Customer Experience Manager

Responsibilities

• Own the end-to-end customer journey across Sales and Support functions to ensure consistent service quality
• Lead Sales and Support Team Leads to drive accountability and performance
• Monitor team performance against KPIs, SLAs, and QA standards
• Manage high-priority customer escalations and coordinate timely resolutions
• Ensure all customer interactions meet healthcare regulations, patient safety requirements, and data privacy standards
• Forecast contact volumes and manage staffing levels through effective workforce and capacity planning
• Align with medical, product, and operations teams to ensure protocols are reflected in customer workflows

Requirements

• 4+ years of experience in Customer Experience, Operations, or Contact Center leadership
• Proven experience managing both Sales and Customer Support teams
• Demonstrated ability to manage and develop large teams of 10+ agents, including Team Lead layers
• Strong understanding of KPIs, SLAs, QA frameworks, and CRM systems
• Working knowledge of healthcare data privacy regulations such as HIPAA or GDPR
• Strong analytical skills and the ability to make data-driven decisions in high-pressure environments

Preferred Qualifications

• Medical or healthcare background with experience in clinical operations
• Experience building or scaling customer experience functions
• Familiarity with patient journey management or clinical service workflows
• Knowledge of workforce management tools such as Verint, Genesys, or NICE
• Experience working within accredited or regulated health services

About the Company

Metabolic Health is dedicated to improving health outcomes through specialized care and operational excellence in a regulated healthcare environment.