customer advocacy manager

ASHBY

<div>Hi, I&rsquo;m Anum, Head of Content &amp; U.S. Community here at Ashby. I joined Ashby in 2023 to build a content organization that looks very different from the traditional service desk many companies mistake for content marketing. Instead, our team owns some of the most strategic, high-impact work in the company including our Offer Accepted podcast, our Talent Trends reports, senior talent leader courses, and every session for our Ashby One conference.
One of the most exciting opportunities ahead of us is elevating how we tell customer stories. Ashby has some of the most thoughtful, innovative, operationally excellent customers in the market, and the love they share publicly and privately is reflective of the unique product, team, and company we&rsquo;re building. We&rsquo;re now ready to turn that into a world-class customer advocacy engine that is equal parts storytelling, systems design, creative experimenting, and community building.
To lead that, we&rsquo;re hiring a Content Lead for Customer Advocacy: someone who has the editorial taste to reimagine case studies, the creativity to invent new story formats, the operational rigor to build an advocacy program from scratch, and the intuition to understand what resonates in the modern TA zeitgeist.
If you&rsquo;re energized by combining narrative craft, customer relationships, product thinking, and community dynamics to create something foundational, this is a role you&rsquo;ll love. We recognize this role asks for a different mix than traditional content or PMM roles, and hope to find someone excited about flexing into new areas while evolving their familiar work into new, refreshing outputs.<h3 class="jobSectionHeader">
What you&rsquo;ll be responsible for in this role</h3>
Reimagine Ashby&rsquo;s customer case study strategy, end to end.
You&rsquo;ll lead a full reinvention of how Ashby tells customer stories across video, written formats, and emerging creative mediums.<ul><li>
Elevate our core case studies (like those on ashbyhq.com/customers) by showcasing both best practices in modern recruiting and the measurable, real-world impact of the product. You will also work with our VP Marketing, Harriet, to elevate many of these stories for key brand moments like Ashby One.</li><li>
Rethink written customer case studies and narratives, pushing toward richer storytelling, deeper operational detail, and clearer distribution strategies across channels (owned, earned, sales and CS, paid, community).</li><li>
Develop inventive, culturally resonant formats, from a Hot Ones-style series to recruiter karaoke to narrative mini-docs, designed to entertain, educate, and spark community pride while helping buyers understand real considerations in choosing an ATS and showcasing our amazing customers.</li></ul>
You&rsquo;ll bring creative instincts and a deep read on the TA zeitgeist to craft stories that feel unmistakably Ashby.
In partnership with Customer Success, build and run Ashby&rsquo;s customer advocacy &amp; reference program.
You&rsquo;ll architect the infrastructure that turns organic goodwill into a sustainable, ethical, and scalable program.<ul><li>
In partnership with Customer Success, establish clear systems for tracking advocacy contributions across content, product feedback, event participation, and references.</li><li>
Build mechanisms for thanking customers meaningfully and responsibly, always ensuring objectivity and never crossing ethical boundaries.</li><li>
Develop a structured, respectful reference process that protects customer time while enabling Sales and Marketing to tap into the incredible strength of our user base.</li><li>
Partner with CS, Product, and RevOps to ensure insights and contributions flow back into the business.</li></ul>
Capture and amplify organic love from the community.
Each week, dozens of practitioners share unprompted stories about Ashby, our product, our sales cycle, our reliability, our people. Today we capture some of it on our &ldquo;Ashby Wall of Love,&rdquo; but we&rsquo;re barely scratching the surface.
You will:<ul><li>
Build a system that monitors, categorizes, and elevates this love across LinkedIn, Slack, in-product feedback, and customer channels.</li><li>
Turn this sentiment into scalable assets, from testimonial moments to themed compilations to category education pieces.</li><li>
Thoughtfully shepherd the right advocates toward more formal channels (e.g., G2) without ever forcing it or compromising authenticity.</li><li>
Partner with Demand Generation on thoughtfully gifting our most vocal advocates.</li></ul>
Your work will help prospects and the broader TA world see what our customers experience every day.<h3 class="jobSectionHeader">
Strengthen internal voices and scale user-generated content.</h3>
Great advocacy starts inside the building. You&rsquo;ll help Ashby employees, especially those closest to customers, develop stronger, clearer, more confident voices in public spaces so that we can better enable our customers and the community with best practices and ways to get more value from our product and content.<ul><li>
