Manager, Customer Experience

The Manager, Customer Experience leads the customer-facing account management function for existing business, ensuring a consistent, proactive, and exceptional experience across the customer lifecycle. This leader builds a high-performing team that strengthens customer relationships, anticipates needs, and delivers on commitments. Partnering with Commercial, Supply Chain, Manufacturing, Engineering, Quality, and Program Management, the role drives effective execution, transparent communication, and cross-functional accountability. Through data-driven leadership and continuous improvement, this position helps protect and grow existing business and strengthen customer confidence in Elevaris.

Customer Experience Strategy & Leadership

• →Develop and execute a customer experience strategy aligned with Elevaris’ commercial objectives, business priorities, and commitment to exceptional customer service.
• →Establish consistent service standards, clear account ownership, and proactive customer engagement practices across the US and UK Customer Experience teams.
• →Champion a customer-centric culture that anticipates needs, builds trust, strengthens relationships, and differentiates Elevaris through the quality of the customer experience.
• →Accountable for the overall effectiveness of the Customer Experience function, consistent service delivery, and continuous improvement in customer satisfaction and retention.

• Education: Bachelor’s degree in business, operations, supply chain, or related discipline; equivalent relevant experience considered.
• Experience: 7+ years in customer experience, customer service, account management, or commercial operations, including 3+ years of people leadership.
• Technical/Functional Skills: Customer account management; order-to-delivery and forecasting processes; KPI analysis; ERP/CRM proficiency; communication, escalation management, and cross-functional influence.
• Language Requirements: Professional fluency in English; ability to communicate effectively with US, UK and Korea stakeholders.

• Experience in medical devices, life sciences, contract manufacturing, or another regulated manufacturing environment.
• Experience leading geographically dispersed teams and managing strategic customer accounts.
• NetSuite experience and familiarity with regulated customer documentation and quality processes.

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodation may be made in accordance with applicable local laws.

• Regular use of computer and communication tools
• Ability to work independently and/or in a team environment
• Additional requirements may vary by role and location

At Elevaris, what we accomplish matters — and so does how we accomplish it. Every employee is expected to demonstrate our Values of Integrity, Invested, Inclusion and Ingenuity through their everyday decisions, behaviors and interactions.

Elevaris is committed to providing equal employment opportunities in all locations where we operate. We do not discriminate on the basis of any characteristic protected by applicable local laws.

An Equal Opportunity Employer/Contractor: Elevaris believes that all persons are entitled to equal employment opportunity. The Company will not discriminate or tolerate discrimination against any employee or applicant because of race, color, creed, religion, genetic information, sex, sexual orientation, national origin, age, status with regard to public assistance, marital or veteran status, disability or any other characteristic protected by local, state or federal law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, training, promotion, transfer, discipline, layoff, recall and termination. Disabled applicants may request any reasonable accommodation needed to enable them to complete the application process.