Customer Experience Manager

Midland Scientific Inc; San Antonio (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Midland Scientific Inc. is seeking a hands-on Customer Experience Manager to lead our San Antonio team. You will coach and develop a high‑performing CX team, foster a positive culture, and drive initiatives that enhance customer relationships and service efficiency.

The role emphasizes people‑first leadership, cross‑department collaboration, and continuous improvement to deliver exceptional experiences for both employees and customers at Midland Scientific.

Qualifications

• 5+ years of customer service, customer experience, or operations leadership experience.
• 3+ years of direct people management experience.
• A natural coach who enjoys helping others grow and succeed.
• Strong communication, problem‑solving, and organizational skills.
• A positive, accountable, and solutions‑focused leadership style.
• Experience driving team performance while maintaining a people‑first culture.

Responsibilities

• Lead, coach, and develop a high‑performing Customer Experience team.
• Create an environment where employees feel valued, engaged, and motivated to succeed.
• Empower the team to solve problems, exceed expectations, and build lasting customer relationships.
• Set clear expectations, monitor performance, and identify opportunities to improve service and efficiency.
• Partner across departments to streamline processes and deliver exceptional customer experiences.
• Oversee daily team activities, staffing, training, quality standards, and continuous improvement initiatives.

Skills

People management

Coaching

Communication

Problem solving

Organizational skills

Leadership

Job description

Description

Great Customer Experiences Start with Great Leaders!

Are you a people-first leader who loves developing talent, building strong teams, and making a difference? Midland Scientific is looking for an enthusiastic, hands‑on Customer Experience Manager to lead our San Antonio team! At Midland Scientific, we believe exceptional customer service begins with employees who feel supported, empowered, and inspired to do their best work. We're looking for a leader who shares that philosophy and knows how to bring out the best in others.

What You'll Do:

• Lead & Inspire: Coach, mentor, and develop a high‑performing Customer Experience team.
• Build a Great Culture: Create an environment where employees feel valued, engaged, and motivated to succeed.
• Elevate the Customer Experience: Empower your team to solve problems, exceed expectations, and build lasting customer relationships.
• Drive Results: Set clear expectations, monitor performance, and identify opportunities to improve service and efficiency.
• Collaborate & Innovate: Partner across departments to streamline processes and deliver exceptional customer experiences.
• Own the Operations: Oversee daily team activities, staffing, training, quality standards, and continuous improvement initiatives.

Requirements

What We're Looking For:

• 5+ years of customer service, customer experience, or operations leadership experience.
• 3+ years of direct people management experience.
• A natural coach who enjoys helping others grow and succeed.
• Strong communication, problem‑solving, and organizational skills.
• A positive, accountable, and solutions‑focused leadership style.
• Experience driving team performance while maintaining a people‑first culture.

Why Midland Scientific?

We're a growing laboratory supply distributor that believes our people are what make the difference. We value teamwork, fresh ideas, continuous improvement, and leaders who genuinely care about their employees and customers. This is your opportunity to do more than manage a department. You'll shape a team, influence a culture, and help create exceptional experiences for both employees and customers.