Assistant Manager - Customer Experience; Hybrid​/Remote in Northeast Area

Position: Assistant Manager - Customer Experience (Hybrid / Remote in Northeast Area)
Location: New York

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Assistant Manager - Customer Experience (Hybrid / Remote in Northeast Area)

Assistant Manager - Customer Experience (Hybrid / Remote in Northeast Area)

Full-time

Description About InBody New York

InBody New York is part of InBody’s U.S. regional network, representing the company’s growth across the Northeast region. InBody is a worldwide leader in the health metrics field, revolutionizing the industry with innovative technology and devices. InBody’s products are trusted by top research facilities, fitness centers, hospitals, and health centers around the world because of their accuracy, reproducibility, and ease-of-use.

We proudly produce advanced health technology designed to make understanding and improving health and wellness accessible to everyone. From class-leading body composition analyzers to user-friendly automated blood pressure monitors, our goal is to equip health and wellness professionals with the tools they need to help clients and communities improve their well‑being.

Job Title

Assistant Manager - Customer Experience (Hybrid / Remote in Northeast Area)

Job Type

Full‑Time, Non‑Exempt

Working Hours

Monday through Friday, 8 AM to 5 PM (EST)

Supervisory Responsibility

This position may oversee Customer Experience team members as assigned.

Reports to

Head of Customer Success / CEO, InBody New York

Desired Start Date

1/1/2026 or ASAP

Position Overview

The Assistant Manager - Customer Experience will lead customer experience operations for InBody New York’s medical and academic clients across the Northeast region. This position combines direct customer management with operational leadership—supporting system integration between InBody New York and IBUSA, optimizing internal processes, and training future CX team members. The ideal candidate is proactive, detail‑oriented, and experienced in managing complex customer relationships.

This role requires strong communication, operational problem‑solving, and the ability to bridge cross‑departmental workflows between HQ and the regional office. This is a full‑time, hybrid position at our office located in Midtown Manhattan, NY reporting to the Head of Customer Success.

Client Management (Core CX Functions)

• Serve as the primary contact for assigned medical and academic accounts, ensuring consistent customer support and satisfaction.
• Conduct onboarding calls, implementation sessions, and follow‑up Q&A trainings (virtual or in‑person).
• Manage key institutional portfolios across healthcare, medical education, and research sectors—ensuring goals, policies, and documentation are up to date.
• Deliver exceptional service through timely responses, proactive communication, and accurate resolution of client issues.
• Coordinate device trade‑ins, service renewals, and educational programs to maintain client engagement.
• Identify opportunities for upselling and cross‑selling, and collaborate with the sales team to meet growth objectives.
• Maintain organized records of client interactions and activities in Zoho CRM.
• Provide insights to marketing, service, and sales teams to enhance customer engagement and retention.

Operational Leadership & Integration

• Lead operational alignment efforts between InBody New York and InBody USA, including but not limited to:
  1) system integration and process standardization;
  2) Customer Experience hire onboarding; and
  3) quarterly travel to different office locations for planning, training and cross‑team alignment.
• Participate in system integration initiatives, helping align CRM data, service protocols, and reporting structures between the regional and national teams.
• Build and document tailored CX processes for InBody New York, ensuring scalability and clear internal communication.
• Serve as the operational liaison for special projects involving service process improvement, client escalation handling, and workflow automation.

Team Development & Training

• Onboard, coach, and train new or junior Customer Experience Managers.
• Develop CX training materials and documentation tailored to the regional context.
• Assist in setting team goals, performance metrics, and best practices in alignment with company‑wide standards.

Minimum Qualifications

• 3+ years of…