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Customer Experience Manager Jobs in Rochester, NY

QuidelOrtho

Customer Experience Manager

Rochester, NY · On-site

Experience managing agencies, vendors, and external partners * Familiarity with CRM, marketing automation, and campaign analytics platforms * Proficient in Microsoft Suite of products, including ...

Hover

Customer Experience Manager

York, NY · On-site

Our Customer Experience team is a real differentiator in our space, and we hear constantly from our ... Ability to stay composed and effective while managing multiple priorities and customer interactions ...

Tesla

Customer Experience Specialist

Rochester, NY · On-site

$19.30 - $27.54/hr

Proficient with Microsoft Office Suite and CRM tools * Ability to work evening hours, weekends, and ... experience. The total compensation package for this position may also include other elements ...

Cotality

Assoc Manager, Customer Experience

Rochester, NY · On-site

$132K/yr

One-on-one coaching, counseling, and training of customer care associates. This may include ... Experience managing and/or interacting with geographically distributed teams. * Ability to organize ...

Tompkins Financial

Customer Experience Agent

Batavia, NY · On-site

$18 - $19.50/hr

... customers. As incumbent gains knowledge and experience, the work review, call monitoring and ... Responsibilities: * Responsible for managing inbound calls in a timely manner in a multi-bank ...

TJ Maxx

Customer Experience Coordinator

Victor, NY

$17 - $17.50/hr

Grow Your Career Responsible for promoting an excellent customer experience. Oversees a team of ... Partners with Management on Associate training needs to increase effectiveness * Ensures adherence ...

TJX Companies

Customer Experience Coordinator

Victor, NY · On-site

$17 - $17.50/hr

Grow Your Career Responsible for promoting an excellent customer experience. Oversees a team of ... Partners with Management on Associate training needs to increase effectiveness * Ensures adherence ...

TJX Companies

Customer Experience Coordinator

Victor, NY · On-site

$17 - $17.50/hr

Grow Your Career Responsible for promoting an excellent customer experience. Oversees a team of ... Partners with Management on Associate training needs to increase effectiveness * Ensures adherence ...

TJX Companies

Customer Experience Coordinator

Victor, NY · On-site

$17 - $17.50/hr

Grow Your Career Responsible for promoting an excellent customer experience. Oversees a team of ... Partners with Management on Associate training needs to increase effectiveness * Ensures adherence ...

Tjx

Customer Experience Coordinator

Geneseo, NY · On-site

$17 - $17.50/hr

Grow Your Career Responsible for promoting an excellent customer experience. Oversees a team of ... Partners with Management on Associate training needs to increase effectiveness * Ensures adherence ...

TJX Companies

Customer Experience Coordinator

Newark, NY · On-site

$16.50 - $17/hr

Grow Your Career Responsible for promoting an excellent customer experience. Oversees a team of ... Partners with Management on Associate training needs to increase effectiveness * Ensures adherence ...

Tjx

Customer Experience Coordinator

Brockport, NY · On-site

$17 - $17.50/hr

Grow Your Career Responsible for promoting an excellent customer experience. Oversees a team of ... Partners with Management on Associate training needs to increase effectiveness * Ensures adherence ...

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All JobsCustomer Experience JobsCustomer Experience Manager JobsCustomer Experience Manager Jobs in Rochester, NY

Customer Experience Manager information

See Rochester, NY salary details

$24.2K

$57.3K

$99.7K

How much do customer experience manager jobs pay per year?

As of Sep 14, 2026, the average yearly pay for customer experience manager in Rochester, NY is $57,251.00, according to ZipRecruiter salary data. Most workers in this role earn between $40,500.00 and $69,100.00 per year, depending on experience, location, and employer.

What does a customer experience manager do?

A Customer Experience Manager is responsible for overseeing and improving the overall customer journey with a company. They analyze customer feedback, identify areas for improvement, and collaborate with different teams to enhance service quality and satisfaction. Their goal is to ensure that every customer interaction is positive and contributes to long-term loyalty. This role often involves implementing strategies, training staff, and monitoring key performance indicators related to customer experience.

What are the key skills and qualifications needed to thrive as a customer experience manager, and why are they important?

To thrive as a Customer Experience Manager, you need expertise in customer service, data analysis, and process improvement, often backed by a bachelor's degree in business or a related field. Familiarity with CRM platforms like Salesforce, customer feedback tools, and analytics software is typically required. Strong leadership, problem-solving, and communication skills help build rapport with customers and coordinate cross-functional teams. These abilities are crucial for enhancing customer satisfaction, driving loyalty, and achieving business goals.

What are the main challenges customer experience managers typically face, and how can they overcome them?

Customer Experience Managers often face the challenge of balancing customer satisfaction with business objectives, especially when implementing new policies or resolving complex issues. They must coordinate with multiple departments to ensure a seamless customer journey, which requires strong communication and problem-solving skills. To overcome these challenges, it's important to foster cross-functional collaboration, leverage customer feedback for continuous improvement, and stay updated on industry best practices to proactively address customer needs.

