Customer Experience Manager

Job description

Your goal is to build and lead a world-class patient experience team, ensuring our patients get seamless, high-quality support throughout their journey. You’ll be responsible for managing a team of agents, developing processes, and driving performance—making sure we’re delivering the best possible care while also operating efficiently. This is a rare opportunity to take ownership of a growing team and shape how we support patients at MANUAL. You’ll play a key role in optimising our operations, scaling the team effectively, and ensuring we’re always improving the experience we offer. You’re someone who thrives in a fast-moving environment, enjoys solving problems, and knows how to inspire and develop a team to deliver outstanding service. What you’ll do: Managing a team of Patient Experience Specialists, setting clear expectations and driving performance Coaching and developing your team, ensuring every agent has the support and guidance to succeed Building a strong team culture that motivates and empowers agents to provide the best experience Identifying trends in patient contacts, feedback, and complaints—then leading initiatives to improve our processes Working closely with cross...