Customer Experience Leader - Data-Driven Ops & Service

PDI; Woodcliff Lake (NJ); On-site; USD 105,000 - 120,000; Full time

Job summary

PDI is seeking a Manager of Customer Experience (CX) to lead and evolve our Customer Care team across manufacturing and sales. You will champion data-driven insights, improve scorecard performance, and drive end-to-end process improvements to boost service levels and customer partnerships.

You’ll collaborate with Sales, Supply Chain, Operations, Quality, and Product Management to align customer commitments with execution, while fostering a culture of continuous improvement and associate

Qualifications

• Bachelor’s Degree or equivalent relevant experience preferred.
• Proficient in Microsoft Office Suite, with a focus on Excel.
• Strong knowledge of Inventory Management Systems.

Responsibilities

• Support and enhance customer experience processes across operations, sales, and distribution networks.
• Develop and manage CX metrics and KPIs to measure service performance and customer satisfaction.
• Continuously optimize the end-to-end order fulfillment process and identify friction points.
• Serve as escalation point for complex customer service issues and non-standard return requests.
• Promote a customer-focused culture within the Customer Care Team and cross-functional partnerships.

Skills

Customer-Centric

Analytical Thinking

Collaborative Leadership

Change Agility

Communication

Engagement

Education

Bachelor’s Degree

Tools

Microsoft Dynamics 365

Inventory Management Systems

Job description

PDI is seeking a Manager of Customer Experience (CX) to lead and evolve our Customer Care team across manufacturing and sales. You will champion data-driven insights, improve scorecard performance, and drive end-to-end process improvements to boost service levels and customer partnerships.

You’ll collaborate with Sales, Supply Chain, Operations, Quality, and Product Management to align customer commitments with execution, while fostering a culture of continuous improvement and associate