Manager, Customer Experience

About Elevaris Medical Devices

Tired of working at a "good" job?

At Elevaris, our goal is not to be good, it's to be extraordinary.

Extraordinary performance comes from extraordinary people. And the foundation for extraordinary people is extraordinary culture. Our values describe the behaviors that define our unique culture. They are what set us apart and what makes us trusted leaders in our field.

Elevaris Medical Devices is leveraging a legacy of trust and expertise to usher in a new era of precision medical device development and manufacturing capabilities. We are development and engineering experts focused on delivering precision solutions to our medical device customers. Elevaris Medical Devices is one of the world's leading manufacturers of made-to-spec procedural needles. Beyond needles, we are also a Contract Development and Manufacturing Organization (CDMO) to industry-leading, multi-national healthcare companies, global original equipment manufacturers (OEMs), and emerging technology companies. We also distribute a wide range of complementary pharmaceutical products, surgical instruments, and medical supplies.

ROLE PURPOSE

The Manager, Customer Experience leads the customer-facing account management function for existing business, ensuring a consistent, proactive, and exceptional experience across the customer lifecycle. This leader builds a high-performing team that strengthens customer relationships, anticipates needs, and delivers on commitments. Partnering with Commercial, Supply Chain, Manufacturing, Engineering, Quality, and Program Management, the role drives effective execution, transparent communication, and cross-functional accountability. Through data-driven leadership and continuous improvement, this position helps protect and grow existing business and strengthen customer confidence in Elevaris.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Customer Experience Strategy & Leadership

• Develop and execute a customer experience strategy aligned with Elevaris’ commercial objectives, business priorities, and commitment to exceptional customer service.
• Establish consistent service standards, clear account ownership, and proactive customer engagement practices across the US and UK Customer Experience teams.
• Champion a customer-centric culture that anticipates needs, builds trust, strengthens relationships, and differentiates Elevaris through the quality of the customer experience.
• Accountable for the overall effectiveness of the Customer Experience function, consistent service delivery, and continuous improvement in customer satisfaction and retention.

Strategic Account Management & Customer Relationships

• Provide leadership and oversight of ongoing customer account management, with particular focus on Elevaris’ largest and most strategic customers and their steady-state business.
• Ensure effective execution of Quarterly Business Reviews (QBRs), including customer performance, operational KPIs, forecasts, business risks, and improvement commitments.
• Partner with Commercial leadership to understand evolving customer needs, proactively address relationship risks, and identify opportunities to protect and grow existing business.
• ccountable for strong customer relationships, effective account management practices, and proactive management of customer expectations and commitments.

Operational Execution & Customer Commitments

• Oversee customer account management processes, including customer setup, order management, pricing verification, contract review coordination, backlog management, and order fulfillment tracking.
• Ensure customer forecasts, purchase order coverage, demand changes, and delivery requirements are accurately communicated and coordinated with Supply Chain, Planning, Manufacturing, and Finance.
• Establish clear escalation and recovery processes for delivery delays, order discrepancies, and other issues affecting customer commitments, ensuring timely communication and resolution.
• Accountable for reliable customer-facing execution, accurate and timely communication, and effective coordination of customer commitments across functions.

Cross-Functional Partnership & Business Alignment

• Build strong working partnerships with Commercial, Supply Chain, Manufacturing, Engineering, Quality, and Program Management to align customer requirements with business priorities and operational capabilities.
• Lead cross-functional coordination and issue resolution when customer commitments, quality expectations, delivery performance, or customer relationships are at risk.
• Ensure effective transitions from New Product Introduction (NPI) to steady-state production, with clear customer ownership, complete handoffs, and continuity of service.
• Accountable for effective cross-functional collaboration, timely escalation, and clear ownership and follow-through on customer-related actions and commitments.

Customer Performance, Forecasting & Business Insights

• Establish, monitor, and communicate key customer experience and operational performance indicators, including On-Time Delivery (OTD), On-Time In-Full (OTIF), order accuracy, backlog, responsiveness, and quality performance.
• Oversee customer forecasting, purchase order coverage, and revenue tracking for existing business, partnering with Commercial, Supply Chain, and Finance to improve demand visibility and business predictability.
• Analyze customer feedback, purchasing trends, operational performance, and recurring service issues to identify emerging risks, improvement opportunities, and actions that strengthen customer confidence.
• Accountable for accurate customer performance visibility, reliable demand information, and actionable insights that support customer satisfaction and business performance.

