Customer Experience Manager

Customer Experience Manager

Here at Avanos Medical, we passionately believe in three things: Making a difference in our products, services and offers, never ceasing to fight for groundbreaking solutions in everything we do; Making a difference in how we work and collaborate, constantly nurturing our nimble culture of innovation; Having an impact on the healthcare challenges we all face, and the lives of people and communities around the world.

At Avanos you will find an environment that strives to be independent and different, one that supports and inspires you to excel and to help change what medical devices can deliver, now and in the future. Avanos is a medical device company focused on delivering clinically superior breakthrough solutions that will help patients get back to the things that matter. We are committed to creating the next generation of innovative healthcare solutions which will address our most important healthcare needs, such as reducing the use of opioids while helping patients move from surgery to recovery. Headquartered in Alpharetta, Georgia, we develop, manufacture and market recognized brands in more than 90 countries. Avanos Medical is traded on the New York Stock Exchange under the ticker symbol AVNS.

Essential Duties And Responsibilities

The Avanos Customer Service Leadership Team is accountable for ensuring customers receive world-class service with every interaction. Through collaboration, we turn good ideas into great outcomes. As Customer Experience Manager, you will lead a growing team of Customer Experience Analysts focused on enhancing the end-to-end customer and patient journey. This role serves as a unifying leader across multiple customer touchpoints, overseeing escalations from outsourced teams, driving performance through data, and removing friction from the customer experience.

With a dual focus on operational excellence and customer-centric strategy, this individual will build structure, define metrics, and execute process improvements that drive accountability, efficiency, and an exceptional customer experience. This person is a Strategic Leader, Problem Solver, and Customer Advocate.

As a Strategic Leader, this individual connects daily operations to long-term vision. They anticipate future needs, translate strategy into executable plans, and align team priorities with broader organizational goals. With a strong grasp of the customer journey, this leader turns insights into action, guiding their team to proactively shape and elevate the customer experience.

As a Problem Solver, this leader empowers their team to dig beyond symptoms to identify and eliminate root causes. They apply structured thinking to resolve complex challenges, balancing urgency with long-term sustainability. Leveraging collaboration across functions, they drive continuous improvement while maintaining focus on service excellence and the voice of the customer.

As a Customer Advocate, this individual champions the customer's perspective across the organization. They lead with empathy and clarity, ensuring that internal processes and decisions reflect customer needs. Through coaching and direct engagement, they guide their team to resolve escalations with compassion and precision, always striving to reduce customer effort and build trust.

Key Responsibilities

• Lead, coach, and develop a team of Customer Experience Analysts who serve as escalation points for both commercial and patient service operations.
• Establish performance standards, define measurable goals, and ensure team alignment with department KPIs and strategic objectives.
• Foster a culture of collaboration, ownership, and customer-first problem solving.
• Define the short- and long-term vision for customer experience excellence within the Service Center and Patient Care channels.
• Drive consistency in the way customer issues are escalated, diagnosed, resolved, and analyzed.
• Champion a proactive experience model by identifying root causes and implementing scalable improvements.
• Collaborate with key stakeholders across Sales, Planning, Marketing, Distribution, IT, and Compliance to advocate for the voice of the customer.
• Participate in strategic corporate initiatives such as product launches, acquisitions, and system enhancements.
• Support continuous improvement by embedding feedback loops and customer insights into internal planning.
• Develop and monitor real-time metrics for customer effort, NPS, and issue resolution.
• Use analytics and dashboards to identify patterns in escalations, uncover inefficiencies, and drive performance improvements.
• Ensure alignment with quality control standards, compliance (HIPAA, FDA, PCI), and standard operating procedures.
• Serve as the final escalation point for high-impact customer issues requiring cross-functional coordination or executive visibility.
• Guide Analysts in conducting thorough investigations and delivering timely, empathetic resolutions.
• Manage complex order-to-cash (SAP) and customer relationship (Salesforce.com) cases with precision and urgency.
• Lead the evolution of the Customer Experience Analyst function and team structure.
• Design and implement playbooks, escalation matrices, and communication protocols.
• Drive the adoption of new tools, technologies, and reporting structures to improve customer touchpoints.

Your Qualifications

Required:

• Bachelor's degree or equivalent relevant experience.
• 7+ years of progressive customer service or experience leadership, with at least 3 years managing direct reports.
• Proven success in driving customer satisfaction initiatives and managing escalations at scale.
• Strong knowledge of SAP (Order-to-Cash), Salesforce.com (Service Cloud), and customer experience metrics.

Preferred:

• Background in medical devices, healthcare delivery, or patient-centric service environments.
• Experience managing a team supporting both domestic and international customers.
• Familiarity with HIPAA, FDA, and healthcare compliance regulations.
• Experience designing workflows or leading CRM/ERP transformation initiatives.
• Certification in Customer Experience (e.g., CCXP) or Lean Six Sigma is a plus.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

Salary Range: The anticipated average base pay range for this position is $104,000.00 - $121,000.00. In addition, this role is eligible for an attractive incentive compensation program and benefits.