Job Title:  Customer Experience Manager

Position Summary

The Customer Experience Manager (CEM) acts as the point of support and communication between the Customer and Offsite Reprocessing Centers (ORC). The CEM will support on boarding with the wider ORC operations team, address and resolve Customer quality issues within a timely manner handles disputes and will ensure all Customer complaints are processed according to the Quality Management requirements. The CEM will work with the ORC Senior Leadership to provide investigation, including root cause analysis with corrective actions back to the Customer. Facilitating quarterly Quality Management Reviews according to Customer agreements. Works collaboratively with the wider Business Development Team and ORC Operational Team to ensure all new Customers are onboarded, supporting training & education of the Customer, and executing short- and long-term objectives as outlined in the business plan. The CEM supports existing business and growth opportunities to ensure achievement of financial goals.

Duties

Customer Experience 

• Coordinates and manages on-boarding activities for new Customers (services development, transition planning, go-live, etc.).
• Manages Customer instrument inventory and instrument handling expectations and related programs in collaboration with the ORC Operational team.  
  • Works with the Customer to determine “extra instrument” inventory to be stored at the ORC if applicable.   
  • Manages reporting inventory usage and opportunities for improvement in “missing and extra” instrument process.
• Supports initial and on-going Customer training related to services (i.e. instrument pre-cleaning and preparation for transport, in-servicing on receiving sterile product, use of Customer Portal, etc.). 
• Addresses Customer issues/disputes; resolve issues through phone, email, or in-person as applicable.
• Monitors Service Reports (quality issues submitted by the Customer) and Customer Service Reports initiated by the ORC (returned tray audit reports).  Responsible for responding to all Customer quality issues and ensuring resolutions meet Customer expectations. Presents Customer Service Reports back to the Customer and collaborates with the Customer to identify root cause and solutions to issues identified.
• Addresses quality / Customer issues and disputes on a regular basis as agreed with the Customer to ensure outcomes of resolution are implemented for both the Customer and ORC service providers.
• Monitors and reports Customer-facing ORC KPIs.  Ensures contracted and internal KPIs are accurate and leads discussions with Customers on ORC performance while managing Customer expectations on KPIs.  Partners with ORC operations manager to ensure adequate resolution to operational issues identified through KPIs are implemented.
• Facilitates Quarterly Business Reviews with the Customer, or other quality review requirements as outlined in Customer agreements

Customer On-Site Presence 
•    Spends dedicated time each week On-Site at existing Customers conducting OR and SPD process observations and engaging key Customer Stakeholders (including Surgeons, Executives and Staff) to enhance the Customer experience with the services delivered while developing and expanding the partnership.
•    Establishes a regular cadence for pulse checks, meetings and QBR’s to be conducted in person when possible and acceptable for the Customers.
•    Utilizes the data and information available from SynergyTrak to develop Customer specific educational support provided On-Site to the OR and SPD Staff.
•    When applicable, collaborates with Vendor Reps to support Vendor tray program development and implementation, including Customer leadership staff, surgeon introductions and relationship building.

Duties - cont'd

Supporting ORC Functionality
•    Works closely with the ORC Leadership team at all times, communicating all Customer areas of concern and working collaboratively to create an agreed plan of remedial action.
•    Oversees ORC Instrument Coordinator Customer support activities with ORC Leadership and evaluates Instrument Coordinator performance against short-term and long-term objectives.
•    Participates and supports the ORC Leadership team in achieving a favorable P&L outcome.
•    Ensures all classified Non-Conformances are documented in Trackwise within a timely manner.
•    Manages for the ORC Leadership team as required

STERIS Collaboration and Support 
•    Collaborates with Operations Team, Business Development Team and STERIS IPT and Service Teams to grow market share and achieve business objectives. 
•    Supports the growth market presence of STERIS business offerings in collaboration with STERIS teams.
•    Supports the Business Development Team in executing Customer contracts by offering on-site support during pre-Transition, Go Live into steady state service provision.
•    Works collaboratively in developing and executing Customer contracts under the guidance of the Operational and Business Development Team, Regional Director and Executive Leadership Team.
•    Acts as the Customer liaison for Customer billing to address Customer invoicing questions, manage Customer credits and justifications, and ensures process for providing Finance the needed Customer information and billing data is correct and accurate.

Education Degree

Required Experience

1. Bachelor’s degree from an accredited university or college and 7 years (15 years without a bachelor’s degree) of experience in roles of increasing leadership and responsibility in areas of Customer management, operations management, regulatory compliance, quality improvement, or related field.
2. Strong leadership abilities to manage and influence change through matrix managed organization. (3+ Years)
3. Proficient with utilizing aspects of instrument tracking software and other sources of data or information related to the business. (5 Years)
4. Sound business acumen in making strategic decisions based on situational data, observations, and analysis. (5+ Years)
5. Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)

Preferred Experience

1. Preferred experience in Sterile Processing or Perioperative leadership position and/or Sterile Processing or Perioperative consulting position with process improvement experience. (5+Years)

Skills

1. Possesses attentiveness and ability to Understand and respond to Customer needs.
2. Ability to resolve disputes and quality issues in a professional manner.
3. Self-motivated and eager to learn.
4. Manages time effectively.
5. Communicates clearly in verbal and written form and uses positive language.
6. Ability to apply critical thinking during times of need
7. Demonstrates composure, resilience, and flexibility.
8. Adapts quickly to changing priorities and Customer needs.
9. Encouraging to team and staff; able to mentor and lead multidisciplinary team members.
10. Goal-oriented, organized team player, commitment to delivery and excellence.
11. Accurate and precise attention to detail.