Strategic Customer Experience Leader

RXinsider LTD.; Columbus (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Safecor Health is seeking a Manager of Customer Experience to lead a high-touch team from implementation through ongoing partnership, ensuring proactive service and strong communication. You will partner with Operations, Sales, IT, and Quality to optimize customer processes and data management.

The role emphasizes KPI ownership, cross-functional collaboration, and scalable CX programs in a dynamic healthcare environment located in the Columbus area.

Qualifications

• Minimum 5–7 years of customer service, customer support, inside sales, or account management in a high-touch model.
• Experience developing Customer Experience processes and teams to support scalability.
• Experience managing a customer service team in a growth environment with real-time feedback and coaching.

Responsibilities

• Manages and supports the Customer Experience team.
• Monitors customer portal inquiries and ensures timely response; acts as the point person for escalated customer concerns.
• Drives proactive and well-documented communications for all customer interactions.
• Partners across the organization on key projects regarding customer experience.
• Monitors and drives KPIs to ensure an outstanding customer experience.
• Communicates and supports new services as they are introduced to customers.
• Works with Operations to determine lead times and order prioritization.
• Ensures all customer data is loaded, monitored, and maintained within databases including packaging modes and customer preferences.
• Supports other functions and business goals to meet company objectives.
• Acts as a strategic cross-functional partner with Operations, Sales, IT, Quality, Regulatory, Finance, and others to improve processes.
• Balances customer expectations with operational capabilities to support growth and long-term success.

Skills

Customer Experience Leadership

Cross-functional collaboration

KPI driven

Stakeholder management

Clear communication

Education

High School Diploma or GED

Bachelor’s degree in business or related field (desirable)

Tools

CRM systems

ERP systems

Job description

Safecor Health is seeking a Manager of Customer Experience to lead a high-touch team from implementation through ongoing partnership, ensuring proactive service and strong communication. You will partner with Operations, Sales, IT, and Quality to optimize customer processes and data management.

The role emphasizes KPI ownership, cross-functional collaboration, and scalable CX programs in a dynamic healthcare environment located in the Columbus area.