Sr. Manager, Domestic Customer Experience

As a Customer Experience Sr Manager, you will lead and grow a team responsible for bringing world class support to CONMED’s customers. This role requires strong leadership, time-management, and communication skills. The CX Manager will implement solutions to improve inefficient processes and workflows and contribute to meeting organizational goals.

Accountabilities:

• Measure & communicate effectiveness of customer experience.
• Collaborate cross-functionally to improve customer experiences.
• Manage a high performing team.
• Partnering with leadership to develop, evaluate and execute on both longer-term projects while balancing shorter-term goals.
• Supporting leadership to provide insight, business analysis, and feedback on ideas and other business-critical initiatives.
• Coordinating, tracking and executing upon key sponsorship benefits.
• Developing processes to support program standardization across CONMED, documenting and leveraging best practices to streamline commercial execution.
• Determining KPIs and how to measure performance surrounding key initiatives.
• Providing strong internal communication to ensure all relevant stakeholders are informed and updated routinely.

Competencies:

• Customer obsessed attitude.
• Professional, positive demeanor.
• Ability to interact with a diverse audience including company colleagues at all levels, clinicians and administrators.
• Strong attention to detail and process.
• Independent problem solver.
• Ability to be flexible with work duties in a dynamic, fast-paced environment.
• Excellent numeric and analytical skills.
• Ability to understand complex issues and drive full resolution quickly.
• Eager, quick learner with strong team-work spirit.

Job Requirements:

Education:

• Bachelor’s degree, Master's degree preferred.

Work Experience:

• Minimum 7-8 years in a customer service environment with at least 3 in a supervisory capacity.
• Experience resolving customer issues that involve engaging multiple stakeholders for input.
• Experience supporting or leading projects through to completion preferred.

Other Attributes:

• Strong computer skills to include CRM software and advanced Excel skill.
• Strong interpersonal skills & ability to effectively communicate with customers
• Ability to actively listen and problem solve for timely resolution.
• Ability to manage multiple tasks
• Exceptional organizational skills

0-20% Travel

This position is not eligible for employer based visa sponsorship.

Disclosure as required by Colorado law, the annual salary range for this position is 70,000 to 148,000. The actual compensation may vary based on geographic location, work experience, education and skill level. The salary range is CONMED’s good faith belief at the time of this posting.

Benefits:

CONMED offers a wide array of benefits to fit your unique needs. Visit our Benefits Page for more information.

• Competitive compensation
• Excellent healthcare including medical, dental, vision and prescription coverage
• Short & long term disability plus life insurance - cost paid fully by CONMED
• Retirement Savings Plan (401K) - CONMED matches your contributions dollar for dollar, with the potential for up to 7% per pay period
• Employee Stock Purchase Plan - allows stock purchases at discounted price
• Tuition assistance for undergraduate and graduate level courses

Know someone at CONMED?

Have them submit you as a referral before applying for this position to be eligible for our Employee Referral Program incentives!

CONMED is an Equal Opportunity Employer & an Affirmative Action Employer. CONMED is a strong advocate of workforce diversity. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, citizenship status, or veteran status.

If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at 800-325-5900 option #3.