Senior Manager, Customer Experience & AI Enablement

Antler

Jacksonville (FL)

On-site

USD 120,000 - 190,000

Full time

7 days ago

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Job summary

Johnson & Johnson MedTech Vision Care is seeking a Senior Manager of Customer Experience to lead the transformation of service capabilities through AI, knowledge management, and customer insights in Jacksonville, FL. You will influence cross-functional teams and drive adoption of digital tools to improve customer outcomes and service quality.

We seek a leader who can translate data into actionable improvements, manage learning programs, and build scalable knowledge assets while maintaining

Qualifications

Bachelor’s degree in business, customer experience, organizational development, learning, communications, technology, analytics, or a related discipline.

Responsibilities

Lead the customer service voice-of-customer and interaction-insight strategy using Qualtrics and related analytics.
Develop and execute the AI-enabled adoption roadmap for customer service aligned with enterprise technology and compliance requirements.
Own onboarding, continuing education, role-based capability building, and knowledge management.
Lead quality strategy, governance, and measurement across human and AI-supported interactions.
Lead readiness, communication, training, adoption, and reinforcement for major transformations.
Mentor a high-performing team with accountability and inclusive growth.