Lead Customer Service Experience Manager

Role overview Lead complex customer escalations from initial assessment through resolution, coordinating Customer Care teams and other stakeholders to maintain customer confidence and meet business objectives. The role combines risk analysis, customer communication, process improvement, and coaching in a remote U.S. setting.

Responsibilities - Set expectations with customers and internal teams, and guide escalations through resolution. - Analyze escalation patterns and root causes; recommend improvements to service quality, workflows, and customer satisfaction. - Develop resolution plans with Customer Care leadership and monitor results against procedures, policies, and budget guidelines. - Review reports to prioritize risks, track progress, and identify improvement opportunities. - Coordinate impact assessments, reports, and presentations with sponsors, research sites, clinical research associates, and other stakeholders. - Lead governance and improvement projects, and coach coordinators and managers.

Requirements - Bachelor’s degree in electronics, technical-school completion, or equivalent practical experience. - At least five years in escalation management, client success, or customer experience; customer care, clinical trials, or a related field is preferred. - Four or more years as a customer service experience manager or in an equivalent role. - Strong analytical, risk-management, problem-solving, organizational, and time-management skills. - Clear written and spoken English, including the ability to explain technical information to varied audiences. - Proficiency with Microsoft Office; LEAN or ITIL and Agile certifications are listed.

Benefits and work setup Remote work is available for candidates based in the United States. Listed benefits include medical, dental, and vision coverage; life and disability insurance; tuition reimbursement; and employee assistance and wellness programs. Benefit details are localized for U.S.-based positions.