Manager, Customer Experience

Driven by a commitment to research, quality, and service, PDI provides innovative products, educational resources, training, and support to prevent infection transmission and promote health and wellness. Encompassing three areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture, and distribute leading edge products for North America and the world. We have several locations across the US and are looking for new Associates to join our team! 

POSITION PURPOSE 

The Manager of Customer Experience (CX) is responsible for leading the evolution of our Customer Care Team across a growing manufacturing and sales organization while building and fostering a highly engaged, collaborative, and customer-centric team culture of operational excellence. This role will champion a data-driven approach to customer experience management, leveraging analytics and performance metrics to enhance service levels, improving scorecard performance, and identify opportunities for continuous improvement. As customer expectations increasingly center on supply chain visibility, responsiveness, and reliability, this leader will develop and execute process improvements and operational enhancements that strengthen customer partnerships and support evolving business requirements.

ESSENTIAL FUNCTIONS AND BASIC DUTIES 

Customer Experience Operations & Continuous Improvement 

• Support and enhance customer experience processes to align with business goals across operations, sales, and distribution partner networks.
• Develop and manage CX metrics and KPIs to measure service performance and customer satisfaction.
• Continuously optimize the end-to-end order fulfillment process, identifying friction points and opportunities for differentiation.
• Serve as escalation point for complex customer service issues and non-standard return requests, and critical customer concerns.
• Promote a customer focused culture within the Customer Care Team and cross-functional partnerships.

Data-Driven Insights & Process Improvement   

• Identify and implement process improvements to streamline Customer Care processes and incorporate automation that will improve customer experience and scorecard results.
• Leverage internal and external data insights to develop actionable strategies to improve service levels, customer scorecards, and overall performance.
• Implement solutions to transition customer facing manual efforts to digital workflows.

Associate Engagement & Performance Management Leadership 

• Cultivate a customer experience-focused environment grounded in collaboration, accountability, and professional development.
• Promote a high-performing, team-oriented culture where associate feedback is encouraged and valued.
• Oversee performance management, training initiatives, and adherence to standard operating procedures (SOPs).
• Foster a culture of continuous improvement to streamline processes across order-to-cash, fulfillment, and after-sales support.

Cross-Functional Collaboration

• Partner with Sales, Supply Chain, Planning, Operations, Quality, Finance, and Product Management to align customer commitments with operational execution.
• Communicate customer feedback, service trends, and supply concerns to key stakeholders to support informed decision-making.
• Support strategic initiatives and cross-functional projects focused on improving customer outcomes and business performance.

KEY COMPETENCIES 

• Customer-Centric Mindset: Deep commitment to understanding and advocating for customers.
• Analytical Thinking: Ability to translate complex data into clear insights and actions.
• Collaborative Leadership: Builds trust and alignment across teams and functions.
• Change Agility: Comfortable driving transformation in a dynamic environment.
• Communication Excellence: Clear, persuasive communicator with all levels of the organization.
• Engagement Focus: Actively fosters a positive, inclusive, and motivated workplace culture.  

PERFORMANCE MEASUREMENTS 

• Measurable improvement in customer and distributor satisfaction with scorecard alignment.
• Increased alignment across departments around customer priorities.
• Effective use of Microsoft Dynamics 365 to drive visibility, efficiency, and insight.
• High levels of associate engagement and team performance.
• Scalabl