Director, Customer Experience - Remote

Overview

The Director, Customer Experience is responsible for leading and optimizing the end-to-end Quote to Cash (Q2C) experience across North America, ensuring every commercial touchpoint is efficient and designed to deliver seamless customer experience.

In Short

• Lead the Q2C Customer Experience strategy across all customer and associate touchpoints.
• Evaluate and optimize technology platforms and tools.
• Champion a culture of customer-centricity.
• Drive cross-functional alignment with Sales, Marketing, Legal, AR, and Global teams.
• Establish and standardize best practices across regions, products, and services.
• Define and report on operational metrics to drive continuous improvement.
• Serve as the voice of the customer across commercial operations.
• Requires Bachelor's degree with 15+ years in customer experience.
• 8+ years of people leadership experience.
• Experience in medical devices or life sciences industries.

Requirements

• Bachelor's degree or higher.
• 15+ years of proven maturity in customer experience strategies.
• 8+ years of leadership in Customer Experience or Client Services.
• Understanding of the Quote to Cash lifecycle.
• Experience with CRM, ERP, and CLM platforms.
• Ability to drive cross-functional improvements.
• Integration experience systems across functions.

Benefits

• Comprehensive benefit programs including health care and paid time off.
• 401(k) for eligible employees.
• Bonus/incentive pay eligibility.
• Flexible remote working arrangements.