Customer Experience Manager

Company Overview:

Position Overview:

Key Responsibilities:

• Manage and improve customer service operations (contact center, KPIs, escalations).


• Drive customer experience initiatives and align with global standards.


• Oversee regulatory compliance and act as Safety Control Manager for medical devices.


• Collaborate cross-functionally (Marketing, Sales, QA, RA) and global teams.


• Lead team development, workforce planning, and performance improvement.


• Monitor budgets, policies, and implement continuous improvement strategies.

Requirements:

• Strong leadership and communication skills (Japanese native, English business level).


• Experience in customer experience, operations, or healthcare industry.


• Outsourced call enter management experience


• Ability to work in a fast-paced, matrixed environment.