Director Customer Experience Programs

Overview

At Spacelabs Healthcare, you make a difference.

Every member of our worldwide team plays an integral role in improving treatment and helping providers deliver exceptional care to their patients. From newborns to centenarians, more than 60 million people benefit each year from the advancements we make in patient monitoring and management, care coordination, and clinical decision support.

Driven by the belief that anyone who care could be a member of our own family, our team is dedicated to solving the greatest challenges the healthcare system currently faces, including the need to enhance patient experience, improve population health, reduce costs, support care team well‑being, and advance health equity. As part of our mission, we take pride in creating services and technologies that are personalized and tailored to support the needs of healthcare providers anywhere in the world.

Because while we may not be at a patient’s bedside, their health is still in our hands.

The Director of Customer Experience Programs is a crucial role within our organization, responsible for upholding our company values while developing and maintaining compliant Key Opinion Leader (KOL) and Advisory Board Programs. This role partners with customers, marketing and Clinical Optimization Manager, to develop and implement the strategy, processes, best practices, systems, and programs to enhance the customer experience and provide best‑in‑class professional development featuring the outcomes from Spacelabs Clinical Decision Support Offerings.

The Director leads, develops, implements, and evaluates competency‑based curricula for client professional development, incorporating regulatory standards and evidence‑based practices. Leads the development and maintenance of internal and external customer‑facing device training, tools and webinars. Leverages cross‑functional strategic internal and external voice of customers to expand the design, development, and delivery of client programs. Additionally, the Director is tasked with developing and implementing a compliant Continuing Education Program, ensuring compliance with accrediting agency requirements to maintain accreditation of the CE, BRN, and other organizations.

The Director has a deep understanding of customer excellence requirements in a clinical setting and a proven track record of delivering best‑in‑class client education programs, both in‑person and online. The director has extensive knowledge of Learning Management Systems (LMS), effective collaboration skills, and the ability to manage multiple projects simultaneously. A solid background in designing and creating content within the medical device industry is essential.

In collaboration with the VP of Customer Advocacy and Clinical Excellence Programs, the Director will be tasked with leveraging industry benchmarks to create, monitor, evaluate and ensure compliance for all CEU programs, webinars, internal and external customer medical device training, as well as managing the eLearning portal and programs.

In collaboration with the VP of Customer Advocacy and Clinical Excellence Programs, the director will be tasked with, creation of the Customer Experience Net Promoter Score (NPS) program with Sr. Manager Customer Advocacy. Establishing the program, baseline metrics, and path to delight customers.

Strong communication skills are vital, as the Director will need to maintain robust communication channels across the organization and with our customers. The ultimate goal for this role is to achieve excellence by fulfilling their responsibilities within the corporate vision, placing the values of quality first, customer experience, innovation, people development, and delivering financial results.

Direct Reports:
Coordinator of Customer Experience, Sr. Manager Customer Advocacy

• Develops and implements the strategy, processes, best practices, systems, and programs related to professional development
• Develops and maintains and leads customer experience program, Net Promoter Score (NPS)
• Develops and maintains compliant Key Opinion Leader (KOL) and Advisory Board
• Develop Key Opinion Leaders (KOL’s) both in the…