Manager/Sr. Manager, Customer Excellence
Job Description:
- 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.
- Partner with technical and system owners to support enhancements to platforms (e.g., CRM, case management, workflow tools) that enable improved customer experience.
- Work across OneHUB Operations and Pillar Teams to understand evolving business needs and ensure improvement initiatives reflect frontline realities.
- Establish and sustain a structured continuous improvement framework.
- Track implementation outcomes to ensure realized performance gains.
- Foster a culture of accountability, data-driven decision making, and customer-centric thinking within OneHUB.
Requirements:
- Bachelor’s degree required.
- 5-7 years of experience in patient services, contact center operations, customer experience, commercial operations, 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 (e.g., CRM, workflow systems) on enhancements or implementations.
- Proven ability to lead cross-functional initiatives in a matrixed environment.
- Strong analytical and problem-solving skills with ability to translate insights into actionable plans.
- Experience in healthcare, biopharma, or other regulated environments preferred.
- Excellent stakeholder management, communication, and influence skills.
Benefits:
- paid time off (vacation, holidays, sick)
- medical/dental/vision insurance
- 401(k)
- long-term incentive programs
