Customer Experience Manager

The Customer Experience Manager is responsible for leading and optimizing the customer experience focusing on customer contact points (order entry & delivery), ensuring accuracy, responsiveness, and a seamless experience for both internal and external stakeholders. This role drives a customer-centric strategy that balances operational excellence, regulatory compliance, and commercial effectiveness within a highly regulated environment.

NOTE: The expected hours of work for this position are M-F from 8:00 AM - 5:00 PM, and the selected candidate will need to be onsite in the Woburn, MA corporate headquarters

Customer Experience Strategy & Leadership

• Lead the U.S. Customer Experience team to deliver responsive, high-quality support to customers and internal stakeholders and oversee the full order to fulfillment lifecycle.
• Establish service standards and ensure consistent execution across all customer touchpoints.
• Foster a customer-centric culture focused on accountability, responsiveness, and problem-solving.
• Ensure ERP integrity, licensing validation, compliance controls, and process standardization.
• Develop and execute a customer experience strategy aligned with business objectives and growth priorities.
• Establish and monitor key performance indicators (KPIs) to measure service levels, including customer satisfaction surveys, team responsiveness, and performance scoring of troubleshooting work.
• Identify opportunities to enhance customer journey, reduce friction points, and improve overall experience.
• Serve as an escalation point for complex customer issues, ensuring timely and effective resolution.
• Provide insights and recommendations to leadership based on customer trends, feedback, and performance data.

Order Management & Execution (Order Entry & Delivery)

• Oversee the full order lifecycle from order entry through fulfillment confirmation and customer consumption.
• Ensure accuracy and integrity of order processing within ERP systems, including pricing, contracts, and compliance requirements.
• Partner with cross-functional teams to resolve order-related issues, including billing, product availability communication, and documentation.
• Maintain strong controls around licensing, regulatory compliance, and audit readiness.
• Drive process standardization and continuous improvement across order management workflows.