Customer Experience Manager

LHH is looking for a Customer Experience Manager for one of our top healthcare clients.

Key Responsibilities

Leadership & Team Development

• Lead, coach, and develop a customer service team of approximately 10 employees

• Foster a culture of accountability, communication, and continuous improvement

• Serve as a trusted leader during escalations and operational challenges

• Conduct performance management, development planning, and employee coaching

• Drive employee engagement and team performance initiatives

Customer Experience & Operations

• Oversee customer service operations, order management, and account support activities

• Ensure exceptional customer experience and issue resolution

• Partner cross-functionally with sales, operations, inventory, finance, and leadership teams

• Support onboarding, account setup, pricing, and customer-related operational processes

Inventory & Asset Management

• Manage and optimize complex inventory operations in a high-volume environment

• Monitor inventory movement, utilization, reconciliation, asset tracking, and reporting

• Analyze inventory KPIs, turnover, accuracy, and performance metrics

• Support inventory control initiatives and operational best practices

• Understand and oversee complex SKU and asset management environments

Analytics & Reporting

• Develop and maintain KPI dashboards and performance reporting

• Analyze operational data to identify trends, opportunities, and risks

• Present weekly and monthly performance metrics to leadership

• Utilize data to drive decision-making and operational improvements

Process Improvement

• Identify opportunities to improve workflows, efficiency, and customer outcomes

• Develop and implement standard operating procedures (SOPs) and work instructions

• Lead continuous improvement initiatives across customer service and inventory functions

• Streamline processes and eliminate operational bottlenecks

Operational Support

• Become cross-trained across all customer service functions

• Provide hands-on support during peak periods and staffing gaps

• Maintain a deep understanding of operational workflows and processes

• Partner with stakeholders to ensure seamless execution across departments

Qualifications

Required

• Bachelor's degree or equivalent combination of education and experience

• 5+ years of progressive customer service, operations, or supply chain leadership experience

• Proven experience leading and developing high-performing teams

• Strong inventory management, asset management, or inventory control experience

• Experience working in high-volume operational environments

• Demonstrated success with KPI development, reporting, and analytics

• Experience driving process improvement and operational excellence initiatives

• Strong ERP, CRM, or enterprise systems experience

• Excellent communication, leadership, and problem-solving skills

• Ability to collaborate effectively across multiple departments

Preferred

• Experience with SAP, Salesforce, or similar enterprise systems

• Background in manufacturing, industrial, distribution, supply chain, logistics, healthcare, or other asset-intensive environments

• Experience managing complex inventory operations with large SKU counts

• Knowledge of customer service operations, order management, and inventory analytics

Core Competencies

• Customer Focus

• Leadership & Team Development

• Operational Excellence

• Inventory Management

• Process Improvement

• Data Analysis & Reporting

• Cross-Functional Collaboration

• Strategic Thinking

• Problem Solving

• Change Management

What We're Looking For

The successful candidate will be a proactive, high-energy leader who thrives in a fast-paced environment. You are someone who enjoys improving processes, developing people, using data to drive decisions, and taking ownership of operational outcomes. You are comfortable balancing strategic initiatives with day-to-day execution and are not afraid to roll up your sleeves when needed.

Work Environment

• Onsite position in Irving, TX

• Fast-paced, collaborative environment

• High visibility role with meaningful impact across the organization

• Opportunity to lead operational improvements and build high-performing teams

Pay Details: $120,000.00 to $150,000.00 per year

Search managed by: Brady Herber

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.