Customer Experience Manager

Company Description Sirtex Medical is a global leader in healthcare, with offices in the U.S., Australia, Germany, and Singapore, dedicated to improving patient outcomes.

Our mission is to be at the forefront of minimally invasive cancer and embolization therapies. By partnering with physicians, we aim to provide innovative products that enhance patient outcomes and simplify treatments. Achieving this ambitious goal requires passionate and talented individuals who are committed to making a difference. Our flagship product, SIR-Spheres® Y-90 resin microspheres, is a targeted radiation therapy for liver cancer. To date, we have delivered over >150K doses across 50+ countries, significantly impacting patients' lives worldwide. Our success is fueled by our dedication to serving the medical community, maintaining professionalism, fostering a collaborative work culture, nurturing an entrepreneurial spirit, and continuously pursuing innovation and improvement.

At Sirtex, we are committed to creating a great workplace. We offer a range of benefits, programs, and services to support our employees, ensuring they have opportunities to contribute to our success and advance their careers. Join our inclusive community, where you can collaborate with talented colleagues, bring your ideas to life, and advance your career, all while delivering innovative healthcare solutions to patients.

Job Description The Customer Experience Manager is responsible for leading and optimizing the customer experience focusing on customer contact points (order entry & delivery), ensuring accuracy, responsiveness, and a seamless experience for both internal and external stakeholders. This role drives a customer-centric strategy that balances operational excellence, regulatory compliance, and commercial effectiveness within a highly regulated environment.

NOTE: The expected hours of work for this position are M-F from 8:00 AM - 5:00 PM Customer Experience Strategy & Leadership

• Lead the U.S. Customer Experience team to deliver responsive, high-quality support to customers and internal stakeholders and oversee the full order to fulfillment lifecycle.
• Establish service standards and ensure consistent execution across all customer touchpoints.
• Foster a customer-centric culture focused on accountability, responsiveness, and problem-solving.
• Ensure ERP integrity, licensing validation, compliance controls, and process standardization.
• Develop and execute a customer experience strategy aligned with business objectives and growth priorities.
• Establish and monitor key performance indicators (KPIs) to measure service levels, including customer satisfaction surveys, team responsiveness, and performance scoring of troubleshooting work.
• Identify opportunities to enhance customer journey, reduce friction points, and improve overall experience.
• Serve as an escalation point for complex customer issues, ensuring timely and effective resolution.
• Provide insights and recommendations to leadership based on customer trends, feedback, and performance data.

Order Management & Execution (Order Entry & Delivery)

• Oversee the full order lifecycle from order entry through fulfillment confirmation and customer consumption.
• Ensure accuracy and integrity of order processing within ERP systems, including pricing, contracts, and compliance requirements.
• Partner with cross-functional teams to resolve order-related issues, including billing, product availability communication, and documentation.
• Maintain strong controls around licensing, regulatory compliance, and audit readiness.
• Drive process standardization and continuous improvement across order management workflows.

Qualifications

• Bachelor’s degree in Business, Operations, Supply Chain, or related field preferred.
• 7–10+ years of progressive experience in customer service, logistics, order management, or operations.
• 3–5+ years of leadership experience managing teams.
• Knowledge of what "best in class" looks like in customer service, with the ability to identify gaps and the actions that need to be taken to elevate from current state to best in class
• Experience in a regulated industry (medical device, pharmaceutical, or life sciences preferred).
• Exceptional communication skills, with the ability to effectively engage, influence, and present information to stakeholders at all levels of the organization, including senior leadership.
• Strong organizational and prioritization skills, with a proven ability to manage multiple competing priorities in a fast-paced, high-demand environment while maintaining accuracy and attention to detail.
• Demonstrated ability to translate data into actionable insights, supporting continuous improvement and customer experience enhancements.
• Resilient and adaptable, able to navigate ambiguity, shifting priorities, and tight timelines with a solutions-oriented mindset.

The target base salary range for this position will range from $100,000 to $126,000 annually. Individual compensation for this job requisition will be based on non-discriminatory factors, including your geographic location, skills, experience, education and other factors as they relate to the position requirements. Actual compensation may vary depending on the confirmed job-related skills and experience.

In addition to the expected base compensation, this role is eligible to participate in Sirtex’s incentive programs (target bonus of 10% for this position) and benefit plans, which include paid sick and vacation time, health insurance and a generous 401k matching program . Additional Information

All your information will be kept confidential according to EEO guidelines.

Do you want to be part of something bigger? A team whose impact stretches across the globe making a real difference to the quality of people’s lives. Sirtex recognizes that well-being, financial health, and work-life balance are crucial for our employees to achieve personal success.

Sirtex offers qualified candidates:

• Diverse and flexible work arrangements to achieve the optimum balance between work and personal responsibilities.
• A culture of respect, diversity, collaboration, and innovation fostering inclusiveness and superior performance.
• Attractive compensation and benefit packages which are practical, robust and equitable.
• A commitment to support ongoing professional growth through career development, on the job experiences and training opportunities.
• Challenging work which supports the development of new and better ways to improve clinical outcomes for oncology treatment around the world.
• An unwavering commitment to company values, employee safety and excellence in everything we do.

Diversity drives innovation; inclusion fosters belonging, growth and success. Sirtex believes that it takes multiple perspectives and voices to create a culture and workplace which fosters engagement, teamwork, and employee satisfaction to perform our best and deliver on commitments. We are dedicated to fostering an environment where all employees feel valued, included, and can share their ideas so that we can exceed even our own expectations.

Sirtex is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other characteristic protected under applicable law. Sirtex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.