Senior Manager of Customer Experience

At Eko, we’re dedicated to providing healthcare professionals with industry leading digital tools to hear and understand their patients’ hearts and lungs. With our platform, clinicians can detect cardiopulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible.  

With over $165M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 500,000 clinicians across 4,000 U.S. hospitals. We’ve built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to Work®. Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care.

We’re hiring a Senior Manager of Customer Experience to lead and evolve our Customer Experience (CX) team. This role will be instrumental in building scalable, world-class support processes and creating a distinct voice and tone for Eko’s CX department that aligns with our brand values. The Sr. Manager will ensure our customers are delighted and own Eko’s brand engagement strategy by monitoring and responding to feedback across all channels.

• Lead and Scale CX Operations: Build and scale a hybrid team of onshore and offshore CX associates, ensuring operational excellence and the ability to support customers across the globe.
• Define CX Voice and Tone: Establish the voice and tone of the CX department, ensuring all communications reflect Eko’s tone, personality, values, and mission.
• Enhance Brand Engagement: Own consumer sentiment and brand engagement by monitoring and responding to customer feedback across all listening channels, forums, reviews, ratings, and other online platforms.
• Drive Operational Efficiency: Implement next-generation CX tools and automation to streamline processes, enhance responsiveness, and support scalability.
• Leverage Data-Driven Insights: Analyze team productivity, customer behavior, satisfaction metrics, and feedback to identify opportunities for improvement and implement data-informed CX initiatives.
• Collaborate Across Teams: Partner with Product, Engineering, Quality, Fulfillment, and Marketing to enhance support and integrate customer feedback into continuous improvement processes for Eko’s hardware and software solutions.
• Inspire Your Team: Motivate and develop your team to consistently achieve key performance metrics, including response time, resolution rates, and customer satisfaction scores.
• Develop Holistic Strategies: Create processes to ensure customer feedback informs product development and company-wide strategies.

• Proven Leadership Experience: 5-10 years of experience managing high-performing CX teams, preferably within health tech, MedTech, or SaaS.
• Expertise in CX Tools and Automation: Proficiency in delivering scalable automation tools and technologies (preferabley ZenDesk) to enhance team efficiency and customer satisfaction. 
• Global Team Management: Experience leading BPOs that are geographically distributed teams, including offshore associates.
• Brand Engagement Expertise: Knowledge of social listening and engagement tools, with the ability to monitor and respond to customer feedback across all channels and platforms.
• Cross-Functional Collaboration Skills: Proven ability to work with Product, Engineering, and Marketing teams to drive improvements based on customer insights.
• Understanding of Hardware-Software Integration: Familiarity with the challenges and opportunities of supporting interconnected hardware and software products.
• Data-Driven Decision Making: Ability to analyze customer data to identify trends and implement meaningful improvements.
• Mission Alignment: Passion for advancing healthcare innovation and supporting clinicians in delivering exceptional care.

• Be part of a company making a profound impact on global healthcare through cutting-edge technology.
• Join a collaborative, inclusive, and mission-driven team.
• Work at a certified Great Place to Work® with opportunities for growth and development.

• Eko was recognized by “Great Place to Work” in 2020 and 2021
• Paid-time off
• Medical/Dental/Vision, Disability + Life Insurance
• One Medical membership
• Parental Leave
• 401k Matching
• Work from home equipment stipend
• Flexible schedules
• Wellness programs (Wellness Wednesdays, Time off)
• Wellness perks (Headspace, Ginger, Aaptiv, Physera) 
• Learning and Development stipend

Eko is elevating the way clinicians detect and monitor cardiac and respiratory disease by bringing together advanced sensors, patient and provider software, and AI-powered analysis. Its FDA cleared platform is used by tens of thousands of clinicians treating millions of patients around the world, in-person, and through telehealth. The company is headquartered in Oakland, California and privately-held, with investments from ARTIS Ventures, NTT Venture Capital, DigiTx Ventures, Mayo Clinic, Sutter Health and others.  

Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We celebrate diversity and are committed to building a diverse and inclusive team.