Senior Customer Experience Leader – MedTech Call Center

Antler; Irvine (CA); On-site; USD 102,000 - 177,000; Full time

Benefits offered by this job

Vacation 120 hours/year

Sick time 40 hours/year

Holiday pay

Job summary

Johnson & Johnson is seeking a Customer Experience Manager based in Irvine, CA to lead the Electrophysiology call center and drive technical customer support excellence. You will oversee KPI execution, root-cause analysis, and cross-functional collaboration to improve customer outcomes.

The role requires a bachelor’s degree, 5+ years of business experience, and 3+ years in a customer service setting, with significant call center leadership and travel up to 25%.

Qualifications

• Bachelor’s degree required; STEM preferred.
• Advanced degree (MS/MA/MBA/PhD) preferred.
• Minimum 5 years of business experience required.
• Minimum 3 years in a customer service environment required.
• Technical call center experience highly preferred.
• Experience leading projects and coordinating cross-functional teams required.
• Call Center systems knowledge highly preferred.
• Proven leadership experience required.

Responsibilities

• Lead MEDTECH Electrophysiology Technical and Clinical Support Call Center.
• Set and meet KPIs and SLAs; optimize customer satisfaction.
• Collect issues, analyze trends, and implement troubleshooting improvements.
• Lead process improvements to increase remote resolution rates.
• Oversee global content creation and bi-annual reviews.
• Coordinate with Quality and Training for customer improvement initiatives.
• Ensure compliance with regulations and company policies.
• Manage field ride-alongs and liaise with internal/external stakeholders.

Skills

Strong presentation skills

Oral and written communication

Travel up to 25%

Education

Bachelor’s degree

Advanced degree preferred

Tools

Call Center systems

Voice/Data technology

Job description

Johnson & Johnson is seeking a Customer Experience Manager based in Irvine, CA to lead the Electrophysiology call center and drive technical customer support excellence. You will oversee KPI execution, root-cause analysis, and cross-functional collaboration to improve customer outcomes.

The role requires a bachelor’s degree, 5+ years of business experience, and 3+ years in a customer service setting, with significant call center leadership and travel up to 25%.