Partner with internal teams to surface great stories, insights, product acumen, and practical playbooks.</li><li>
Build processes that make it easy for employees to contribute to UGC, #AshbyHiddenGems, and other community-forward initiatives.</li><li>
Guide teams on how to speak credibly and helpfully in the market without feeling overly polished or promotional.</li><li>
Have a deep understanding of our content strategy and calendar to find exactly the right moments, pieces, and threads to distribute through our team into more public channels.</li></ul><h2 class="jobSectionHeader">
You will probably love this role if&hellip;</h2><ul><li>
You get real energy from customer stories, both the tactical workflow optimizations to the emotional transformation that comes with great hiring.</li><li>
You see case studies not as artifacts, but as a strategic engine that shapes brand, community, and pipeline and you know how to develop case studies that both showcase the customer and hit on Ashby&rsquo;s differentiation or market hesitation.</li><li>
You have strong editorial taste and a knack for spotting the story inside the story.</li><li>
You&rsquo;re excited by the idea of building a program from the ground up: systems, playbooks, frameworks, incentives, creative formats, distribution strategy.</li><li>
You love experimenting with new media and formats and thinking about how TA culture is shaped online.</li><li>
You thrive in high-ownership environments where the bar for quality is extremely high and you&rsquo;re trusted to define the bar. You have exceptional taste.</li><li>
You think in terms of ecosystems and how advocacy connects to community, content, sales, CS, and brand.</li><li>
You value nuance, ethics, and relationship-building. You never push a customer to say something that doesn&rsquo;t feel natural or fair.</li><li>
You&rsquo;re as comfortable with operational rigor (tracking, tagging, measurement) as you are with creative storytelling and narrative craft.</li><li>
You want to be part of a team that deeply believes content and community are the heart of modern GTM.</li></ul><h2 class="jobSectionHeader">
This role is not for you if&hellip;</h2><ul><li>
You&rsquo;re looking for a traditional case-study writer role focused on turning out assets on request.</li><li>
You prefer following a fixed playbook rather than defining a new category of advocacy in TA.</li><li>
You&rsquo;re uncomfortable interviewing customers, synthesizing complex stories, or navigating sensitive feedback.</li><li>
You shy away from creative experimentation and you&rsquo;re not excited about the challenge of bringing B2B SaaS into creative, fun, contexts you would usually only see reserved for B2C brands.</li><li>
You don&rsquo;t enjoy building systems, tagging frameworks, advocacy scoring models, tracking pipelines, distribution processes.</li><li>
You prefer roles where KPIs are strictly volume-based; this role rewards craft, signal, quality, and relationship strength.</li><li>
You&rsquo;re not interested in learning the product deeply or building intuition about TA practitioners&rsquo; workflows, pressures, and culture.</li><li>
You&rsquo;re uncomfortable with autonomy or ambiguity. This role is both visionary and highly executional &mdash; no two weeks will look the same.</li></ul>
Interview Plan
At Ashby, our team and interview process want to help you show your best self. We&rsquo;ll dive into past projects and simulate working together via project working sessions. Our interview process is:<ul><li>
30-minute intro call (Recruiter Screen)</li><li>
45-minute interview with Anum Hussain (Hiring Manager)</li><li>
30-minute interview with Benji Encz (CEO)</li><li>
Panel: 30-minute interview with Harriet Johnston (VP, Marketing) &amp; 30-minute interview with Rosalia Cefalu (Head of PMM)</li><li>
A take home assignment reviewed by the hiring team</li><li>
Final Round Interview (60-90 min)</li></ul>
Benefits<ul><li>
Competitive salary and equity.</li><li>
Opportunity to work with a talented and passionate team.</li><li>
10-year exercise window for stock options. You shouldn&rsquo;t feel pressure to purchase stock options if you leave Ashby &mdash;do it when you feel financially comfortable.</li><li>
Unlimited PTO with four weeks recommended per year. Expect &ldquo;Vacation?&rdquo; in our one-on-one agenda until you start taking it .</li><li>
Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.</li><li>
Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!</li><li>
$100/month education budget with more expensive items (like conferences) covered with manager approval.</li><li>
If you&rsquo;re in the US, top-notch health insurance for you and your dependents with all premiums covered by us.</li></ul>
Ashby&rsquo;s success hinges on hiring great people and creating an environment where we can be happy, feel challenged, and do our best work. We&rsquo;re being deliberate about building that environment from the ground up. I hope that excites you enough to apply.
Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
Compensation Range: $140K - $180K</div>

