Requisition ID: 929513
Store #: E05432 RXO CSAT STCLD
Position: Full-Time
Total Rewards: Benefits/Incentive Information General FunctionThe Sr. Customer Satisfaction Manager (CPM) collaborates with Senior Customer Satisfaction Managers at key labs to oversee iECP customers' daily operations, reporting, and insights. This role ensures service and quality performance monitoring, working closely with sales, customer service, manufacturing, logistics, supply chain, and quality teams to resolve operational issues, identify improvements, and enhance central functions. The CPM drives operational excellence and supports the iECP market by maintaining strong communication across all levels and fostering a customer-focused, problem-solving approach.
Major Duties & Responsibilities- Develop and manage a 360° program for independent customers, collaborating with Commercial, Customer Service, and Operations teams.
- Partner with customer satisfaction managers at labs to clarify and escalate issues while gathering new requirements.
- Analyze data, understand processes, and drive root cause analysis for timely issue resolution.
- Engage with labs, sales, and customer service to address and resolve outstanding issues.
- Provide feedback to supply chain, customer service, and operations teams for continuous improvement.
- Advocate for customers and work with stakeholders to implement program enhancements.
- Identify and implement process improvements to increase efficiency and standardization.
- Conduct regular sales reviews to assess performance, resolve issues, and align on upcoming activities.
- Organize weekly meetings with cross-functional teams to address priorities and problem-solving for the iECP market.
- Guide customer satisfaction managers at each lab on priority issues.
Basic Qualifications- Education: BA/BS in a related field required; Master's preferred.
- Experience:
- 5+ years in program, project, or technical management.
- 3+ years in performance analysis.
- 3+ years in optical industry roles (ECP practice, lab operations, or supply chain preferred).
- Strong project management and analytical skills.
- Knowledge of Lab Management Software (Optifacts, DVI), Practice Management Software, and ECP Ordering Portals preferred.
- Excellent communication, collaboration, and organizational skills.
- Proficiency in Microsoft Office and reporting tools.
- Travel required 25%-30%
Preferred Qualifications- Customer Focus: Build strong customer partnerships for issue resolution.
- Data & Insights: Analyze lab data to identify trends and improve service.
- Results-Driven: Enhance processes to improve service levels and reduce costs.
- Communication: Align stakeholders and drive program success through clear communication.
Pay Range: 111,999.67 - 127,487.00
This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.
