Customer Experience Supervisor

Novanta Inc.; New York (NY); On-site; USD 55,000 - 82,000; Full time

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.

Skills

Team Leadership

Customer Service Excellence

Analytical Thinking

Digital Fluency & AI Enablement

Cross-functional Collaboration

Education

Bachelor's degree in business or related field

Tools

CRM software

Data dashboards/BI tools

Job description

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing—improving productivity, enhancing people’s lives and redefining what’s possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications—from minimally invasive surgery to robotics to 3D metal printing.Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta.As a Customer Experience Supervisor within Novanta’s Positioning Solutions business, you will lead and develop a team of Customer Care Representatives dedicated to supporting customers who rely on Novanta’s precision motion and positioning technologies for life sciences, medical, imaging, and automation applications. You will foster a culture of accountability, collaboration, and continuous improvement while ensuring customers receive responsive, solutions-focused supportWorking closely with Sales, Operations, Engineering, and Supply Chain, you will help drive customer satisfaction through effective order management, issue resolution, and service excellence across the customer lifecycle. Your leadership will contribute to operational performance, customer retention, and the continued growth of Novanta’s Positioning Solutions businessYour ability to develop talent, drive continuous improvement, and embrace AI-enabled technologies will strengthen customer loyalty, improve operational excellence, and contribute directly to the growth and success of Novanta's Positioning Solutions business.Positioning Solutions is part of Novanta’s Precision Medicine portfolio and focuses on providing highly precise motion and positioning technologies used in life science, medical, imaging, and analytical instrumentation applications. These solutions help OEM customers achieve extremely accurate movement, focus, and alignment in complex systems where precision is criticalPrimary ResponsibilitiesLead, coach, and develop a team of Customer Care Representatives to deliver exceptional customer service, drive engagement, and achieve performance goals.Oversee day-to-day customer care operations, including workload management, service execution, performance monitoring, and adherence to established service standards.Resolve escalated customer issues by collaborating with customers and cross-functional teams to identify solutions, remove barriers, and ensure timely resolution.Drive continuous improvement by leveraging customer insights, service metrics, and operational data to enhance team effectiveness, customer satisfaction, and overall business performance.Required Experience, Education, Skills, Training and CompetenciesLeadership & Talent Development: Proven ability to lead, coach, and develop teams through clear expectations, performance management, accountability, engagement, and continuous learning.Customer Focus & Service Excellence: Demonstrated success delivering exceptional customer experiences, building trusted customer relationships, and driving customer satisfaction, retention, and service quality.Business Execution & Continuous Improvement: Strong analytical, problem-solving, and organizational skills with the ability to manage competing priorities, leverage data to guide decisions, and drive process improvements in a fast-paced environment.Digital Fluency & AI Enablement: Demonstrated ability to leverage business systems, data, reporting tools, automation, and AI-enabled technologies to improve team productivity, customer responsiveness, operational efficiency, and decision-making. Embraces new technologies, drives digital adoption, and uses insights to enhance both employee effectiveness and the customer experience.Physical RequirementsAbility to remain in a stationary position for extended periods while working at a computer or on the phone.Ability to operate standard office equipment.Light physical effort, such as lifting up to 10 pounds, may be required.Travel RequirementsNo regular travel required.Compensation and BenefitsThe base pay for this position is $55,100-82,400 per year depending on the geographic market.This position provides an opportunity for competitive quarterly sales compensation based on an achievement to plan.Novanta supports all aspects of your life's needs. This position provides a full range of medical, financial, and other benefits to make your quality of life better.Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy.Please call [phone] if you need a disability accommodation for any part of the employment process.