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

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy

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.