Sr. Customer Experience Manager (US)

About the role

Recruitment Fraud Notice PointClickCare is committed to providing a safe and secure recruitment experience for all candidates. We are aware of fraudulent recruitment activities in which individuals may falsely claim to represent PointClickCare, advertise fake job opportunities, or request personal or financial information. Please be aware that: All PointClickCare employment opportunities are posted on our official careers website. PointClickCare will never ask candidates to pay fees, purchase equipment, transfer money, or provide banking information during the recruiting process. Our recruiters communicate through official PointClickCare email addresses. Employment offers are only made following a formal interview and selection process. As part of our commitment to hiring security, candidates may be asked to verify their identity during the interview and onboarding process. Protect your information. If something feels suspicious, verify it before proceeding. At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. **Travel to Office expectations** For Remote Roles : If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings. For Hybrid Roles : If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role. Position Summary: The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern and measure the end-to-end customer experience. Key Responsibilities: Influences others to adopt a different POV. Anticipates potential objections and influences others to mitigate concerns or challenges. Actions and advice typically impact the quality and effectiveness of the team or a group of internal or external customers in the short-term Oversee adhoc quantitative and qualitative research projects using a variety of research techniques, providing day-to-day direction and coaching to internal and external resources. Solves complex issues or problems where analysis of situations or data requires an in-depth evaluation Integrates best practices in a discipline with others and/or applies advanced technical skills Required Skills & Qualifications: 7 years hands-on experience within marketing research defining and implementing CX measurement protocols Demonstrated ability to influence business objectives to improve the customer experience Developed analytic skills with ability to use data to influence others Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges Expertise with Excel, PowerPoint, and Power BI Bachelors degree in business, mathematics, or the sciences Preferred Experience: Understanding of the healthcare industry Previous experience working successfully in a SaaS organization $113,000 - $126,000 a year At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $113,000 - $126,000 + bonus + benefits, non-overtime eligible. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process. Corp - E Professional - 4 #LI-TW1 #LI-Remote PointClickCare Benefits & Perks: Benefits starting from Day 1! Retirement Plan Matching Flexible Paid Time Off Wellness Support Programs and Resources Parental & Caregiver Leaves Fertility & Adoption Support Continuous Development Support Program Employee Assistance Program Allyship and Inclusion Communities Employee Recognition … and more! It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected] PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.