Content Lead, Customer Advocacy - Americas

IntelePeer

<div>About IntelePeer.ai:
IntelePeer delivers rapidly deployable communications solutions for an always connected world. Our Conversational AI Platform instantly improves your customers&rsquo; communications experience. IntelePeer provides industry leading time-to-value with Agentic AI solutions that work seamlessly with your infrastructure. Our no-code templates, low-code, co-creation, and developer API options provide you with simple, easy-to-use tools that can be utilized by anyone.
Job Summary:
We are seeking a strategic and passionate Director of Customer Marketing to lead our global customer advocacy and reference initiatives. This role is critical in building and nurturing relationships with our most valued customers to amplify their voices across thought leadership, public relations, analyst relations, and marketing channels. You will be responsible for identifying, engaging, and tracking customer advocates to support a wide range of activities including case studies, video testimonials, speaking engagements, media interviews, and analyst briefings. Your work will directly influence brand perception, market credibility, and pipeline acceleration, and be measured for Influenced Pipeline: % of pipeline touched by advocacy; Reference Utilization: # of reference activities per quarter; Conversion Lift: Win rate for deals with advocacy vs. Without; and Customer Engagement: Advocacy participation rate. 
Responsibilities:<ul><li>
Develop and execute a comprehensive customer advocacy strategy aligned with corporate marketing goals (e.g., Customer Advisory Boards).</li><li>
Build and manage a scalable reference program that identifies and nurtures customer champions in partnership with Sales and Implementation teams.</li><li>
Maintain a dynamic database of customer advocates and track engagement across campaigns and channels using Salesforce and other advocacy platforms.</li></ul><ul><li>
Content &amp; Storytelling<ul><li>
Collaborate with content, PR, and AR teams to produce compelling customer stories, case studies, and video testimonials.</li><li>
Source customers for participation in webinars, events, and analyst briefings.</li></ul></li><li>
Cross-Functional Collaboration<ul><li>
Partner with Sales, Customer Success, and Product teams to identify potential advocates and ensure alignment on messaging.</li><li>
Work closely with PR and AR teams to secure customer participation in media and analyst opportunities.</li></ul></li><li>
Measurement &amp; Reporting<ul><li>
Define KPIs and track the impact of advocacy activities on brand awareness, media coverage, analyst perception, and pipeline influence.</li><li>
Provide regular reporting and insights to senior leadership using Salesforce and other analytics tools.</li></ul></li></ul>
Required Qualifications<ul><li> 8&ndash;10 years of direct experience in customer advocacy, reference programs, or customer marketing.</li><li> Proven success in building and scaling global advocacy programs.</li><li> Strong storytelling skills and experience producing customer-facing content.</li><li> Excellent relationship building and communication skills.</li><li> Experience with advocacy platforms (e.g., ReferenceView).</li><li> Must have experience in both healthcare and enterprise environments.</li><li> Salesforce experience is required.</li><li> Ability to manage multiple projects and stakeholders in a fast-paced environment.</li></ul>
Education &amp; Experience:
Bachelors Degree in Marketing or Business. Masters a plus
Competencies:
Physical Requirements:<ul><li>
Sedentary work lifting no more than 10 pounds.</li><li>
Occasional lifting, carrying, and standing.</li><li>
Frequent hand/eye coordination to operate office equipment.</li><li>
Vision sufficient to read computer screens, reports, and related department documents.</li><li>
Dexterity to operate computer keyboards and other related office equipment.</li><li>
Endurance sufficient to sit and work at a computer for extended periods of time.</li><li>
Frequent speech communication and hearing.</li></ul> 
Why you'll love it here:<ul><li>
Unlimited Vacation for exempt employees</li><li>
Paid Holidays</li><li>
Competitive medical, dental &amp; vision insurance for employees and their dependents</li><li>
401K Retirement Plan</li><li>
Stock Options</li><li>
Company-paid life insurance</li><li>
Health &amp; Flexible Savings Accounts</li><li>
Cell phone, gym, and internet reimbursement</li><li>
Paid Parental Leave</li><li>
Tuition Reimbursement</li><li>
Employee Assistance Program (EAP)</li><li>
Free snacks (Denver, and or Fort Lauderdale)</li><li>
Fun events (virtual and in-person)</li></ul> 
Applicants must be authorized to work for any employer in the U.S. 
We are unable to sponsor or take over sponsorship of an employment visa at this time.
Any requests to exercise your rights as a data subject under GDPR should be submitted to infosec@intelepeer.com for prompt processing. Please refer to our Privacy Policy (at www.intelepeer.com/privacy/intelepeer-privacy-policy) for any questions on how IntelePeer complies with GDPR.
For California residents only: Please refer to the link below for IntelePeer&rsquo;s Applicant CCPA Privacy Notice. https://intelepeer.com/privacy/intelepeer-california-applicant-privacy-notice/
IntelePeer participates in E-Verify. 
At IntelePeer, we value diversity and are proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status. 
We strive to provide reasonable accommodations to applicants and employees with disabilities to support them in performing the essential functions of their roles.
If you have any questions or need assistance, please contact our Director of Recruiting.</div>

