Manager, Global Customer Experience Systems

At Beckman Coulter, the Global Customer Experience (CX) Systems Manager is a critical role responsible for leading the strategic development, optimization and continuous improvement of our global customer experience technology ecosystem. This role focuses on building foundational processes and standard work, collaboration with regional stakeholders to create a global strategy and unified, customer journey across all touchpoints, ensuring our systems work in harmony to deliver exceptional customer satisfaction and improved business outcomes for our clients within the healthcare industry.

This Global CX Systems Manager role will be the expert in leveraging platforms like Salesforce.com, Marketo, Sitecore, and Medallia to improve customer engagement and drive data-driven decision-making. They understand the importance of cross-functional collaboration and utilize analytical thought to identify innovative solutions, while maintaining compliance with healthcare industry regulations.

In this role, you will have the opportunity to:

• Strategic Leadership: Develop and execute a comprehensive customer experience technology strategy, ensuring seamless integration and optimization of key systems.

• Process Development & Standardization: Build and document foundational processes and global standard work for CX systems management, ensuring consistency and efficiency across all regions.

• Regional Collaboration & Global Strategy Implementation: Collaborate with regional teams to understand specific needs, align on global strategy, and drive successful implementation of global initiatives.

• System Optimization: Lead efforts to optimize system configurations and workflows, improving customer journey efficiency and effectiveness. Implement continuous improvement methodologies to identify and address roadblocks, driving ongoing enhancements to CX systems and processes globally.

• Data-Driven Insights: Utilize data analysis and reporting to track customer interactions and drive continuous improvement in customer experience.

The essential requirements of the job include:

• Bachelor’s degree in marketing, communications business, science or related field with 9+ years of related experience OR Master’s degree and 7+ years of related experience.

• Proven experience managing and optimizing CX systems like Salesforce.com, Marketo, Sitecore, and Medallia.

• Experience leading cross-functional projects in a matrixed global organization, preferably within a regulated industry (healthcare).

• Strong analytical and problem-solving skills, with the ability to lead others to solve complex problems.

• Understanding of data privacy regulations relevant to the healthcare industry.

It would be a plus if you also possess previous experience in:

• Salesforce and Sitecore certifications.

• Experience with marketing automation and CRM platforms.

• Ability to communicate difficult concepts and negotiate with others to adopt a different point of view.

The salary range for this role is $120,000 - $140,000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. 

For more information, visit www.danaher.com.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

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We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation.