Customer Experience Manager

Build a career powered by innovations that matter!  At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing—improving productivity, enhancing people’s lives and redefining what’s possible.  We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications—from minimally invasive surgery to robotics to 3D metal printing.

Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific.  Looking for a great place to work?  You have found it with a culture that embraces teamwork, collaboration and empowerment.  Come explore Novanta.

This position supports Novanta’s Robotics & Automation businesses, including ATI Industrial Automation and Novanta IMS. These teams develop industry-leading solutions spanning robotic end-of-arm tooling, force/torque sensing and integrated stepper motors that enable high-performance automation systems across a wide range of industries.

Summary

The Customer Experience Manager is responsible for leading the Customer Service organization supporting ATI and Novanta IMS product lines. This role drives excellence across the entire order-to-fulfilment experience, ensuring accurate, timely, and high-quality interactions with customers.

This leader will oversee daily operations, develop team capability, and implement process improvements that enhance efficiency, scalability, and customer satisfaction. A key component of this role is leading the operational readiness and adoption of a new enterprise system, ensuring processes, tools, and teams are aligned for long-term success.

The ideal candidate combines strong people leadership with operational rigor and a passion for continuous improvement in a fast-paced, technical B2B environment.

Primary Responsibilities

Customer Experience & Operations

• Lead all customer service activities, including order entry, order management, and customer communication
• Ensure on-time, accurate order processing while maintaining high responsiveness to customer inquiries
• Establish and drive KPIs related to customer experience, including order accuracy, cycle time, and customer satisfaction
• Serve as the escalation point for complex customer issues and ensure timely resolution

Process Improvement & Systems

• Identify and implement process improvements to streamline order entry, reduce errors, and increase efficiency
• Lead the transition and adoption of new enterprise systems, ensuring alignment of processes, roles, and data
• Develop and standardize workflows, tools, and best practices across ATI and IMS customer service operations
• Partner with IT, sales, operations, and finance to improve end-to-end order-to-cash processes

Team Leadership & Development

• Lead, coach, and develop a team of Customer Service representatives
• Set clear performance expectations and manage team KPIs and accountability
• Conduct regular performance reviews and provide ongoing feedback and development plans
• Foster a high-performing, collaborative, and customer-focused team culture

Cross-Functional Collaboration

• Partner with Sales, Operations, Production, Quality, and Finance to ensure alignment on customer commitments
• Support Inside Sales and Account Management teams with order execution and customer engagement
• Provide data-driven insights to leadership on customer trends, operational performance, and improvement opportunities

Data, Metrics & Continuous Improvement

• Analyze performance data to identify trends, bottlenecks, and root causes
• Implement continuous improvement initiatives to enhance customer experience and operational efficiency
• Support audit requirements (SOX, ISO) and ensure compliance with internal policies and procedures

Required Experience, Education, Skills, Training and Competencies

• Bachelor’s degree in business, engineering, or a related field
• 5–7+ years of experience in customer service, sales operations, or order management in a B2B manufacturing environment
• Proven leadership experience managing and developing customer-facing teams
• Experience driving process improvements and leading operational change initiatives
• Strong understanding of order-to-cash processes and customer service operations
• Experience working with CRM and ERP systems (implementation or transformation experience strongly preferred)
• Strong analytical and problem-solving skills with the ability to use data to drive decisions
• Excellent communication, collaboration, and organizatio