Customer Experience Leader — AI-Driven Support & Team Growth

Novanta Inc.

New York (NY)

On-site

USD 55,000 - 82,000

Full time

11 days ago

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Job summary

Novanta Inc. in New York's Positioning Solutions unit seeks a Customer Experience Supervisor to lead a team of Customer Care Representatives serving life sciences, medical, imaging and automation customers.

You will drive engagement, performance and service excellence, collaborating with Sales, Operations, Engineering and Supply Chain to improve order management and issue resolution. This role emphasizes accountability and continuous improvement with AI-enabled tools.

Qualifications

Demonstrated ability to lead and develop teams.
Proven track record delivering exceptional customer experiences.
Strong analytical and data-driven decision making.
Experience with AI-enabled technologies and digital tools.
Ability to collaborate across Sales, Operations, Engineering and Supply Chain.

Responsibilities

Lead, coach, and develop a team of Customer Care Representatives.
Oversee day-to-day operations, workload management, and service delivery.
Monitor performance metrics and ensure adherence to service standards.
Resolve escalated issues with cross-functional teams to deliver timely solutions.
Drive continuous improvement leveraging insights and AI-enabled tools.