Director of Customer Marketing

Fidelity Investments

Job Description: The Role Join our team of Customer Relationship Advocates (CRA). This first-of-its-kind experience supercharges your early career growth at Fidelity with personalized support, skill development and training. In this role, you are a licensed professional providing outstanding customer service while answering inbound phone calls and supporting Fidelity's valued clients. You will develop skills to assist with a broad range of client needs, including trade requests, money movement, online support and so much more! What to expect As a new CRA, you'll learn about the financial services industry, apply new concepts, develop, and practice new skills, and push yourself to accomplish new goals through three major milestones: 1. Licensing Preparation In the first months, you'll prepare to become a FINRA (Registered Representative by studying for and obtaining your SIE , Series 7, and 63 licenses, all fully sponsored by Fidelity. This includes paid study time and access to valuable resources like licensing coaches and workshops. While these exams can be challenging, rest assured that we're here to support you every step of the way! (Learn More) 2. Skill Development In the following months, you'll handle more complex customer calls while dedicating time each week to connect with your team, meet with your leader, and expand your network. 3. Proficiency As you gain confidence and proficiency in serving customers, you'll explore new career paths through job shadowing and our career center.The Expertise and Skills You Bring<ul><li>Aptitude and dedication to complete the FINRA SIE , Series 7 Top Off and Series 63 exams through our industry-leading licensing program.</li><li>Enthusiasm for continuous learning and dedication to studying and applying new concepts, learning quickly, and retaining information to assist with decision-making.</li><li>A passion for connection and desire to establish rapport with customers by facilitating meaningful conversations that are resolution-oriented and efficient. </li><li>Ability to handle different types of situations, emotions and conversations driving towards suitable resolutions.</li><li> A desire for growth and a mindset that generates long term success through adaptability and personal accountability.</li><li>Exceptional critical and analytical problem-solving skills and a demonstrated ability to interpret a scenario, leverage resources and find an appropriate resolution.</li><li>Comfortable learning new technology or proprietary platforms and confident navigating multiple systems simultaneously.</li></ul>Note: Fidelity is not providing immigration sponsorship for this position The TeamOur Greatest Asset is Our People We are committed to building a diverse workforce, enduring a culture of belonging, and creating more inclusive experiences for our associates, customers, and our community.Our benefit programs are crafted to help you and your loved ones strike the perfect balance. Here are a few featured benefits (not all benefits are listed): Maternal and Parental Leave, Tuition Reimbursement, Student Loan Assistance, 401(K) 7% match, Health Insurance, Dental Insurance, Vision Insurance, Disability Insurance, Paid Time off, Commuter Benefit Program, Backup Dependent Care, Charitable match, Concierge Services, and Wellness Program. (Learn More) Certifications: Series 07 - FINRA, Series 63 - FINRA Category: Customer Service, SalesMost roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Customer Relationship Advocate Career Development Experience- Smithfield, RI

