Manager, Customer Experience

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

Benefits offered by this job

401(k) savings plan with company match

Paid parental leave

Flexible Spending Accounts (FSAs)

Health Advocacy Program / Employee Assistance Program (EAP)

Job summary

PDI - Brand in Woodcliff Lake, NJ is seeking a Manager of Customer Experience to enhance customer care and operational excellence.

This role involves leading the Customer Care Team, using data insights to improve service metrics, and fostering collaboration across departments. Candidates should have 10+ years of experience in a customer service or sales role.

The company offers a competitive salary of $105,000 – $120,000 annually, medical coverage, 401(k) with match, and various employee benefits.

Qualifications

• 10+ years of experience in Customer Service or Sales Administration position.
• Proficient in Microsoft Office Suite, with a focus on Excel.
• Ability to multitask and organize workload efficiently.

Responsibilities

• Lead the evolution of the Customer Care Team and foster a customer-centric culture.
• Develop and manage CX metrics and KPIs for service performance.
• Identify and implement process improvements to enhance customer experience.

Skills

Customer Focus

Analytical Thinking

Leadership

Communication

Multitasking

Education

Bachelor’s Degree or equivalent relevant experience

Tools

Microsoft Office Suite

Inventory Management Systems

Microsoft Dynamics 365

Job description

Driven by a commitment to research, quality, and service, PDI provides innovative products, educational resources, training, and support to prevent infection transmission and promote health and wellness. Encompassing three areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture, and distribute leading edge products for North America and the world. We have several locations across the US and are looking for new Associates to join our team!

Position Purpose

The Manager of Customer Experience (CX) is responsible for leading the evolution of our Customer Care Team across a growing manufacturing and sales organization while building and fostering a highly engaged, collaborative, and customer‑centric team culture of operational excellence. This role will champion a data‑driven approach to customer experience management, leveraging analytics and performance metrics to enhance service levels, improving scorecard performance, and identify opportunities for continuous improvement. As customer expectations increasingly center on supply‑chain visibility, responsiveness, and reliability, this leader will develop and execute process improvements and operational enhancements that strengthen customer partnerships and support evolving business requirements.

Customer Experience Operations & Continuous Improvement

• Support and enhance customer experience processes to align with business goals across operations, sales, and distribution partner networks.
• Develop and manage CX metrics and KPIs to measure service performance and customer satisfaction.
• Continuously optimize the end‑to‑end order fulfillment process, identifying friction points and opportunities for differentiation.
• Serve as escalation point for complex customer service issues and non‑standard return requests, and critical customer concerns.
• Promote a customer‑focused culture within the Customer Care Team and cross‑functional partnerships.

Data‑Driven Insights & Process Improvement

• Identify and implement process improvements to streamline Customer Care processes and incorporate automation that will improve customer experience and scorecard results.
• Leverage internal and external data insights to develop actionable strategies to improve service levels, customer scorecards, and overall performance.
• Implement solutions to transition customer‑facing manual efforts to digital workflows.

Associate Engagement & Performance Management Leadership

• Cultivate a customer experience‑focused environment grounded in collaboration, accountability, and professional development.
• Promote a high‑performing, team‑oriented culture where associate feedback is encouraged and valued.
• Oversee performance management, training initiatives, and adherence to standard operating procedures (SOPs).
• Foster a culture of continuous improvement to streamline processes across order‑to‑cash, fulfillment, and after‑sales support.

Cross‑Functional Collaboration

• Partner with Sales, Supply Chain, Planning, Operations, Quality, Finance, and Product Management to align customer commitments with operational execution.
• Communicate customer feedback, service trends, and supply concerns to key stakeholders to support informed decision‑making.
• Support strategic initiatives and cross‑functional projects focused on improving customer outcomes and business performance.

Key Competencies

• Customer‑Centric Mindset: Deep commitment to understanding and advocating for customers.
• Analytical Thinking: Ability to translate complex data into clear insights and actions.
• Collaborative Leadership: Builds trust and alignment across teams and functions.
• Change Agility: Comfortable driving transformation in a dynamic environment.
• Communication Excellence: Clear, persuasive communicator with all levels of the organization.
• Engagement Focus: Actively fosters a positive, inclusive, and motivated workplace culture.

Performance Measurements

• Measurable improvement in customer and distributor satisfaction with scorecard alignment.
• Increased alignment across departments around customer priorities.
• Effective use of Microsoft Dynamics 365 to drive visibility, efficiency, and insight.
• High levels of associate engagement and team performance.
• Scalable, data‑driven CX processes embedded across the organization.
• Document continuous improvement initiatives that enhance service and compliance.

Qualifications

• Bachelor’s Degree or equivalent relevant experience preferred.
• Proficient in Microsoft Office Suite, with a focus on Excel. Strong knowledge of Inventory Management Systems.
• 10+ years of experience in Customer Service or Sales Administration position.
• Ability to multitask and organize workload efficiently. Must have excellent follow‑up skills, be customer focused and company focused. Must be able to manage Associates with various skills in a positive manner.
• Must possess the ability to identify areas for improvement and provide training and developmental strategies to strengthen skills.

Working Conditions

• No hazardous or significantly unpleasant conditions.

Salary Range

• $105,000 – $120,000 annually, plus bonus

PDI Benefits Program

• Medical & prescription drug coverage
• 401(k) savings plan with company match
• Basic and supplemental life insurance
• Flexible Spending Accounts (FSAs)
• Short‑ and long‑term disability benefits
• Health Advocacy Program / Employee Assistance Program (EAP)

Many other voluntary benefit plans and perks such as Legal assistance, critical illness, hospital indemnity and accident coverage, discounted home/auto/rental insurance, employee discounts and pet insurance, tuition assistance, referral bonus program, paid parental leave, a health club rebate program and more.

At PDI, we are also committed to helping our associates maintain a healthy and sustainable work/life balance and are proud to provide: Sick leave, generous vacation and holiday time, paid parental leave, summer hours, flex place/flex time options.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.