Remote opportunity at
PointClickCareSr. Customer Experience Manager (US)
The Senior Customer Experience Manager is a remote, full-time, senior position in the US, as the title indicates. Working alongside the Customer Experience Director, the manager…
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About This Role
The Senior Customer Experience Manager is a remote, full-time, senior position in the US, as the title indicates. Working alongside the Customer Experience Director, the manager partners with several company groups to define, supervise and gauge the customer journey from first contact onward. The work is about directing, coaching and resolving hard problems that depend on careful analysis of data. The manager oversees ad hoc quantitative and qualitative studies that…
Job Description
The Senior Customer Experience Manager is a remote, full-time, senior position in the US, as the title indicates. Working alongside the Customer Experience Director, the manager partners with several company groups to define, supervise and gauge the customer journey from first contact onward. The work is about directing, coaching and resolving hard problems that depend on careful analysis of data.
The manager oversees ad hoc quantitative and qualitative studies that rely on a mix of research methods, and gives daily guidance and coaching to internal and outside researchers. The role applies advanced technical skill and brings practices from one discipline into other areas. It shapes colleagues' views, anticipates pushback and reduces friction before it grows. Decisions made here affect how well a team or group of customers performs in the short term.
The job requires seven years of hands-on experience in marketing research, including setting up and running customer experience measurement methods. The candidate should show a record of steering business goals toward a better customer experience, and should use data to persuade others. Proficiency in Excel, PowerPoint and Power BI is expected, and so is an undergraduate degree in a business, math or science discipline.
Remote employees must attend in-office events that involve travel to the Mississauga or Salt Lake City office, including onboarding, team gatherings and the twice-yearly and annual team meetings. Understanding of the healthcare sector and experience at a SaaS company are listed as preferred.
Responsibilities
- Define, supervise and measure the full customer experience with multiple internal teams
- Direct ad hoc quantitative and qualitative studies and the methods they use
- Offer ongoing direction and mentoring to both in-house and outside research personnel
- Resolve complicated issues that call for deep examination of situations and data
- Apply advanced technical skill and pass proven practices to other teams
- Win over colleagues with different views and address objections early
- Convert findings into recommendations for both long-range strategy and daily decisions
Requirements
- Seven years of hands-on marketing research work, including setting up and running customer experience measurement
- Track record of steering business goals toward a stronger customer experience
- Analytical ability and a habit of using data to influence others
- Working skill in Excel, PowerPoint and Power BI
- Undergraduate degree in business, mathematics or science
Qualifications
- Understanding of the healthcare sector
- Prior success working inside a SaaS company
Core Skills
Benefits
- Benefits begin on the first day of employment
- Retirement plan with employer matching
- Flexible paid time off
- Wellness resources and support programs
- Parental and caregiver leave
- Fertility and adoption assistance
- Learning and development support
- Employee assistance program
- Inclusion and allyship groups
- Employee recognition
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the Senior Customer Experience Manager role remote?
Yes, the posting lists it as remote. Remote staff must still attend in-office events that involve travel to the Mississauga or Salt Lake City office.
How much experience does the role call for?
The posting asks for seven years of hands-on marketing research work, including setting up customer experience measurement.
What software should candidates know?
The posting asks for working skill in Excel, PowerPoint and Power BI.
Does the posting give a salary?
No. A salary is not stated for this role.
Sample Interview Questions
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