Customer Experience Supervisor - AI-Driven Support Leader

Novanta Corporation; United States; Remote; USD 55,000 - 82,000; Full time

Job summary

Novanta Corporation is seeking a Customer Experience Supervisor to lead a team of Customer Care Representatives supporting life sciences, medical, imaging, and automation applications. You will drive engagement, accountability, and continuous improvement while ensuring responsive, solutions-focused service across the customer lifecycle.

Working with Sales, Operations, Engineering, and Supply Chain, you will optimize order management, issue resolution, and service quality, leveraging AI-enabled

Qualifications

• Leadership, talent development through clear expectations and accountability.
• Deliver exceptional customer experiences, build trusted relationships and drive retention and service quality.
• Analyze, problem-solve, and drive process improvements in a fast-paced environment.
• Leverage systems, data, reporting tools, automation, and AI to improve team productivity and decision-making.

Responsibilities

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

Skills

Leadership

Customer focus

Business improvement

Digital & AI enablement

Job description

Novanta Corporation is seeking a Customer Experience Supervisor to lead a team of Customer Care Representatives supporting life sciences, medical, imaging, and automation applications. You will drive engagement, accountability, and continuous improvement while ensuring responsive, solutions-focused service across the customer lifecycle.

Working with Sales, Operations, Engineering, and Supply Chain, you will optimize order management, issue resolution, and service quality, leveraging AI-enabled