Process Excellence & Continuous Improvement

• Evaluate and improve Customer Experience processes, workflows, and service standards to strengthen responsiveness, accuracy, consistency, and operational efficiency.
• Drive effective use of ERP, CRM, reporting tools, and standardized practices to improve data integrity, communication, accountability, and team productivity.
• Partner with cross-functional stakeholders to identify root causes of recurring customer issues, streamline handoffs, and implement sustainable improvements to the end-to-end customer experience.
• Accountable for consistent, efficient, and scalable customer experience processes and measurable improvements in service quality and operational effectiveness.

People Leadership, Development & Engagement

• Lead, coach, and develop a high-performing Customer Experience team, establishing clear responsibilities, performance expectations, and accountability across roles and locations.
• Build team capabilities in customer relationship management, communication, problem-solving, business acumen, and cross-functional collaboration through ongoing coaching, feedback, and development.
• Foster an inclusive, engaged, and empowered team culture that encourages ownership, recognizes contributions, and reinforces Elevaris’ Values in everyday decisions and interactions.
• Accountable for team performance, employee engagement, capability development, and a culture of accountability, collaboration, and continuous improvement.

DECISION RIGHTS & KEY RELATIONSHIPS

 Decision rights: Set customer experience operating practices, workload priorities, escalation paths, and team service expectations within approved commercial and operational policies.

Customer commitments: Oversee accuracy and timeliness of order confirmations, contract review completion, customer forecast submissions, and commitment lists; escalate decisions requiring functional approval.

Key relationships: Commercial/Sales, Supply Chain and Planning, Manufacturing and Shipping, Finance, Quality & Regulatory Affairs, Engineering, Program Management, and customer contacts.

WHAT SUCCESS LOOKS LIKE

 Customer Experience: Strong customer satisfaction, retention, proactive communication, and effective resolution of escalations.

Delivery & Accuracy: Improved OTD/OTIF, order accuracy, responsiveness, and visibility to backlog and at-risk commitments.

Business Predictability: Reliable forecasts, purchase order coverage, revenue tracking, and early identification of customer risks and opportunities.

Cross-Functional Execution: Clear handoffs, effective NPI-to-steady-state transitions, timely recovery plans, and accountable follow-through.

People & Improvement: An engaged, capable team with clear expectations and measurable improvements in processes and service consistency.

CAPABILITIES & QUALIFICATIONS

 Minimum Requirements

• Education: Bachelor’s degree in business, operations, supply chain, or related discipline; equivalent relevant experience considered.
• Experience: 7+ years in customer experience, customer service, account management, or commercial operations, including 3+ years of people leadership.
• Technical/Functional Skills: Customer account management; order-to-delivery and forecasting processes; KPI analysis; ERP/CRM proficiency; communication, escalation management, and cross-functional influence.
• Language Requirements: Professional fluency in English; ability to communicate effectively with US, UK and Korea stakeholders.

Preferred Qualifications

• Experience in medical devices, life sciences, contract manufacturing, or another regulated manufacturing environment.
• Experience leading geographically dispersed teams and managing strategic customer accounts.
• NetSuite experience and familiarity with regulated customer documentation and quality processes.

HOW WE WORK

At Elevaris, what we accomplish matters — and so does how we accomplish it. Every employee is expected to demonstrate our Values of Integrity, Invested, Inclusion and Ingenuity through their everyday decisions, behaviors and interactions.

As a people leader, demonstrate Integrity through transparency and accountability; Invested through ownership, urgency, and coaching; Inclusion through collaboration and empowerment; and Ingenuity through root-cause problem solving and continuous improvement.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodation may be made in accordance with applicable local laws.

• Regular use of computer and communication tools
• Ability to work independently and/or in a team environment
• Additional requirements may vary by role and location

GLOBAL COMPLIANCE & EQUAL OPPORTUNITY

Elevaris is committed to providing equal employment opportunities in all locations where we operate. We do not discriminate on the basis of any characteristic protected by applicable local laws.

An Equal Opportunity Employer/Contractor: Elevaris believes that all persons are entitled to equal employment opportunity. The Company will not discriminate or tolerate discrimination against any employee or applicant because of race, color, creed, religion, genetic information, sex, sexual orientation, national origin, age, status with regard to public assistance, marital or veteran status, disability or any other characteristic protected by local, state or federal law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination. Disabled applicants may request any reasonable accommodation needed to enable them to complete the application process.