Customer Experience Manager

Salary: 60,000 - 75,000

Who We Are:

Enhanced Medical Nutrition ("EMN) is a transformational, food-as-medicine start-up that commercializes evidence-based medical nutrition products to improve patient outcomes and experience in surgery. Surgical patients are unprepared for the stress of their surgery, which can significantly increase the risk of delayed recovery, complications and even mortality. EMN has developed ENROUTE, a surgeon-recommended nutrition program to help patients prepare better and recover faster. EMN is a venture-backed, food-as-medicine company led by a team of experienced entrepreneurs, medical professionals, and brand builders.

EMN is committed to promoting and supporting diversity, equity, and inclusion (DEI) within the workplace. Workplace diversity, equity, and inclusivity result in a more robust team culture, improve organizational effectiveness, and enable the company to better serve customers and the community.

The Role:

EMN is seeking a motivated and experienced Customer ExperienceManager to lead our Patient Education Team. In this role, you will oversee all patient support and service activities while also supporting direct-to-consumer marketing initiatives. Reporting to the Director of Marketing, you will manage a team dedicated to educating patients and caregivers about medical nutritionensuring every interaction reflects EMNs patient-centered philosophy.

This is a dynamic leadership position that blends operational oversight, team development, patient education, and actionable insights. Your work will directly impact patient outcomes, enhance team performance, and help guide continuous product and service improvements.

About You:

You are an empathetic, detail-oriented leader with a passion for improving patient experiences. You excel at both external communication and internal team management, and you know how to translate complex information into simple, actionable guidance for patients and caregivers. You thrive in fast-paced, evolving environments, enjoy mentoring others, and bring both strategic and hands-on energy to every challenge.

Key Responsibilities:

• Lead, mentor, and develop a high-performing Patient Education Team through coaching, guidance, and ongoing feedback.
  
• Oversee daily team operations, including scheduling, workload distribution, and meeting service level standards.
• Act as the escalation point for complex or sensitive patient inquiries (phone and email), ensuring swift and empathetic resolution.
• Lead new and improved inbound and outbound phone call initiatives
• Create, refine, and maintain patient education resources (digital content, scripts, guides, etc.).
• Work cross-functionally with Sales, Research &
  Development, and Operations to ensure consistent, accurate information sharing and reporting.
• Monitor patient feedback, call metrics, and engagement data to identify service gaps and process improvement opportunities.
• Extract and deliver actionable product insights from patient interactions to inform future innovation.
• Maintain compliance with regulatory and company standards in all patient communications.
• Foster a patient-centered culture that prioritizes empathy, professionalism, and clear communication.
• Support brand presence by overseeing timely, effective responses across social platforms (Meta, YouTube, LinkedIn, Klaviyo, etc.).
• Coach team members on de-escalation strategies, ensuring concerns are addressed quickly and, when needed, via direct calls to resolve issues.
• Participate in cross-functional projects that advance patient education and overall experience.

Your Skills and Experience:

• Proven experience in a leadership role within healthcare or customer service teams.
• Strong oral and written communication skills; ability to translate complex concepts into clear, accessible information
• Experience developing training materials and mentoring team members.
• Strong organizational skills and ability to manage multiple priorities effectively.
• Proficiency in CRM systems, Microsoft Office suite, and call center software.
• Operational mindset and experiencing in building new or improving existing processes
• Compassionate, patient-centred leadership style and ability to remain professional under pressure.
• Ability to analyze data and metrics to drive team performance and patient satisfaction.
• Assist with scheduling social media posts across all digital platforms (Meta, LinkedIn, YouTube).

Your Qualifications:

• Must have: Bachelors degree
• Must have: 2+ years of experience managing a patient-facing or customer service team.
• Must have: Legal authorization to work in Canada.
• Nice-to-have: Experience in patient education, clinical support, or healthcare start-up environments.
• Nice-to-have: knowledge of medical nutrition products or healthcare terminology, experience in surgery or musculoskeletal health.
• Nice-to-have: Experience in healthcare, nutrition, or related field.
• Nice-to-have: experience leading or participating in the rollout of new customer service processes or tools.

Our Benefits:

At EMN, we believe employee success translates into the company's overall success. We offer a competitive benefits package, a creative and friendly culture, endless challenges, tailored career development opportunities, and a supportive management structure. If you are looking for a fun and rewarding career, we look forward to hearing how you can help support EMNs scale.

• Lead a team that makes a meaningful difference at a purpose-driven company.
• Collaborative, supportive, and mission-driven work environment.
• Competitive salary and compensation plan.
• Competitive healthcare insurance, including medical, dental, paramedical, and vision.
• Expedited career development.
• Hybrid work environment.
• Continuous learning opportunities.

Salary paid will be dependent on actual candidate skillsets and experience, relative to internal comparators

How to apply:

• For more information, please refer to our company website at .
  
• Please apply through the careers page at

EMN is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, EMN will provide accommodations to applicants with disabilities throughout the recruitment, selection, and/or assessment process. If selected, please inform Human Resources of any accommodation(s) required.