Rockwell Automation

<div>Rockwell Automation is a global technology leader focused on helping the world&rsquo;s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that&rsquo;s you we would love to have you join us!
Job Description
Position Summary:
As a Customer Care Advocate, you are passionate about customer service and resolving issues to deliver a great customer experience every time! You will manage the facilitation of Warranty Claims, Order logging, Order processing, Reverse Logistics, and Invoice correction, allowing Rockwell Automation to meet the urgent demands of our global customers. Additionally, you will be focused on identifying process improvement opportunities and helping bring those opportunities to implementation.
Integrated Focus:
You will also support pre-sales and post-sales customer service functions by assisting customers, company sales, and service representatives with questions on equipment returns, repairs, replacements, sales orders, and delivery schedules. This includes scheduling field service repair calls, handling requests for additional company materials, maintaining records of returns, schedule changes, product enhancements or changes, and product pricing, and resolving return credit problems.
You will report to the Team Leader Customer Care and have a hybrid schedule working in Noida.
Your Responsibilities:
<ul><li>Resolve customer issues with a positive, solution-oriented approach, prioritizing customer needs.
</li><li>Demonstrate prior experience in Order Management, Fulfillment, and Post-Sales operations.
</li><li>Identify customer requirements and respond with urgency and empathy.
</li><li>Apply experience assessing the severity of customer issues to resolve unexpected scenarios raised by customers.
</li><li>Demonstrate a process improvement mindset by identifying inefficiencies and contributing to enhancements in workflows and service delivery.
</li><li>Collaborate with our teams to explore and implement alternative solutions that exceed customer expectations.
</li><li>Contribute to root cause analysis for deviations reported by customers or distributors related to software orders.
</li><li>Be a subject matter expert on business systems supporting software subscription order processing.
</li><li>Analyse data to identify trends and escalate issues to appropriate channels for resolution.
</li><li>Partner with Specialists and Business Process Owners to define and promote best practices.
</li><li>Coordinate with multiple teams (Sales, Finance, Logistics) to ensure seamless service delivery for Orders.
</li><li>Maintain confidentiality of sensitive technical, financial, and commercial information.
</li><li>Apply job-specific skills and follow company policies to complete assigned tasks.
</li><li>Extract and publish reports following established schedules and requirements.
</li><li>Use official tools such as SAP CRM, ECC, Oracle, and Outlook for regular communication with peers, customers, and teams.
</li><li>Exhibit proficiency in MS Office applications.
</li><li>Document processes and workflows to support operational efficiency and knowledge sharing.
</li></ul>The Essentials - You Will Have:
<ul><li>Bachelor's degree in Science, Commerce, Business Administration, or equivalent.
</li><li>4&ndash;5 years of proven experience in business operations, with hands-on expertise in Order Management, Fulfilment, and Process improvement, Lean Six Sigma methodology.
</li><li>Ethical standards; thoughtful, optimistic, and energised by challenges in a work environment.
</li><li>Assess the severity of support requests and escalate based on urgency.
</li><li>Can navigate multiple business systems to process requests within defined service level agreements.
</li><li>Systematic thinker with experience assessing the severity of customer issues to resolve unexpected customer scenarios and document issues in detail.
</li></ul>The Preferred - You Might Also Have:
<ul><li>Continuous improvement mindset focused on operational efficiency and process enhancement.
</li><li>Experienced in creating detailed work instructions, process documentation, and workflows.
</li><li>Exposure to audits, service contracts, and global work styles, including remote engagement with customers and distributors.
</li><li>Proficient in MS Office, Oracle Cloud, and other enterprise tools such as SAP CRM &amp; ECC and Outlook.
</li><li>Quick to adapt and grow in fast-changing tech environments.
</li></ul>What We Offer:
<ul><li>Comprehensive mindfulness programmes with a premium membership to Calm.
</li><li>Volunteer Paid Time off available after 6 months of employment for eligible employees.
</li><li>Company volunteer and donation matching programme.
</li><li>Employee Assistance Program.
</li><li>Personalized wellbeing programs through our OnTrack program.
</li><li>On-demand digital course library for professional development.
</li><li>... and other local benefits.
</li></ul>At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.
#LI-Hybrid or #LI-AE1
Rockwell Automation&rsquo;s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.</div>

