Manager, Customer Experience

Job Description Summary

The Manager, Customer Experience is responsible for delivering world‑class customer interactions across all Pure Wick support channels, including the Nurse Support Program. This role supports the execution of the CX strategy by maintaining high levels of customer satisfaction and Net Promoter Score (NPS), driving continuous improvement, testing and implementing service policies, overseeing customer operations to meet service level agreements, and handling executive escalations.

The Manager leads projects and collaborates cross‑functionally, with vendors, to drive customer satisfaction, retention, and loyalty.

• Ensure the delivery of white‑glove, personalized support through phone, email, chat, SMS, social media, and Nurse Support Program.
• Track vendor performance against KPIs, conduct root‑cause analysis for variances, and implement corrective actions.
• Drive customer satisfaction and loyalty by achieving top quartile NPS levels.
• Deep dive on promoter and detractor analysis and other metrics to support continuous improvement.
• Build customer relationships based on trust, demonstrating empathy, patience, and professionalism, especially with escalated interactions and executive escalations.
• Manage customer onboarding, retention, and loyalty programs.
• Communicate promotions and journeys to the Customer Care team.
• Support training delivery for new products, services or systems as needed.
• Perform quality monitoring, participate in calibrations, and ensure process adherence.

• Bachelor’s degree in business or related field, or equivalent experience.
• 5+ years of experience in Customer Support.
• 3+ years of experience leading a Customer Support team.
• Analytical skills to deep dive into KPIs and customer insights.
• Experience with Contact Center software and tools.
• Experience working with multi‑channel customer support (phone, email, chat, social).
• Exceptional verbal and written communication skills;
  Native English speaker.
• High empathy, emotional intelligence, and passion for helping others.
• Strong problem‑solving skills and comfort with technical troubleshooting.
• Ability to work in a regulated environment and handle sensitive health information responsibly.
• Urology, incontinence, and Pure Wick experience is a plus.
• Multi‑task oriented with strong organizational skills; able to manage multiple customers and overcome objections.
• Professional attitude and appropriate business judgment in all aspects of this position.
• Experience managing contact center vendors is preferred.

• Ability to read and comprehend detailed instructions, business correspondence and memos; compose basic correspondence.
• Ability to effectively present information in one‑on‑one or small group situations;
  Native English speaker.

• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, fractions, and decimals.

• Must have the ability to solve practical problems and deal with a variety of situations where limited direction has been given.
• Ability to interpret a variety of instructions furnished in written or oral format.
• Ability to make decisions on the spot and recommend a course of action.

• Behave ethically and align behavior with company values.
• Build and maintain positive working relationships internally and externally.
• Communicate effectively—speak, listen, and write in a clear, thorough, and timely manner.
• Demonstrate creativity and innovation by developing new ways to improve operations.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.