- Job type
- Full-time
- Work mode
- Remote
- Level
- Senior
- Department
- Marketing
- Experience
- 7+ years experience
- Posted
- Sep 29, 2026
About the role
Position Summary:
The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern and measure the end-to-end customer experience.
Key Responsibilities:
- Influences others to adopt a different POV. Anticipates potential objections and influences others to mitigate concerns or challenges.
- Actions and advice typically impact the quality and effectiveness of the team or a group of internal or external customers in the short-term.
- Oversee adhoc quantitative and qualitative research projects using a variety of research techniques, providing day-to-day direction and coaching to internal and external resources.
- Solves complex issues or problems where analysis of situations or data requires an in-depth evaluation.
- Integrates best practices in a discipline with others and/or applies advanced technical skills.
Required Skills & Qualifications:
- 7 years hands-on experience within marketing research defining and implementing CX measurement protocols.
- Demonstrated ability to influence business objectives to improve the customer experience.
- Developed analytic skills with ability to use data to influence others.
- Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges.
- Expertise with Excel, PowerPoint, and Power BI.
- Bachelors degree in business, mathematics, or the sciences.
Preferred Experience:
- Understanding of the healthcare industry.
- Previous experience working successfully in a SaaS organization.