Senior Customer Experience & CX Operations Leader

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

Benefits offered by this job

Health insurance

401(k) plan

Job summary

PDI is seeking a Manager of Customer Experience to lead and evolve its CX Team across operations, sales, and distribution networks. The role emphasizes data-driven improvements, KPI management, and a culture of customer-centric excellence.

The ideal candidate will drive end-to-end process optimization, leverage analytics to enhance service levels, and foster engagement across associates while aligning with strategic business goals.

Qualifications

• Bachelor’s degree or equivalent relevant experience preferred.
• 10+ years of experience in Customer Service or Sales Administration.
• Proficient in Microsoft Office Suite with strong Excel skills.
• Experience with inventory management systems.

Responsibilities

• Lead CX operations and continuous improvement across functions including sales and distribution.
• Develop and manage CX metrics and KPIs to measure service performance.
• Optimize end-to-end order fulfillment and transition to digital workflows.
• Oversee performance management, training, and SOP adherence for associates.
• Collaborate with Sales, Supply Chain, Planning, Operations, Quality, Finance and Product Management.

Skills

Customer-centric mindset

Analytical thinking

Collaborative leadership

Change agility

Communication excellence

Engagement focus

Education

Bachelor’s degree

Tools

Microsoft Dynamics 365

Excel

Inventory management systems

Job description

PDI is seeking a Manager of Customer Experience to lead and evolve its CX Team across operations, sales, and distribution networks. The role emphasizes data-driven improvements, KPI management, and a culture of customer-centric excellence.

The ideal candidate will drive end-to-end process optimization, leverage analytics to enhance service levels, and foster engagement across associates while aligning with strategic business goals.