Customer Experience Manager
Johnson & Johnson · Irvine, CA
CommercialFull-time$102k–$177kCompany career page
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Role summary
Johnson & Johnson seeks a Customer Experience Manager to lead the MedTech Electrophysiology technical and clinical support call center in Irvine, California. The role involves managing customer service operations, setting performance metrics, overseeing complaint resolution, and driving process improvements across US, Canada, and EMEA regions.
What they're looking for
- Bachelor's degree minimum
- Leadership experience managing customer service or technical support teams
- Knowledge of technical customer service operations and call center management
- Experience with performance metrics, SLAs, and process improvement methodologies
- Familiarity with medical device or healthcare industry preferred
- Strong communication and analytical skills for cross-functional collaboration
What you'll be doing
- Lead and manage the electrophysiology call center team and oversee technical support operations
- Establish and monitor key performance metrics, SLAs, and customer satisfaction goals
- Analyze customer issues and trends to implement process improvements and troubleshooting enhancements
- Direct internal critical issue processes and external customer communications for problem resolution
- Conduct performance management, resource allocation, and ensure team compliance with company policies
Privacy & handoff
This role links to Johnson & Johnson's own application system. RoleLantern records your interest and checks the link, but the application happens on the employer's site and status updates may not come back to us. Clicking apply does not mark you as applied automatically.