Customer Excellence Manager

Job Summary

Supporting the Customer Excellence function, the full-time remote Customer Excellence Manager will drive continuous improvement across the OneHUB customer journey, executing customer journey mapping, identifying improvement opportunities, and implementing solutions to enhance service quality and operational efficiency.

Key responsibilities:

• Execute end-to-end customer journey mapping across OneHUB touchpoints for patients, HCPs, and other customers
• Translate journey mapping findings and performance data into prioritized improvement initiatives
• Design and implement process and workflow improvements that enhance speed, clarity, and ease of engagement

Required qualifications:

• Bachelor's degree required
• 5-7 years of experience in patient services, contact center operations, customer experience, or related functions
• Demonstrated experience driving operational and customer experience improvements tied to measurable outcomes
• Strong understanding of service performance metrics and workflow optimization
• Experience partnering with technology teams on enhancements or implementations