Manager, Digital CX CRM​/Telephony

Responsibilities

• Lead digital customer experience (CX) strategy and execution for US Customer Service related to CRM and Telephony platforms.
• Oversee performance, adoption, and optimization of the CRM and Telephony platforms.
• Drive governance, enhancements, and user experience improvements in partnership with IT and business stakeholders.
• Develop and analyze customer insights and performance metrics to identify trends, risks, and improvement opportunities.
• Partner with Customer Service, Sales, Finance, Supply Chain, and Global Services teams to align digital CX solutions with business needs.
• Lead continuous improvement initiatives to increase digital adoption, reduce manual effort, and improve service outcomes.
• Ensure compliance with internal controls, data governance standards, and applicable policies.
• Support roadmap development, prioritization, and implementation of digital CX capabilities.
• Prepare and deliver insights, recommendations, and performance updates to leadership.

• Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field.
• 6–8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions.
• Experience leading programs, platforms, or teams focused on digital enablement or CX improvement.
• Strong analytical skills with experience leveraging data and insights to drive decisions.
• Preferred:
  Experience with CRM, Telephony, or digital ordering platforms.
• Familiarity with ERP or customer analytics tools.
• Experience in a regulated industry such as medical devices, healthcare, or life sciences.
• Experience driving digital adoption and change management.
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
• Excellent written, verbal, and presentation communication skills.
• Ability to translate business needs into actionable digital solutions.
• Other Language:
  English (required).