Job Description
About the Role
As the Customer Experience Systems Manager at Phothera, you will lead the strategic design and implementation of systems, tools, and measurement frameworks that shape how our customers—clinicians, care teams, and patients—experience our brand. This role sits at the intersection of customer service, operations, and marketing. You will ensure that every customer interaction reflects our brand values and drives satisfaction, loyalty, and advocacy. You will also manage the Customer Care Manager and team, driving both day-to-day service excellence and long-term experience innovation.
Key Responsibilities
Customer Experience Strategy & Infrastructure
- Design and implement scalable, branded customer experience processes across all touchpoints.
- Develop metrics and dashboards to measure customer satisfaction, NPS, and experience consistency.
- Select and roll out CRM/ticketing systems and automation tools to support seamless customer journeys.
- Build and maintain a knowledge base, FAQs, and self-service tools aligned with our brand voice.
Customer Support Oversight
- Oversee and support the Customer Care Manager and team in delivering timely, accurate, and empathetic support.
- Set SLAs and performance benchmarks across channels (phone, email, web).
- Establish escalation paths and root cause tracking to reduce recurring issues.
- Maintain alignment with compliance and regulatory standards (FDA, HIPAA, etc.).
Brand Identity & Marketing Collaboration
- Ensure all customer-facing communications reflect Phothera’s tone, values, and visual identity.
- Partner with Marketing to align service messaging, tone, and brand voice across customer journeys.
- Support development of brand-protective messaging for use across support, onboarding, and education.
Cross-functional Leadership
- Act as the voice of the customer across Product, Quality, Regulatory, Sales, and Engineering.
- Champion customer feedback loops to drive product and process improvements.
- Collaborate with marketing and operational teams to ensure brand-aligned customer touchpoints.
Team Leadership & Culture Building
- Manage, coach, and develop the Customer Care Manager and support team.
- Foster a culture of customer empathy, brand stewardship, and continuous improvement.
- Define hiring plans and build team capacity as the company scales.
Qualifications
- 7+ years of experience in customer experience, operations, or customer service management—preferably in medical device, healthcare, or life sciences industries.
- Proven track record of implementing customer experience systems and feedback loops.
- Strong understanding of brand identity, customer journey mapping, and marketing collaboration.
- Experience managing and mentoring teams.
- Familiarity with compliance standards (FDA, HIPAA) preferred.
- Strong communicator and systems thinker with a passion for enhancing the customer experience.