Customer Care Advocate

Touchstone Communications

Summary:The Customer Success Manager will be responsible for building strong relationships with customers, ensuring their satisfaction, and driving long-term value from our services. This role focuses on customer retention, growth, and advocacy by proactively managing customer needs and aligning them with business goals.Key Responsibilities:1. Customer Relationship Management:<ul><li>Serve as the primary point of contact for assigned customers.</li><li>Develop deep understanding of customer goals, challenges, and business processes.</li><li>Build trust and rapport to foster long-term partnerships.</li></ul>2. Onboarding &amp; Adoption:<ul><li>Guide new customers through onboarding and product implementation working side by side with Operations Director.</li><li>Ensure smooth transition from sales to success.</li><li>Drive service adoption and usage through training and support.</li></ul>3. Retention &amp; Growth:<ul><li>Monitor customer health metrics and proactively address risks.</li><li>Identify upsell and cross-sell opportunities by conducting weekly connects with all clients and having quarterly CX reviews.</li><li>Collaborate with Sales and Business Development teams to support renewals and expansion into new business lines and segments of the workflow.</li></ul>4. Advocacy &amp; Feedback:<ul><li>Collect and relay customer feedback to internal teams.</li><li>Advocate for customer needs in operations team, quality team, learning and development team resulting in service improvements.</li><li>Encourage customer participation in case studies, testimonials, and reference programs.</li></ul>5. Reporting &amp; Insights:<ul><li>Maintain accurate records of customer interactions and status.</li><li>Provide regular reports on customer satisfaction, churn, and engagement.</li><li>Use data to identify trends and recommend strategic improvements.</li></ul>Requirements: <ul><li>Bachelor&rsquo;s degree in Business, Marketing, Communications, or related field.</li><li>3+ years of experience in customer success, account management, or related roles.</li><li>Strong communication, interpersonal, and problem-solving skills.</li><li>Ability to manage multiple accounts and prioritize effectively.</li><li>Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.</li></ul>Benefits<ul><li>Gym Facility</li><li>Medical Insurance</li><li>Paid Leave</li><li>Provident Fund + EOBI</li><li>Training Programs</li><li>Market Competitive Salary + Lucrative Bonus</li><li>Transportation Allowance</li><li>Career Path</li></ul>Job Type: Full-timeWork Location: In person

Customer Success Manager

OSI Systems, Inc

<div><div><ul><li>Snoqualmie, Washington</li><li>
35136</li><li>
Full-time</li><li>
Pay may range from $140,000 to $170,000 annually</li></ul></div><div></div><div><h2 class="jobSectionHeader">
Job Description
</h2><div>Overview<div> 
At Spacelabs Healthcare, you make a difference.</div><div></div><div> 
Every member of our worldwide team plays an integral role in improving treatment and helping providers deliver exceptional care to their patients. From newborns to centenarians, more than 60 million people benefit each year from the advancements we make in patient monitoring and management, care coordination, and clinical decision support.</div><div></div><div> 
Driven by the belief that anyone who seeks care could be a member of our own family, our team is dedicated to solving the greatest challenges the healthcare system currently faces, including the need to enhance patient experience, improve population health, reduce costs, support care team well-being, and advance health equity. As part of our mission, we take pride in creating services and technologies that are personalized and tailored to support the needs of healthcare providers anywhere in the world.</div><div></div><div> 
Because while we may not be at a patient&rsquo;s bedside, their health is still in our hands.</div><div></div><div> 
The Director of Customer Experience Programs is a crucial role within our organization, responsible for upholding our company values while developing and maintaining compliant Key Opinion Leader (KOL) and Advisory Board Programs. This role partners with customers, marketing and Clinical Optimization Manager, to develop and implement the strategy, processes, best practices, systems, and programs to enhance the customer experience and provide best-in-class professional development featuring the outcomes from Spacelabs Clinical Decision Support Offerings.</div><div></div><div> 
The Director leads, develops, implements, and evaluates competency-based curricula for client professional development, incorporating regulatory standards and evidence-based practices. Leads the development and maintenance of internal and external customer-facing device training, tools and webinars. Leverages cross-functional strategic internal and external voice of customers to expand the design, development, and delivery of client programs. Additionally, the Director is tasked with developing and implementing a compliant Continuing Education Program, ensuring compliance with accrediting agency requirements to maintain accreditation of the CE, BRN, and other organizations.</div><div></div><div> 
The Director has a deep understanding of customer excellence requirements in a clinical setting and a proven track record of delivering best-in-class client education programs, both in-person and online. The director has extensive knowledge of Learning Management Systems (LMS), effective collaboration skills, and the ability to manage multiple projects simultaneously. A solid background in designing and creating content within the medical device industry is essential.</div><div></div><div> 
In collaboration with the VP of Customer Advocacy and Clinical Excellence Programs, the Director will be tasked with leveraging industry benchmarks to create, monitor, evaluate and ensure compliance for all CEU programs, webinars, internal and external customer medical device training, as well as managing the eLearning portal and programs.</div><div></div><div> 
In collaboration with the VP of Customer Advocacy and Clinical Excellence Programs, the director will be tasked with, creation of the Customer Experience Net Promoter Score (NPS) program with Sr. Manager Customer Advocacy. Establishing the program, baseline metrics, and path to delight customers.</div><div></div><div> 
Strong communication skills are vital, as the Director will need to maintain robust communication channels across the organization and with our customers. The ultimate goal for this role is to achieve excellence by fulfilling their responsibilities within the corporate vision, placing the values of quality first, customer experience, innovation, people development, and delivering financial results.</div><div></div><div> 
Direct Reports: Coordinator of Customer Experience, Sr. Manager Customer Advocacy</div> 
 
