professional verbal and written communication across teams and leadership levels.
• Leadership: Inspires accountability, collaboration, and performance excellence among direct reports.
• Cross-Functional Collaboration: Effectively partners with other departments to resolve issues and enhance the customer experience.
• Medical Device Familiarity (Preferred): Understanding of spine implant order processing, sterile packaging, and field inventory management.

Physical Requirements

This is largely a sedentary role; prolonged periods sitting at a desk and working on a computer. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.