Job description
Job DescriptionRole Overview The Customer Experience Manager is responsible for leading the end-to-end customer journey across Sales and Support functions, ensuring operational excellence, high-quality service delivery, and alignment between customer experience and business outcomes.
This role drives performance through KPIs, SLAs, QA standards, and cross-functional coordination.
The role operates within a regulated healthcare environment and is expected to uphold patient safety, data privacy, and clinical compliance standards at all times.
Key Responsibilities1.
Customer Journey Ownership Own end-to-end customer experience across Sales and Support Ensure consistent service quality across all touchpoints Identify and remove friction points in the customer journey Ensure all customer interactions meet applicable healthcare regulations and patient safety requirements (e.
g. HIPAA, local health authority guidelines) 2.
Team Leadership & Performance Management Lead Sales and Support Team Leads to drive accountability Monitor team performance against KPIs and SLAs Conduct performance reviews and drive continuous improvement Oversee onboarding, coaching, and ongoing training - including mandatory healthcare compliance and clinical sensitivity training 3.
KPI, SLA & Quality Management Define and track KPIs, SLAs, and QA standards Ensure adherence to service quality benchmarks Analyze performance data and drive corrective actions Maintain QA frameworks that include clinical accuracy, safeguarding protocols, and appropriate triage/escalation to clinical staff where required 4.
Escalation Management Manage high-priority customer escalations Ensure timely resolution of critical cases Coordinate with internal stakeholders for issue closure Identify and escalate safeguarding concerns or patient safety incidents to the appropriate clinical or compliance teams without delay 5.
Cross-Functional Coordination Align with medical, product, and operations teams Ensure updates in protocols are reflected in customer workflows Facilitate smooth communication between departments Work closely with clinical governance and compliance teams to ensure contact centre processes remain audit-ready and adhere to relevant regulatory standards 6.
Workforce & capacity planning Forecast contact volumes and manage staffing levels to maintain SLA targets Oversee scheduling, shift planning, and real-time resource management Partner with HR on hiring, attrition management, and headcount planning Candidate Requirements Minimum 4+ years of experience in Customer Experience, Operations, or Contact Center leadership Proven experience managing Sales and/or Customer Support teams Strong understanding of KPIs, SLAs, QA frameworks, and CRM systems Excellent stakeholder management and cross-functional coordination skills Strong analytical and data-driven decision-making ability Ability to manage escalations and high-pressure operational environments Working knowledge of data privacy regulations relevant to healthcare (e.
g. HIPAA, GDPR, or local equivalents) Demonstrated ability to manage and develop large teams (10+ agents), including Team Lead layers Preferred Qualifications Medical or healthcare background preferred (strong advantage) Experience in healthcare, wellness, or clinical operations environments Familiarity with patient journey management or clinical service workflows Experience in building or scaling customer experience functions Knowledge of workforce management tools (e.
g. Verint, Genesys, NICE) Experience working within accredited or regulated health services (e.
g. CQC, JCI, or equivalent) Key KPIs CSAT / NPS Customer wait time (response + queue time) Ticket resolution time (TAT) Complaint rate QA score (accuracy, compliance, SOP adherence) SLA adherence rate Conversion rate (Sales impact) Retention / repeat engagement rate Team performance metrics (Sales & Support) Safeguarding escalation response time Clinical accuracy rate (% of interactions correctly triaged or signposted) Abandoned call / contact rate Agent attrition rate Compliance audit pass rate
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