Responsibilities 
<ul><li>
Develops and implements the strategy, processes, best practices, systems, and programs related to professional development</li><li>
Develops and maintains and leads customer experience program, Net Promoter Score (NPS)</li><li>
Develops and maintains compliant Key Opinion Leader (KOL) and Advisory Board</li><li>
Develop Key Opinion Leaders (KOL&rsquo;s) both in the domestic and international markets to support business objectives</li><li>
Leads, develops, implements, and evaluates competency-based curricula for client&rsquo;s professional development that incorporates regulatory standards and evidence-based practice</li><li>
Leads, develops and maintains internal and external customer-facing device training and tools</li><li>
Evaluates and recommends vendors to support and expand the design, development, and delivery of client programs</li><li>
Leads, develops, and implements a compliant Continuing Education</li><li>
Ensure compliance with accrediting agency requirements to maintain accreditation of the CME, BRN, and other organizations</li><li>
Drives quality outcomes through metrics and analytics and maintains documentation and reporting mechanisms</li><li>
Ensures strong communication, partnering and relationship building, cross-functionally, across the organization and with Spacelabs &lsquo;s customer base</li><li>
Uphold the company's core values of Integrity, Innovation, Accountability, and Teamwork</li><li>
Demonstrate behavior consistent with the company's Code of Ethics and Conduct. Ensure that direct report(s) are trained and evaluated on their knowledge and adherence to the company&rsquo;s values, Code of Ethics and Conduct, and applicable compliance policies</li><li>
It is the responsibility of every Spacelabs Healthcare employee to report to their manager, or a member of senior management, any quality problems or defects for corrective action to be implemented and to avoid recurrence of the problem</li><li>
Duties may be modified or assigned at any time to meet the needs of the business</li></ul>
 
Qualifications 
<ul><li>
Bachelor&rsquo;s degree in nursing or related clinical discipline required</li><li>
Master&rsquo;s degree in education, business, related field preferred, certification in Quality (CPHQ) or other related certification</li><li>
Minimum 10 years hospital and relevant clinical and organizational leadership and industry experience at the director leadership level</li><li>
A strong clinical background with the ability to apply to medical device training and to enhance customer experience is required</li><li>
Minimum of 10 years&rsquo; experience with learning management systems (LMS)</li><li>
Minimum of 10 years&rsquo; experience developing all types of educational material and platforms</li><li>
Minimum of 10 years&rsquo; experience in the medical device</li><li>
Strong knowledge of clinical excellence and proven ability to deliver best in class client programs, both in person and online</li><li>
Thorough knowledge of customer engagement and strategies to improve customer satisfaction</li><li>
Effective cross-functional collaboration and leadership of programs</li><li>
Effective collaboration skills and experience developing KOL&rsquo;s</li><li>
Thorough understanding of regulations pertaining to healthcare</li><li>
Ability to oversee and execute multiple activities and</li><li>
Ability to work across all levels of leadership and be team
</li><li>Highly organized with a strong attention to detail; strong decision-making
</li><li>Must have excellent writing and communication
</li><li>Demonstrated leadership</li><li>
Ability to work in a virtual office and virtual teaming</li><li>
Up to 10-20% travel to Snoqualmie and client sites is required.</li></ul><div>
#LI-Remote</div><div>
#LI-TC1</div><div></div><div> 
The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location and date of hire. Please note that the salary information shown above is a general guideline only. Salaries are based upon candidate experience and qualifications, as well as market and business considerations.</div> 
NOTICE TO THIRD PARTY AGENCIES
OSI Systems, Inc. and its subsidiaries (collectively &ldquo;OSI&rdquo;) does not accept unsolicited resumes from recruiters or employment agencies. If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and/or hire such candidates, without any financial obligation to the person, recruiter or agency. Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI.<div> 
Equal Opportunity Employer - Disability and Veteran</div><div></div><div> 
Know Your Rights</div><div></div><div> 
Poster Link:
</div><div>https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf</div><div></div><div> 
OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.</div></div></div></div>

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