This position supports Novanta's Robotics & Automation businesses, including ATI Industrial Automation and Novanta IMS. These teams develop industry-leading solutions spanning robotic end-of-arm tooling, force/torque sensing and integrated stepper motors that enable high-performance automation systems across a wide range of industries.
SummaryThe Customer Experience Manager is responsible for leading the Customer Service organization supporting ATI and Novanta IMS product lines. This role drives excellence across the entire order-to-fulfilment experience, ensuring accurate, timely, and high-quality interactions with customers.
This leader will oversee daily operations, develop team capability, and implement process improvements that enhance efficiency, scalability, and customer satisfaction. A key component of this role is leading the operational readiness and adoption of a new enterprise system, ensuring processes, tools, and teams are aligned for long-term success.
The ideal candidate combines strong people leadership with operational rigor and a passion for continuous improvement in a fast-paced, technical B2B environment.
Primary ResponsibilitiesCustomer Experience & Operations
- Lead all customer service activities, including order entry, order management, and customer communication
- Ensure on-time, accurate order processing while maintaining high responsiveness to customer inquiries
- Establish and drive KPIs related to customer experience, including order accuracy, cycle time, and customer satisfaction
- Serve as the escalation point for complex customer issues and ensure timely resolution
Process Improvement & Systems
- Identify and implement process improvements to streamline order entry, reduce errors, and increase efficiency
- Lead the transition and adoption of new enterprise systems, ensuring alignment of processes, roles, and data
- Develop and standardize workflows, tools, and best practices across ATI and IMS customer service operations
- Partner with IT, sales, operations, and finance to improve end-to-end order-to-cash processes
Team Leadership & Development
- Lead, coach, and develop a team of Customer Service representatives
- Set clear performance expectations and manage team KPIs and accountability
- Conduct regular performance reviews and provide ongoing feedback and development plans
- Foster a high-performing, collaborative, and customer-focused team culture
Cross-Functional Collaboration
- Partner with Sales, Operations, Production, Quality, and Finance to ensure alignment on customer commitments
- Support Inside Sales and Account Management teams with order execution and customer engagement
- Provide data-driven insights to leadership on customer trends, operational performance, and improvement opportunities
Data, Metrics & Continuous Improvement
- Analyze performance data to identify trends, bottlenecks, and root causes
- Implement continuous improvement initiatives to enhance customer experience and operational efficiency
- Support audit requirements (SOX, ISO) and ensure compliance with internal policies and procedures
Required Experience, Education, Skills, Training and Competencies- Bachelor's degree in business, engineering, or a related field
- 5-7+ years of experience in customer service, sales operations, or order management in a B2B manufacturing environment
- Proven leadership experience managing and developing customer-facing teams
- Experience driving process improvements and leading operational change initiatives
- Strong understanding of order-to-cash processes and customer service operations
- Experience working with CRM and ERP systems (implementation or transformation experience strongly preferred)
- Strong analytical and problem-solving skills with the ability to use data to drive decisions
- Excellent communication, collaboration, and organizational skills
- Ability to work cross-functionally and influence without direct authority
- High attention to detail and ability to operate effectively in a fast-paced environment
Competencies:
- Drives and Delivers Impact - Delivers Results: Does what it takes in order to consistently meet expectations. Action-Oriented: Approaches work with a sense of urgency and drive. Prioritize: Identifies the vital few and focuses resources and energy on the most impactful tasks. Executional Rigor: Uses metrics to measure progress and inform decision-making.
- Champions Customer Value Creation - Wins with Customers: Delivers innovative solutions that help customers differentiate themselves. Champions Customer Insights: Seeks feedback and utilizes VOC in order to optimize value. Market Foresight: Employs business acumen and market intelligence to anticipate trends.
- Innovation: Skilled at enabling and pursuing breakthrough innovation that customers need.
- Embraces the Novanta Growth System - Continuous Improvement Mindset: Actively seeks opportunities to improve upon the current state. Novanta Growth System: Implements and leverages process and best practices to improve performance. Champions Growth: Enthusiastically develops and embraces best practices in order to drive continuous growth for self and others. Stretch Goals: Takes calculated risks, balancing stretch and strain, to test the limits of what is possible.
- Builds Inclusive Winning Teams - Eye for Talent: Consistently hires, promotes and exports talented individuals. Mentors & Develops People: Builds organizational capability by investing in the development of people.
- Manages Performance: Sets clear expectations and holds people accountable for performance.
- Embraces Diversity: Builds inclusive teams of diverse individuals that find the best solutions together.
- Negotiating - Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.
