Customer Experience Program Manager

$90,000 - $146,000/Yr

Spark - Brea, CA

Full-time - Senior

Brea, CA

Social Assistance

About the position

The Customer Experience Program Manager at Spark will be instrumental in enhancing customer satisfaction by ensuring exceptional service across all interactions. This role focuses on gathering and analyzing customer feedback, improving service workflows, and leading cross-functional project teams to address gaps in the customer journey. The position emphasizes teamwork, respect, and performance, offering growth opportunities within a successful business unit of Envista.

Responsibilities

• Develop and administer surveys and interview templates while regularly engaging with customers to ensure a continuous flow of feedback
• Conduct in-person visits to understand customers' businesses and identify how Ormco can better meet their needs
• Gather and incorporate feedback from the Ormco NA Sales Team to identify areas for improvement
• Use data to identify gaps in the customer journey in conjunction with the analyst team
• Lead cross-functional teams to close gaps in the customer experience
• Evaluate feedback from various sources, prioritizing actions based on their impact on the customer experience
• Partner with the Customer Experience management team to review current workflows and implement changes based on customer and sales feedback
• Work closely with product management to integrate the voice of the customer into the development of Ormco products
• Actively participate in project launches to enhance the Customer Experience and ensure seamless coordination between teams
• Promote and foster a customer-focused mindset throughout the organization

Requirements

• Minimum 5+ years of relevant experience in a customer service leadership role or a role driving cross-functional process improvement
• Bachelor's degree in Business Administration, Healthcare Management, or related field
• Able to travel domestically up to 15%
• Must reside within a commutable distance to Brea, CA

Nice-to-haves

• Excellent communication and interpersonal skills
• Strong leadership abilities with a focus on cross-functional collaboration
• Intermediate knowledge of Microsoft Office tools, particularly Excel
• Knowledge of the orthodontic industry is a plus

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching