Customer Experience Program Manager

Job Description:

Ormco is searching for a visionary, energetic individual to join the Customer Experience team. The Customer Experience Program Manager will play a crucial role in enhancing our customers’ experience by ensuring exceptional service at all touchpoints. This role involves seeking out and analyzing customer feedback, improving customer service workflows, and managing cross-functional project teams. You will be working in an environment based on teamwork, respect, performance, and responsibility. This is a unique opportunity to join a successful business within Envista with growth opportunities.

Responsibilities:

• Develop and administer surveys and interview templates while regularly engaging with customers to ensure a continuous flow of feedback
• Conduct in-person visits to understand customers’ businesses and identify how Ormco can better meet their needs
• Gather and incorporate feedback from the Ormco NA Sales Team to identify areas for improvement
• Use data to identify gaps in the customer journey in conjunction with the analyst team
• Lead cross-functional teams to close gaps in the customer experience
• Evaluate feedback from various sources, prioritizing actions based on their impact on the customer experience
• Partner with the Customer Experience management team to review current workflows and implement changes based on customer and sales feedback
• Work closely with product management to integrate the voice of the customer into the development of Ormco products
• Actively participate in project launches to enhance the Customer Experience and ensure seamless coordination between teams
• Promote and foster a customer-focused mindset throughout the organization

Job Requirements:

REQUIRED:

• Minimum 5+ years of relevant experience in a customer service leadership role or a role driving cross-functional process improvement
• Bachelor’s degree in Business Administration, Healthcare Management, or related field
• Able to travel domestically up to 15%
• Must resided within a commutable distance to Brea, CA (Corp office).

PREFERRED SKILLS:

• Excellent communication and interpersonal skills
• Strong leadership abilities with a focus on cross-functional collaboration
• Intermediate knowledge of Microsoft Office tools, particularly Excel
• Knowledge of the orthodontic industry is a plus

Physical Demands:

The physical demands described here must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this Job, the employee is regularly required to sit. The employee is frequently required to walk. The employee is occasionally required to stand. The employee must occasionally lift and move up to 10 pounds.
• The work environment characteristics described here represent those an employee encounters while performing this job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$90,000 - $146,000

Operating Company:

Spark

The Spark™ Clear Aligner System is manufactured by Ormco™, a global leader in innovative orthodontics products. Spark aligners are made with TruGEN™, the latest innovation in clear aligner material. In the same way that Spark is designed to give orthodontists more control and flexibility, our careers are designed to give you more control and flexibility. Working at the intersection of technology and patient needs, you’ll be positioned to drive disruptive thinking and spark your career.

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.