Customer Experience Program Leader

The Role:

As a Customer Experience Program Leader, you’ll oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. You understand the impact you’ll create on customer experience and play one of the most vital roles within our company.

What you’ll do:

• Developing and implementing strategies to improve customers interactions across multiple touchpoints and channels
• Analyzing customer feedback, surveys and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
• Collaborate with cross-functional teams, such as marketing, sales, product development, software solutions and the customer service team to align efforts with the business goals and objectives of both iA and the customer
• Design and implement customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
• Train and educate staff on customer centric approaches and best practices for fostering a customer focused culture throughout the organization
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
• Measure system performance, SLAs, and key business needs of the customers, providing regular reporting to the customer through weekly, monthly, and quarterly business reviews

Who you are:

• Bachelor of Science in business, marketing, or other related field, or commensurate experience
• 3-5 years of experience in project management, account management, or customer success
• Commitment to exceptional customer service
• Analytical and process-oriented mindset with the ability to analyze and solve problems
• Active team player, self-starter, and multi-tasker
• Excellent verbal and written communication skills
• Valid driver’s license

Even better if you have:

• Experience in Pharmacy, Pharmacy automation, Pharmacy operations
• Experience in warehouse fulfillment management practices
• Strong knowledge of Microsoft Power BI, SQL and JIRA management tools
• Salesforce Service Cloud experience

What are the perks?

• Generous time off policy that allows you to put your family first
• Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
• Competitive benefits, salary, and tuition reimbursement programs
• Commitment to professional development and working for a company where your voice is heard

Compensation:

The estimated base annual salary range for this position is $89,215.00 to $107,058.00, though a candidate's base annual salary shall be determined on a range of factors, including, but not limited to, qualifications and experience. This position may additionally be eligible for an annual discretionary bonus.

More about iA:

iA® (Innovation Associates®) is a pharmacy fulfillment company that provides an integrated platform of capabilities to support Centralized and Community Pharmacy Fulfillment Solutions. With over 30 years of experience in the pharmacy fulfillment business, we have developed and implemented a suite of automation and software solutions that help deliver quick and sustainable business results. Our integrated Pharmacy Fulfillment Platform enables scalable solutions that helps run the prescription fulfillment process from prescription acceptance to delivery, supporting dynamic design flexibility to service pharmacies in a variety of volumes and settings. Our solutions improve workflow, and increase efficiency, while enabling more time for pharmacists to focus on their patients. iA works with pharmacy providers in the Commercial, Health Systems, Government, and Mail Order/eCommerce markets. iA can help customers transform their pharmacy. For more information, visit iARx.com.

Mission: We partner with providers to transform pharmacy through our leading-edge software enabled fulfillment technology and partners to deepen the patient-pharmacist relationship, enhancing patient safety and choice while increasing operational efficiency. iA empowers pharmacists to focus on patient care. iA can run the prescription fulfillment process from start to finish, helping pharmacies manage fulfillment and inventory to help lower costs, improve efficiency, increase safety, and provide comprehensive Rx tracking and real-time support.

Our Products:

• Software
• Modular Hardware
• Sophisticated Counting and Collation Devices

Our Core Values:

• Solutions Driven
• Customer Centric
• Championing Diversity
• Empowering Ownership
• Trust Daringly

To learn more about iA’s product, people and culture visit us at iarx.com OR check us out on LinkedIn, Facebook or Twitter!

iA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.