Customer Experience Manager — Data-Driven Operations

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

Benefits offered by this job

Medical & prescription drug coverage

Dental / Vision plan

401(k) savings plan with company match

Short- and long-term disability benefits

Employee Assistance Program (EAP)

Job summary

PDI Healthcare is seeking a Manager of Customer Experience to enhance our Customer Care Team's operations in Woodcliff Lake, NJ. The ideal candidate will have over 10 years of experience in customer service, focusing on data-driven strategies to improve service levels and operational performance.

This role calls for strong leadership, analytical thinking, and a collaborative mindset, fostering a positive culture while overseeing performance management and continuous improvement initiatives.

The position offers a competitive salary range of $105,000 - $120,000 plus bonuses, along with a comprehensive benefits program including medical, 401(k), and more.

Qualifications

• 10+ years of experience in Customer Service or Sales Administration position.
• Proficient in Microsoft Office Suite, especially Excel.
• Strong knowledge of Inventory Management Systems.

Responsibilities

• Lead the Customer Care Team to enhance customer experience.
• Develop and manage CX metrics and KPIs.
• Continuously optimize the end-to-end order fulfillment process.
• Serve as an escalation point for complex customer service issues.

Skills

Multitasking and workload organization

Customer service orientation

Management of Associates

Follow-up skills

Education

Bachelor’s Degree or equivalent relevant experience

Tools

Microsoft Office Suite

Inventory Management Systems

Microsoft Dynamics 365

Job description

PDI Healthcare is seeking a Manager of Customer Experience to enhance our Customer Care Team's operations in Woodcliff Lake, NJ. The ideal candidate will have over 10 years of experience in customer service, focusing on data-driven strategies to improve service levels and operational performance.

This role calls for strong leadership, analytical thinking, and a collaborative mindset, fostering a positive culture while overseeing performance management and continuous improvement initiatives.

The position offers a competitive salary range of $105,000 - $120,000 plus bonuses, along with a comprehensive benefits program including medical, 401(k), and more.