Customer Experience Manager

Job Summary

Owning the strategy and improvement portfolio for the patient and provider journey from order completion to result finalization, the full-time Manager, Customer Experience, Order to Result will prioritize enhancements across various operational areas and collaborate with cross-functional teams in a remote setting.

Key Responsibilities

• Own the Order to Result value-stream strategy and improvement portfolio, ensuring effective transition from order completion to result delivery
• Partner with Journey Directors to align the value-stream roadmap with overall journey strategies and outcomes
• Drive cross-functional alignment on priorities, investments, and implementation across various departments, including Client Services and Technology

Required Qualifications

• Bachelor's degree or equivalent experience in customer experience, business, healthcare administration, or related field
• Eight or more years of experience in customer experience, service design, or related disciplines
• Demonstrated experience owning a customer journey or value-stream strategy and improvement portfolio
• Ability to influence senior leaders and drive outcomes without direct authority
• Strong skills in translating customer needs into clear business requirements and implementation actions