Customer Experience Manager
22 days ago
Irving
Job DescriptionLHH 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 OrdinanceMassachusetts 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.