Customer Experience Supervisor - AI-Driven Service Excellence

Novanta; Irvine (CA); On-site; USD 55,000 - 82,000; Full time

Job summary

Novanta is seeking a Customer Experience Supervisor to lead a team dedicated to supporting customers of our precision motion and positioning technologies in life sciences, medical, imaging, and automation applications. You will drive engagement, develop talent, and ensure responsive, solutions-focused support across the customer lifecycle.

Working with Sales, Operations, Engineering, and Supply Chain, you will influence order management, issue resolution, and service excellence to boost customer

Qualifications

• Leadership & Talent Development: Proven ability to lead, coach, and develop teams with clear expectations and accountability.
• Customer Focus & Service Excellence: Track record of delivering exceptional customer experiences and driving satisfaction.
• Business Execution & Continuous Improvement: Strong analytical and organizational skills to manage priorities and drive process improvements.
• Digital Fluency & AI Enablement: Experience using business systems, data, reporting tools, automation, and AI to boost productivity and responsiveness.

Responsibilities

• Lead, coach, and develop a team of Customer Care Representatives to deliver exceptional customer service and achieve performance goals.
• Oversee day-to-day customer care operations, including workload management, service execution, performance monitoring, and adherence to service standards.
• Resolve escalated customer issues by collaborating with customers and cross-functional teams to identify solutions and ensure timely resolution.
• Drive continuous improvement by using customer insights, service metrics, and data to enhance team effectiveness and customer satisfaction.

Job description

Novanta is seeking a Customer Experience Supervisor to lead a team dedicated to supporting customers of our precision motion and positioning technologies in life sciences, medical, imaging, and automation applications. You will drive engagement, develop talent, and ensure responsive, solutions-focused support across the customer lifecycle.

Working with Sales, Operations, Engineering, and Supply Chain, you will influence order management, issue resolution, and service excellence to boost customer