MedTech Customer Experience Leader

6010-Biosense Webster Inc. Legal Entity; Irvine (CA); On-site; USD 102,000 - 177,000; Full time

Job summary

Johnson & Johnson is recruiting a Customer Experience Manager to lead the MEDTECH Electrophysiology Technical and Clinical Support Call Center in Irvine, CA. The role focuses on delivering exceptional customer service, troubleshooting complex issues, and driving improvements across global teams.

The ideal candidate has a bachelor’s degree, 5+ years in business with 3+ years in customer service, and strong leadership and communication skills to influence outcomes and meet SLAs.

Qualifications

• Bachelor's degree or higher in a STEM or related field preferred.
• 5+ years of business experience; 3+ years in a customer service environment.
• Experience leading projects and process improvements in a technical call center.

Responsibilities

• Lead the MEDTECH Electrophysiology Technical and Clinical Support Call Center.
• Set and achieve KPIs and SLAs per contracts; drive customer satisfaction.
• Analyze issues, log files, and configuration data to improve troubleshooting and remote resolution.
• Coordinate with internal/external teams; prepare content for global reviews (QSMR).
• Oversee staffing, performance management, and compliance across the team.

Skills

Customer management

Leadership

Project management

Communication

Technical support

Education

Bachelor's degree

Advanced degree preferred

Tools

Call Center software

Job description

Johnson & Johnson is recruiting a Customer Experience Manager to lead the MEDTECH Electrophysiology Technical and Clinical Support Call Center in Irvine, CA. The role focuses on delivering exceptional customer service, troubleshooting complex issues, and driving improvements across global teams.

The ideal candidate has a bachelor’s degree, 5+ years in business with 3+ years in customer service, and strong leadership and communication skills to influence outcomes and meet SLAs.