Cody Drug · 1 week ago
Customer Experience Manager
United States
Full-time
Remote
Mid, Senior Level
$110K/yr - $110K/yr
3+ years expCody Drug is a company focused on providing exceptional customer service in the pharmacy sector. They are seeking a Customer Experience Manager responsible for designing and improving the end-to-end experience for patients and provider partners, ensuring every interaction reflects the company's commitment to precision and personal care.
DeliveryOnline PortalsPharmaceuticalRetail
Hiring Manager
Lillian Graning, CEcD
Responsibilities
Own the end-to-end customer and provider journey, identifying friction points, gaps, and opportunities for improvement across all touchpoints
Authority to define, train, and enforce customer service standards across sales, pharmacy, operations, and customer support
Partner closely with marketing, operations, pharmacy leadership, and customer service teams to design and implement experience standards that align with Cody Drug’s mission, vision, and values
Lead regular in-house training of front-line staff
Establish and maintain customer experience metrics, dashboards, and feedback loops, using data to drive continuous improvement
Lead pro-active initiatives to improve onboarding, customer communication, responsiveness, and issue resolution for patients and providers
Translate complex pharmacy workflows, regulations, and constraints into clear, empathetic, and consistent customer-facing experiences
Develop and document standards, playbooks, scripts, and best practices to ensure consistency across teams and channels
Identify and implement tools, processes, and training that elevate service quality while supporting efficiency and scalability
Monitor customer feedback, complaints, and escalations, ensuring root causes are addressed and systemic improvements are made
Serve as a customer advocate internally, balancing operational realities with the expectation of exceptional service
Qualification
Required
Pharmacist or pharmacy technician experience strongly preferred, with a working understanding of pharmacy operations, workflows, and compliance requirements
Minimum 3 years of experience in customer experience design, service operations, or CX leadership, preferably in healthcare, pharmacy, or a regulated environment
Proven ability to design, measure, and improve customer journeys across multiple channels (phone, digital, in-person, fulfillment)
Strong analytical skills with experience using data, dashboards, and feedback to drive decision-making
Excellent communication and collaboration skills, with the ability to influence cross-functional teams
Comfort working in a fast-paced, growth-oriented environment where systems and processes are evolving
High standards, strong ownership mentality, and a passion for building experiences that earn trust and loyalty
Benefits
Medical
Ancillary
401k - available
Paid Time Off (PTO) : Starting @ 15 days + 3 sick days + holidays
Company
Cody Drug
Cody Drug is a retailer of vaccines, compounding medicine, and synchronization medication.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase