Senior Manager, Customer Experience

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Senior Manager, Recipient Customer Experience

About the role

The Senior Customer Experience Manager will serve as a leader and role model to drive superior customer service and will use customer insights to identify and deliver on opportunities to improve the experience of the customer. Daily responsibilities include ensuring teams are delivering to targets, providing focused coaching and development and adherence to Cochlear’s policies and procedures. The Senior Manager of Customer Experience will utilize Voice of Customer data to deliver elevated service to customers and internal partners. The Senior Customer Experience Manager is a strategic leader who will make use of excellent communication skills, both verbal and written to meet the needs of Cochlear’s customers.

Key Responsibilities

• Lead, hire, manage, coach, and develop supervisors and team members to ensure superior customer experience delivery across all recipient facing Customer Experience groups. Hold team members accountable for performance, recognize strong performance and address performance gaps accordingly
• Lead operational process development and issue resolution to ensure coordination across customer‐facing and internal customer support teams
• Manage the daily, weekly, monthly and annual performance targets for service measures, quality measures and contact center metrics
• Identify areas of needed improvement and efficiency in the Customer Experience organization to drive initiatives both in the department and organization wide strategic initiatives
• Coordinate customer experience team delivery of program, product launches and initiatives and ensure executing to goals
• Ensure timely and effective resolution of customer issues

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

• Bachelor's Degree highly preferred
• 7+ Years of Experience with at least 3 years of experience in Customer Service leadership or Contact Center team management
• Experience working in a high-volume, high stress environment
• Clear understanding of how to utilize Workforce Management and Quality Assurance Teams to improve stability and performance of customer service teams.
• Experience developing procedures and systems to support a consumer product or service

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Pay Range in the United States: $120,000 - $130,000 based upon experience, as well as an annual bonus opportunity of 15% of base salary. Exact compensation may vary based on skills, experience, and location.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information.  May be asked to occasionally transport/move up to 30 pounds, depending on the position. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures and processes to customers (whether internal or external).  Influence, organization/classification of information and planning are also required.

The work environment is an office environment. This is representative of the environment an individual may encounter while performing the essential functions of this job.

Deadline to apply by August 29th, 2025.

Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at www.cochlear.us/careers to learn more.  

Cochlear Americas is an Equal Opportunity Employer. We will provide reasonable accommodations for qualified individuals with disabilities.  If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.