Technical Safety Services is hiring a
Customer Experience Program Manager, Remote - Worldwide

Summary

The job is for a Customer Experience Manager at TSS, a rapidly growing independent laboratory and hospital service provider. The role involves enhancing customer experience across all touchpoints, collaborating with stakeholders, standardizing and improving processes, and fostering a culture of collaboration.

Requirements

• Bachelors in Business, Engineering, Chemistry, Biology, or equivalent
• 5+ years of experience in customer service management, customer experience, or other relevant experience
• 5+ years experience in business process improvement projects

Responsibilities

• Collaborates with senior division management and multiple other stakeholders across the company to align customer experience strategies with overall business unit objectives
• Leads regular customer experience reviews, providing customer insights, guidance for improvement, and structure to track improvements across the company
• Partners with operations to standardize, simplify, and improve process performance
• Leads systems deployments (call center, CRM, email mgmt.) to improve the customer experience
• Partners with the Training team to develop and deliver customer service training programs for field technicians and other relevant teams, ensuring consistent service delivery across the organization
• Fosters a culture of collaboration and customer-centricity across all departments by promoting a customer-first mindset and facilitating knowledge sharing

Preferred Qualifications

• Experience with Service Delivery businesses is preferred
• Lean Six Sigma experience is preferred

Benefits

• Salary range of $100,000 - $140,000 annually
• Eligible to participate in the annual bonus program
• Medical, vision and dental insurance
• 401(k) plan with a company matching contribution
• Long-term disability, short-term disability, and life insurance
• Competitive Paid Time Off (PTO) and company paid holidays