Customer Experience Manager (Laboratory Services)

Job description

Millstone Medical Outsourcing is a leading provider of customized outsourcing solutions to the medical device industry. Millstone delivers expert post-manufacturing and aftermarket services for medical device manufacturers that foster quality, compliance, and business success. Millstone specializes in packaging, testing, and logistics services all with an unparalleled focus on quality. Job Summary: Millstone Medical Outsourcing is seeking a Customer Experience Manager to serve as the primary point of contact for our laboratory services clients. As an individual contributor, this role is responsible for owning the client relationship, ensuring successful onboarding, laboratory output aligns with customer expectations and Millstone’s quality standard. The Customer Experience Manager will lead the cross-functional execution between laboratory operations, quality and sales. The Customer Experience Manager will serve as the voice of the customer conducting regular check-ins with lab-ops to ensure high priority samples are moving through the operations and proactively alert customer to any challenges. This is not a transactional customer service role. This position requires a proactive,...