Customer Experience Manager

How to use this kit

Ground every answer in facts on this page and the original listing. We never invent Glassdoor-style reviews or salaries that are not in our data.

Interview prep

• Describe coaching someone through a complex or escalated customer issue
• How you set quality standards and correct process gaps
• Example of using reports to spot performance or workflow problems
• How you schedule work and balance deadlines under volume

Fit summary

Strong fit if you supervise CX/admin teams, de-escalate customers, and drive process discipline in an on-site San Jose role at Lumenis. Thin employer detail beyond domain—confirm team scope on lumenis.com.

Day in the role

As Customer Experience Manager at Lumenis in San Jose, a typical day centers on leading service quality and escalations.

• Coach CX/admin staff on standards, deadlines, and procedures
• Handle escalated complaints and policy questions
• Review activity reports and performance signals
• Set schedules, priorities, and duty assignments

Skills to emphasize

• Saylor Academy — Business & Management courses — free
• Google Project Management — Skillshop / free intro resources — free

FAQ from this listing

Is this role remote?

No. The listing is on-site in San Jose, Santa Clara County (remote flag is 0).

What core work does the title map to?

Per O*NET 43-1011.00 tasks: supervising service staff, resolving complaints, coaching escalations, reviewing records, and assigning work.

What free learning paths are listed?

Saylor Business & Management and Google Project Management intro resources—both free per the provided cert list.

Occupation tasks (O*NET)

Public-domain labor data — prepare examples for 2–3 of these.

• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Resolve customer complaints or answer customers' questions regarding policies and procedures.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
• Recruit, interview, and select employees.
• Interpret and communicate work procedures and company policies to staff.

O*NET source

Company facts (cached)

Website: lumenis.com

Public cache only — not an employee review.

Role overview (listing rewrite)

Lumenis is seeking a Customer Experience Manager for its San Jose, Santa Clara County office. This full-time position is primarily office-based with flexibility for one day per week of remote work, putting you at the center of our commitment to healthcare excellence through energy-based medical innovation. About the Role As a Customer Experience Manager at Lumenis, you'll be responsible for building and maintaining strong relationships with healthcare providers, clinics, and medical facilities throughout San Jose and beyond. You'll ensure customers maximize value from our minimally invasive solutions in ophthalmology and aesthetic medicine while gathering critical feedback that shapes our product roadmap and clinical support. What You'll Do Develop and nurture strategic customer relationships in ophthalmology and aesthetic markets Coordinate customer onboarding, clinical training, and ongoing technical support Identify opportunities to improve customer satisfaction and retention Resolve customer concerns and escalations with urgency and professionalism Track key customer health metrics and recommend interventions to boost success Collaborate with sales, product, and clinical teams to address customer needs Document customer feedback and participate in continuous improvement initiatives What We're Looking For 3+ years of customer experience, account management, or customer success roles Proven track record working with healthcare providers or medical device companies Excellent communication and relationship-building abilities Comfort managing multiple concurrent customer accounts and priorities Experience with CRM systems and data-driven decision-making Customer-focused problem solver with attention to detail Bachelor's degree in business, healthcare, communications, or related discipline About Lumenis Lumenis is a global leader in energy-based medical solutions, committed to advancing patient outcomes through innovation in minimally invasive clinical treatments. Our technology empowers healthcare providers across ophthalmology, aesthetic, surgical, and dental specialties to deliver world-class care. How to Apply Interested in joining the Lumenis team in San Jose? Apply now through this listing to be considered for the Customer Experience Manager position.

Full job on Get A Job.AI

Questions to ask them

• What does success look like in the first 90 days for this role?
• How is the team structured, and who would I work with most?
• What tools and systems does this role use daily?
• Is the work primarily based in San Jose, Santa Clara County, hybrid, or fully remote?