Customer Experience Program Leader

As a Customer Experience Program Leader, you will be responsible for overseeing and enhancing every aspect of the customer journey, from onboarding through long-term retention. You will work cross-functionally to develop strategies that elevate satisfaction, foster loyalty, and ensure an outstanding customer experience throughout the entire lifecycle. With a deep understanding of customer needs and a proactive approach to problem-solving, you will play a pivotal role in shaping one of the most crucial areas of our company’s success.

What you’ll do: 

• Develop and implement strategies to enhance customer interactions across multiple touchpoints and channels, ensuring a seamless experience.
• Analyze customer feedback, surveys, and data to identify pain points and opportunities for improving the customer journey, fostering a positive and cohesive experience.
• Collaborate closely with cross-functional teams—including marketing, sales, product development, software solutions, and customer service—to align efforts with both iA's and the customer’s business goals and objectives.
• Design and enforce customer service standards and guidelines that ensure consistent, exceptional service delivery, strengthening customer relationships.
• Train and mentor staff on customer-centric approaches and best practices, cultivating a customer-focused culture across the organization.
• Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, delivering regular reports and actionable insights to senior management and stakeholders.
• Track system performance, service level agreements (SLAs), and critical customer business needs, providing ongoing reporting through weekly, monthly, and quarterly business reviews.

Who you are:

• Bachelor’s degree in Business, Marketing, or a related field, or equivalent experience.
• 3+ years of experience in project management, account management, or customer success.
• Strong commitment to delivering exceptional customer service.
• Analytical and process-oriented mindset with the ability to identify, analyze, and solve problems effectively.
• Active team player who is a self-starter and adept at multitasking.
• Excellent verbal and written communication skills.
• Willingness to travel 3-5 days per month to visit customer sites and engage in relationship-building activities.
• Valid driver’s license.

Even better if you have:

• Experience in pharmacy, pharmacy automation, or pharmacy operations.
• Familiarity with warehouse fulfillment management practices.
• Knowledge of Microsoft Power BI, SQL, and JIRA management tools.
• Familiarity with Salesforce Service Cloud.

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 talent development opportunities
• 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, X and YouTube!

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.