Senior Manager, Customer Experience

Trumbull, CTFull-time$126k–$181kPosted Jul 23, 2026

The Senior Manager, Customer Experience Manager, AMERICAS is responsible for the strategic leadership driving customer experience transformation, efficiencies, and tangible revenue impact in the US within the traditional CS/order management unit. It also leads the Customer Experience team located in Trumbull, CT, comprised of 20-25 Customer Service Agents. In addition to directing all aspects of customer service operations, including Microsoft D365 CRM and phones, this role will drive dramatic improvements that will increase customer satisfaction and retention. The scope of this role includes CSI businesses including Commercial, Operations, Distributions, supporting functions, and key stakeholders.

Essential Duties & Responsibilities:

Strategic Leadership

Owns and leads business-critical and cross-regional initiatives pertaining to business-critical requirements (product recalls, complaints, supply chain gaps, etc),
Develops, implements and anchors strategies for the department that align with the strategic objectives of the company.
Identify areas of opportunity by leveraging data and systems, including making efficient use of available tools, such as 8x8, Microsoft D365 CRM, ERP, Share Point, AI to ensure high productivity, performance, and customer satisfaction. Leads large-scale transformation initiatives (systems, integrations, AI adoption within traditional Cust Service/order management functions.
Develops and implements data-driven solutions that significantly increase customer satisfaction and retention.
Leverage Microsoft-driven AI and other technologies to streamline processes and enhance customer experience.
Designs, enhances, and standardizes processes across regions and functions. Leads business-critical projects for Senior Director, Customer Excellence including integrations, standardizing tasks across functions, KPI development and management.
Leads business-critical projects for Senior Director, Customer Excellence including integrations, standardizing tasks across regions, KPI determining and management.
Reviews and improves “call-center” policies and procedures through monitoring call center activities for volumes, quality, and timeliness.
Ensure Senior Management visibility of CE Scorecard/KPIs and make recommendations for improvement as well as driving these.

Team Management

Develops and sustains a high-performing team and influences cross-functional/global teams
Manages the customer service team and the performance of Customer Service Agents. Leads and directs staff to accomplish all assigned tasks and organizational goals.
Monitor staffing levels and capacity gaps to ensure all tasks are handled within the SLA.
Monitor quality of calls and provide coaching to employees as necessary to improve call quality scores.
Conduct root cause analysis of problems, identify trends and recurring issues, and implement resolutions.
Identify, respond to, and resolve customer service complaints. Create and implement actions that will prevent future complaints of similar nature
Establish professional standards of performance and underlying processes for the department and ensure a system of continuous improvement.
Assist each Customer Service Representative in maintaining favorable relations with customers, Authorized Distributors, Manufacturers' Representatives and Direct Sales teams.
Anticipate and mitigate critical situations that could negatively impact the performance of the business
Able to perform all functions normally required of a Customer Service Representative and assist if needed.
Analyze back-order report to identify and fix orders that have sufficient inventory but have not shipped for various reasons.
Work with cross-functional teams like sales, distribution, accounting to ensure healthy collaboration and resolve any bottlenecks that could impact customer experience.
Evaluate and recommend technological and process improvement projects providing opportunities for improvements in key areas.
Motivate individuals and teams to provide exceptional customer service.
Identify training needs for the Customer Service Team, including ensuring adequate training.
Deliver semi-annual performance reviews with Customer Service Team.
Effectively use coaching and counseling to guide employee development.
Negotiate solutions and resolve conflicts when they arise.

Qualifications:

BS/BA Bachelor’s degree preferred.
Minimum of 7 yrs of experience leading large customer service teams in complex business environments and advanced leadership, strategic thinking, and technical/data expertise.
Deep expertise in customer experience strategy, performance optimization, and analytics.
Demonstrated experience with motivating, coaching, and building high-performing teams.
Strong technical aptitude - previous experience leveraging data and systems to drive improvements.
Strong change management skills to implement change within the team.
In depth understanding of call center performance metrics and measurements.
Clear understanding of customer satisfaction measurements and survey tools.
Proactive and aggressive in solving problems, skilled decision maker.
Ability to prioritize and handle multiple projects and tasks under pressure.
Ability to balance customer needs with business objectives, policies, and operational constraints.

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace. If you are interested in applying and require special assistance or accommodations due to a disability, please contact us at talent.acquisition@coopersurgical.com.

The good faith estimate of the salary range for this role is $126,438 to $180,626. The actual amount offered is determined by a number of factors including but not limited to location, skills and experience.