Senior Director, Customer Operations - East Region

Overview

The Senior Director of Customer Operations has the overall responsibility to define, implement, and maintain the end-to-end strategy and execution of customer-facing operations. The Customer Operations team is a strategic partner and a key enabler of commercial growth and driving better margins, while managing the day-to-day operations. Additionally, the Senior Director is a champion of data-driven performance management, execution excellence, team integration and process harmonization, as well as the training, modernization, and implementation of technology and tools.

Responsibilities

• Define the overall vision and strategy for customer operations and develop short-term and long-term plans for implementing that vision.
• Collaborate with Commercial, Operations (patient services, logistics, lab operations, and billing), IT, and other functions to ensure a seamless and delightful experience for customers throughout their lifecycle with Quest.
• Work directly with each of the core leaders to define new standard process architecture / work flow that leads to step-function improvements in quality, cost, and customer satisfaction
• Implement/Maintain strong operational processes and metrics to manage any day-to-day issues or escalations.
• Develop and champion the end-to-end process and associated metrics for customer engagement to drive significant improvement in speed (quoting, winning, and onboarding), and the quality (onboarding/integration, and ongoing relationship) to drive growth and improvement in margins.
• Use of data and analytics techniques to proactively identify at-risk customers, and a robust cross-functional mechanism to address those concerns.
• Lead and act as an ambassador for transformation, cost excellence and process excellence.
• Lead and mentor a diverse team of customer focused agents to achieve performance goals and provide exceptional customer service.
• Ensure strict adherence to industry regulations, company policies, and quality standards to maintain a high level of compliance within the customer operations environment.
• Embrace and implement AI-driven solutions to enhance customer interactions, optimize sales processes, and improve the efficiency of customer operations.
• Key member of M&A team to ensure smooth transition of acquisitions.
• Leading manager of people, project managers, and exempt/non-exempt staff (Direct 5-7/Indirect 60-80)
• Up to 25% domestic travel

Qualifications

• 10 Years of professional experience and senior level leadership in a service environment.
• 5 years of healthcare and laboratory related experience
• Bachelor’s degree in clinical laboratory, business or related experience is required; Master’s degree in business is preferred
• Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.
• Trained in Continuous Improvement; Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.
• Have a global understanding of departmental functions: Logistics and Patient Service Centers/Problem Resolution, Client Services, Technical Support, IT Connectivity Systems, Billing Compliance, and Regulatory Compliance
• Advanced level of Quest systems, programs, services, and products; Change Management and project management skills; Digital, Salesforce, A.I., automation
• Demonstrated success in fostering a positive and productive work environment, with ability to lead, build and motivate teams. Broad understanding of the laboratory business and its service requirements.
• Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely. Proven problem solving and analytical skills.
• Proven ability to positively influence staff to drive results in achieving goals and objectives. Proven ability to manage and resolve conflict.
• Adaptable and flexible with the ability to accept, create and manage change.
• Develop, engage, and lead leaders.
• Ability to effectively interact with strategic customers and executive level leaders

EEO

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets