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District Manager, Customer Experience

Expired Job

Ortho-Clinical Diagnostics Great Lakes , IL 60088

Posted 4 months ago

The Company

Ortho Clinical Diagnostics (Ortho) is a global leader of in vitro diagnostics. Ortho serves two primary industries in the medical field: clinical laboratories, by producing platforms and assays that test for a variety of diseases, conditions, and substances; and immunohematology, by providing the means to ensure blood transfusion recipients receive appropriate and compatible blood.

With a history of more than 75 years, Ortho is a pioneer in life-impacting advances in diagnostics. Worldwide across hospitals, hospital networks, blood banks and labs, Ortho's high-quality products and services enable health care professionals to make better-informed treatment decisions. Headquartered in Raritan, NJ, Ortho Clinical Diagnostics has approximately 4,300 employees serving customers in more than 120 countries.

Ortho is recruiting and retaining the best and brightest around the world. People, who are performance driven, want to make a difference and who help Ortho grow their leadership position in a changing marketplace. The power to reimagine starts with empowered people, who are empowered to grow and given the chance to succeed in ways they hadn't thought possible before.

Ortho's purpose is simple: to improve and save lives with diagnostics. They do that by reimagining what's possible. It's what defines them. It's the Ortho difference.

Ortho is an independent company, sponsored by The Carlyle Group, one of the world's largest and most successful investment firms. The company's executive leadership team has extensive diagnostic experience and a strong heritage of driving market change and innovation. Ortho is a strong brand with solid positions in attractive, growing segments and regions.

The Career Potential

Ortho Clinical Diagnostics is committed to improving and saving lives with diagnostics. To do this we hire people who share this dream and are ready for new adventures. As a valued team member, you will carve your own career path and be part of building this company stronger and better than ever before. There is no limit to the experiences, opportunities and new directions you will have access to here at Ortho Clinical Diagnostics. More importantly, you will be driving the surge of a whole new direction in important medicine. That's something we can all take pride in as we take this journey together.

Ortho is known in the industry as a leader in customer service and support. Deeply understanding and exceeding the needs of our clinical lab, hospital and blood bank customers is what we do. It's who we are. If you join Ortho, no matter what your role, you will be expected to keep that Customer Excellence focus in your work.

The Opportunity

The District Manager, Customer Experience manages sales and technical resources within the Customer Experience (CE) team for sales across both Clinical Laboratory (CL) and Transfusion Medicine (TM) product lines to current customers within assigned district. Responsible for current customer retention and menu expansion through direct management of Customer Experience Managers (CEMs) and Laboratory Specialists (LSs).

In alignment with the Area Director of Customer Experience, this position is accountable for the district annual business plan. Responsible for reinforcing strategies to retain and grow existing accounts and supporting team to execute on action plans that will meet or exceed objectives. Responsible for recruiting, hiring, and developing CEM and LS talent. This is a remote position covering Great Lakes.

The Responsibilities

  • Customer Retention and Growth Strategy: Execute on strategy and tactics to maximize customer retention, revenue, and upgrade customers through instrument placements. Outline specific expectations for sales and technical team. Collaborate with other functions (e.g., marketing, service, contracting, etc.) to remove hurdles to execute against strategy.

  • Menu Expansion Strategy: Outline and reinforce expectations for menu expansion for both CEMs and LSs; Ensure teams have knowledge and resources required to execute.

  • Business Planning: Identify and execute long and short term plans for meeting team goals. Manage in-field execution of all sales & marketing programs. Ensure comprehensive use of CRM for all customer and territory management activities.

  • People Management: Recruit, hire, train, develop, and manage CEMs and LSs. Actively coach direct reports to meet annual objectives through the development of competent business skills, product knowledge, and market development

  • Customer Relationships: Establish and maintain high level relationships with key customers to drive retention and menu expansion opportunities within existing accounts.

  • Talent Development: Work with Learning & Development team on initiatives that optimize team productivity and effectiveness

  • Cross-Team Collaboration: Effectively collaborate with key teams (e.g., Technical Excellence Team, Health Systems, Marketing, Customer Service, etc.) to ensure outstanding customer support

  • Forecasting and Reporting: Accurately forecast sales and provide sales input and ensure team members are providing accurate and timely data for the development of mid and long term forecasts.

  • Key Accountabilities:

  • Meet overall revenue goal

  • Meet product-specific revenue goals

  • Retain current accounts and maintain existing spend levels

  • Meet menu expansion goals

  • Key Points of Interaction:

  • Lab Specialist (Direct Report)

  • Customer Experience Manager (Direct Report)

  • CL/TM Area Technical Specialist

  • Health Systems Executive

  • Technical Excellence Manager

The Individual

  • Education: Minimum of a Bachelor's Degree in science or business related field is required.

  • Sales Background: Minimum of 5 years of proven successful healthcare sales experience required, with completion of management development program preferred.

  • Sales Management: Strong leadership, mentorship, coaching, financial and business management skills.

  • People Management: Entry-level people management and people development skills.

  • Business Acumen: Strong skill in financial acumen, negotiations, hospital medical device/diagnostics, and complex account management

  • Communication: Advanced listening, verbal, and written communication skills

  • Travel: Travel for the District Manager is typically 50%, but ranging from 40-60% depending upon the district's geography and your location in the district

  • Work visa sponsorship is not available for this position.

  • Must have a valid US driver's license in good standing.


In addition to submitting your resume and completing the application, please click on the following link to complete a short questionnaire which will tell us a bit more about you:


Equal Opportunity

Ortho Clinical Diagnostics 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. Ortho Clinical Diagnostics is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their job related 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

Supplemental Poster

Pay Transparency Notice

Privacy Statement

Your privacy is important to us. By continuing to use our site to apply to this position, you agree to the Candidate Notice below that is applicable to where you reside, which outlines our privacy policies on information collected during the hiring process.

Candidate Notice Non-EU Residents

Candidate Notice EU Residents

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District Manager, Customer Experience

Expired Job

Ortho-Clinical Diagnostics