Customer Experience Manager
hace 5 días

ZOLL Medical is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency.

With customers in more than 140 countries, we continue to expand our reach, as well as our product offerings. Hospitals, emergency medical services (EMS), and others trust us to provide high-quality products and exceptional customer service.

ZOLL products are used every day across the globe to save the lives of people who suffer sudden cardiac arrest. From Real CPR Help® technology an industry first to the world’s only wearable defibrillator, our capabilities and features set us apart.

But none of this would be possible without the motivation and dedication of ZOLL employees, and we’re invested in their success.

We offer competitive salaries and a comprehensive benefits package. Join our team. It’s a great time to be a part of ZOLL!

NOTE : ZOLL now mandates COVID vaccinations subject to legal exemptions

Job Summary : In this highly impactful, matrixed role, you will focus on what’s most important for our customers’ experiences, driving improvements to these processes and touchpoints.

You will work closely cross-departmentally to analyze data and drive impactful improvements to our customers’ experiences with ZOLL products and services.

You will rally the business around customer needs and lead major strategic initiatives to enable excellent experiences throughout the customer lifecycle.

You are excited to take on new challenges and make significant impacts as a key member of our Global Customer Experience team.

You are passionate about advocating for our customers, not afraid to convince someone to change their mind and you’re able to change your mind when needed to improve customer interactions with ZOLL.

Essential Functions :

Measure & Communicate Effectiveness of Customer Experience

Compile & communicate external & internal customer experience metrics for RESUS globally

Become a "Voice of Customers" for internal stakeholders; Propel customer feedback and metrics throughout the business to drive informed decisions positively impacting customer experiences.

Collaborate with functional organizations to escalate, analyze & respond to customer input.

Collaborate Cross-Functionally to Improve Customer Experiences

Partner with functional leaders to prioritize & drive timely execution of RESUS-wide roadmap of improvements for excellent customer experiences.

Contribute to quarterly business plans, working cross-functionally on growth initiatives and global strategies with impactful results

Conflict Resolution and Escalation Management

Support the prioritization of and lead the execution of impactful process improvement activities based on key customer experience metrics

Relentlessly pursue identification of true root cause and implementation of sustainable resolutions

Skills Required :

Excellent communication skills - Communicates openly, with transparency and listens thoughtfully to understand diverse perspectives while inspiring teams globally to enable excellent customer experiences

Resilient & persistent to tackle & complete significant projects

Courageous and respectful in challenging how we’ve always done things; takes the time to deeply understand the challenges and opportunities to appropriately take measured risks.

Proven Project Management Skills

Process Oriented

Diplomatic for cross functional conflict resolution

Ability to influence & gain consensus with diverse teams.

Desire to increase exposure to and deepen understanding of different customer needs in various channels around the world (Global Business Partners, Global Hospital, Global EMS, Global Public Safety, Global Militaries)

Preferred Education & Experience :

Proven experience collaborating cross functionally and globally to improve customer issues.

Process Improvement Experience

Experience working in a regulated industry.

5+ years in customer facing role or similar

Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities will be reviewed periodically as duties and responsibilities change with business necessity.

Essential and marginal job functions are subject to modification.

ZOLL Medical Corporation appreciates and values diversity. We are an Equal Opportunity Employer M / F / D / V.

ADA : The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990

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