Customer Experience Manager

RXinsider LTD.; City of Rochester (NY); On-site; USD 118,000 - 150,000; Full time

Job summary

QuidelOrtho, a leading diagnostics company, seeks a Manager of Customer Engagement to own strategy and execution of integrated programs across North America. You will translate commercial priorities into measurable customer actions and lead end-to-end programs that drive engagement and growth.

Based onsite in Rochester, NY, you will manage budgets, partner with cross-functional teams, and optimize experience centers, demos and reference sites to maximize adoption and impact.

Qualifications

• BS degree in Communications or Marketing.
• 5+ years of experience in developing and managing complex marketing programs, including execution and measurement.
• Experience in 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 and 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 Office Suite (Excel, Word, PowerPoint).

Responsibilities

• Own the strategy and execution of customer engagement programs across all lines of business, ensuring alignment to commercial priorities.
• Lead the development and optimization of customer experience centers and field-based engagement programs, setting delivery standards and coordinating cross-functionally.
• Develop and manage end-to-end demo and reference site programs with strategy, performance tracking and continuous improvement.
• Partner cross-functionally to deliver integrated regional events, trade shows, and customer engagements.
• Define and track program KPIs, delivering insight-driven reporting to inform decisions and optimize engagement effectiveness.
• Manage program budgets and external partners for efficient resource allocation and high-quality execution.
• Perform other work-related duties as assigned.

Skills

Marketing program management

Healthcare/regulatory experience

Writing/editing skills

Project management

Influence without authority

Presentation & stakeholder management

Vendor/agency management

CRM familiarity

Campaign analytics familiarity

MS Office proficiency

Education

BS degree in Communications or Marketing

Tools

CRM

Marketing automation

Campaign analytics platforms

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

The Opportunity

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 6,000 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 Role

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 programs—from planning through optimization—that 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

The Responsibilities

• 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.

The Individual

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

Key Working Relationships

Internal Partners

Global BU, Global Marketing, Regional Product Marketing, Sales Enablement and Training, Sales, Corporate Communications, Corporate Digital Marketing, Creative Services, Regulatory and Legal

External Partners

Agency partners, Third-party vendors, Customer and prospect accounts, and Industry Agencies

The Work Environment

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.

Physical Demands

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

Salary Transparency

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 $117,714.29 – $150,000 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.

Equal Opportunity

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 [e-mail].