What is the difference between Customer Experience Manager vs Customer Service Manager?

AspectCustomer Experience ManagerCustomer Service Manager
Primary FocusOverall customer journey and brand perceptionHandling customer support and service issues
ResponsibilitiesDesigning customer experience strategies, improving touchpointsManaging support teams, resolving customer complaints
Skills & CertificationsCustomer experience design, analytics, communicationCustomer service skills, conflict resolution, leadership
Work EnvironmentCross-department collaboration, strategic planningSupport centers, call centers, direct customer interaction

While both roles aim to enhance customer satisfaction, the Customer Experience Manager focuses on the entire customer journey and brand perception, whereas the Customer Service Manager concentrates on support operations and resolving individual customer issues.

What are the most commonly searched types of Customer Experience jobs in Rochester, NY?

The most popular types of Customer Experience jobs in Rochester, NY are:

What are popular job titles related to Customer Experience Manager jobs in Rochester, NY?

For Customer Experience Manager jobs in Rochester, NY, the most frequently searched job titles are:

What job categories do people searching Customer Experience Manager jobs in Rochester, NY look for?

The top searched job categories for Customer Experience Manager jobs in Rochester, NY are:

What cities near Rochester, NY are hiring for Customer Experience Manager jobs?

Cities near Rochester, NY with the most Customer Experience Manager job openings:

Customer Experience Manager jobs near you
Infographic showing various Customer Experience Manager job openings in Rochester, NY as of September 2026, with employment types broken down into 86% Full Time, 7% Part Time, and 7% Contract. Highlights an 86% In-person, and 14% Remote job distribution, with an average salary of $57,251 per year, or $27.5 per hour.

Customer Experience Manager

Rochester, NY • On-site

Ortho Clinical Diagnostics
Medical Equipment and Supplies Manufacturing • 1 - 5K employees
Learn more about Ortho Clinical Diagnosticsexternal

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 22 days ago

Job description

The Opportunity
QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most - home to hospital, lab to clinic.
Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.
The Role
The Manager, Customer Engagement owns the strategy and execution of integrated customer engagement programs across North America, translating commercial priorities into measurable customer action.
This role serves as a key link between commercial strategy and customer experience, leading end-to-end programs-from planning through optimization-that drive engagement and support commercial growth.
As part of the GBSC team, the Manager is accountable for delivering high-impact initiatives (e.g., experience centers, demos, and user programs) and ensuring they are aligned to business goals and optimized through performance insights.
This position is onsite in Rochester, NY
The Responsibilities
  • Own the strategy and execution of customer engagement programs across all lines of business (Clinical Labs, Transfusion Medicine, POC, MDx), ensuring alignment to commercial priorities.
  • Lead the development and optimization of customer experience center and field-based engagement programs, setting standards for delivery while overseeing execution and cross-functional coordination.
  • Develop and manage end-to-end demo and reference site programs, including program strategy, performance tracking, and continuous improvement to increase adoption and impact.
  • Partner cross-functionally to deliver integrated regional events, trade shows, and customer engagements.
  • Define and track program KPIs, delivering regular, insight-driven reporting to inform decisions and optimize engagement effectiveness.
  • Manage program budgets and external partners, ensuring efficient resource allocation and high-quality execution.
  • Perform other work-related duties as assigned

The Individual
Required:
  • BS degree in Communications or Marketing
  • 5+ years' experience in developing and managing complex marketing programs, including execution and measurement
  • Experience working within a highly regulated healthcare, diagnostics, medical device, or life sciences environment
  • Excellent writing, editing and proofreading skills
  • Excellent project management skills and ability to work independently while managing multiple projects at once and meeting deadlines
  • Demonstrated ability to influence cross-functional teams without direct authority
  • Strong presentation and stakeholder management skills
  • Experience managing agencies, vendors, and external partners
  • Familiarity with CRM, marketing automation, and campaign analytics platforms
  • Proficient in Microsoft Suite of products, including Excel, Word, PowerPoint
  • Proven leadership, collaboration, organizational, and project coordination skills
  • Up to 25% travel, which includes airplane, automobile and overnight hotel stays
  • This position is not currently eligible for visa sponsorship

The Key Working Relationships
Internal Partners:
Global BU, Global Marketing, Regional Product Marketing, Sales Enablement and Training, Sales, Corporate Communications, Corporate Digital Marketing, Creative Services, Regulatory and Legal
External Partners:
Agency partners, Third-party vendors, Customer and prospect accounts, and Industry Agencies
The Work Environment
60% of time in meetings, working with team/customers, or talking on the phone, 40% of the time at the desk on computer, doing analytical work. Minimal travel required. Travel includes airplane, automobile travel and overnight hotel.
Physical Demands
No strenuous physical activity, though occasional light lifting of files and related materials is required.
Salary Transparency
The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary range for this position is $117,714.29 - $150,000 and is bonus eligible. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.
Equal Opportunity
QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at recruiting@quidelortho.com.
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