Customer Experience Supervisor

Job description

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing—improving productivity, enhancing people’s lives and redefining what’s possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications—from minimally invasive surgery to robotics to 3D metal printing. Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta. As a Customer Care Supervisor within Novanta’s Positioning Solutions business, you will lead and develop a team of Customer Care Representatives dedicated to supporting customers who rely on Novanta’s precision motion and positioning technologies for life sciences, medical, imaging, and automation applications. You will foster a culture of accountability, collaboration, and continuous improvement while ensuring customers receive responsive, solutions-focused support Working closely with Sales, Operations, Engineering, and Supply Chain, you will help drive customer satisfaction through effective order management, issue resolution, and service excellence across the customer lifecycle. Your leadership will contribute to operational performance, customer retention, and the continued growth of Novanta’s Positioning Solutions business Your ability to develop talent, drive continuous improvement, and embrace AI-enabled technologies will strengthen customer loyalty, improve operational excellence, and contribute directly to the growth and success of Novanta's Positioning Solutions business. Positioning Solutions is part of Novanta’s Precision Medicine portfolio and focuses on providing highly precise motion and positioning technologies used in life science, medical, imaging, and analytical instrumentation applications. These solutions help OEM customers achieve extremely accurate movement, focus, and alignment in complex systems where precision is critical Primary Responsibilities Lead, coach, and develop a team of Customer Care Representatives to deliver exceptional customer service, drive engagement, and achieve performance goals. Oversee day-to-day customer care operations, including workload management, service execution, performance monitoring, and adherence to established service standards. Resolve escalated customer issues by collaborating with customers and cross-functional teams to identify solutions, remove barriers, and ensure timely resolution. Drive continuous improvement by leveraging customer insights, service metrics, and operational data to enhance team effectiveness, customer satisfaction, and overall business performance. Required Experience, Education, Skills, Training and Competencies Leadership & Talent Development: Proven ability to lead, coach, and develop teams through clear expectations, performance management, accountability, engagement, and continuous learning. Customer Focus & Service Excellence: Demonstrated success delivering exceptional customer experiences, building trusted customer relationships, and driving customer satisfaction, retention, and service quality. Business Execution & Continuous Improvement: Strong analytical, problem-solving, and organizational skills with the ability to manage competing priorities, leverage data to guide decisions, and drive process improvements in a fast-paced environment. Digital Fluency & AI Enablement: Demonstrated ability to leverage business systems, data, reporting tools, automation, and AI-enabled technologies to improve team productivity, customer responsiveness, operational efficiency, and decision-making. Embraces new technologies, drives digital adoption, and uses insights to enhance both employee effectiveness and the customer experience. Physical Requirements Ability to remain in a stationary position for extended periods while working at a computer or on the phone. Ability to operate standard office equipment. Light physical effort, such as lifting up to 10 pounds, may be required. Travel Requirements No regular travel required. Compensation and Benefits The base pay for this position is $55,100-82,400 per year depending on the geographic market. This position provides an opportunity for competitive quarterly sales compensation based on an achievement to plan. Novanta supports all aspects of your life's needs. This position provides a full range of medical, financial, and other benefits to make your quality of life better. Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy. Please call +1 781-266-5700 if you need a disability accommodation for any part of the employment process.