Manager, Customer Experience - Contact Center

About the role

The Manager, Customer Experience - Contact Center leads projects and collaborates cross functionally, and with vendors, to drive customer satisfaction and increase customer retention and loyalty. This role is responsible for delivering world-class customer interactions across all PureWick support channels, including the Nurse Support Program. This role supports the execution of the CX strategy by maintaining high levels of customer satisfaction and NPS, driving continuous improvement, testing and implementing service policies, overseeing customer operations to meet Service Level Agreements, and handling executive escalations.

Responsibilities

• The Manager, Customer Experience can perform all the duties of the PureWick Care Specialist and ensure our customers are supported with the highest quality including but not limited to:
• Ensure the delivery of white-glove, personalized support through phone, email, chat, SMS, social media, and Nurse Support Program.
• Track vendor performance against KPIs, conduct root cause analysis for variances, and implement corrective actions
• Drive customer satisfaction and loyalty through achieving top quartile levels of NPS.
• Deep dive on promoter and detractor analysis and other available metrics and insights to support continuous improvement.
• Build customer relationships based on trust by demonstrating empathy, patience, and professionalism, especially with escalated customer interactions and executive escalations.
• Manage customer onboarding, retention and loyalty programs.
• Communicate promotions and journeys to the Customer Care team.
• Support training delivery for new products, services or systems as needed.
• Perform Quality monitoring, participate in calibrations and. ensure process adherence.
• Required education and experience
• Bachelor's degree in business or related field
• 5+ year experience in Customer Support within a contact center environment
• 3+ year experience leading a Customer Support team
• Direct to Consumer experience required
• Analytical skills to deep dive in KPI's and customer insights
• Experience working with multi-channel customer support (phone, email, chat, social).
• Exceptional verbal and written communication skills with the ability to simplify complex concepts. Native English speaker.
• High empathy, emotional intelligence, and a passion for helping others.
• Strong problem-solving skills and comfort with technical troubleshooting.
• Ability to work in a regulated environment and handle sensitive health information responsibly.
• Multi-task oriented. Able to manage multiple customers with strong organizational skills. Able to assess problems and overcome objections.
• Professional attitude and appropriate business judgment in all aspects of this position.

Requirements

• Experience managing contact center vendors preferred
• Urology, incontinence, and PureWick experience is a plus.
• Why Join Us?
• We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.
• To learn more about BD visit https://bd.com/careers .
• Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religio

Additional Information

We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities. Job Description

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