What are the responsibilities and job description for the Senior Director of Customer Operations and Strategy position at Quest Diagnostics?
About Quest Diagnostics
Quest Diagnostics is a leading healthcare company that provides diagnostic testing services to help patients, physicians, and healthcare organizations make informed decisions. We are committed to delivering high-quality results and exceptional customer service.
Job Summary
We are seeking an experienced Senior Director of Customer Operations and Strategy to lead our customer-facing operations team. This individual will be responsible for defining and implementing the overall strategy and execution of customer-facing operations, ensuring seamless and delightful experiences for customers throughout their lifecycle with Quest.
Key Responsibilities:
- Develop Strategic Vision: Define the overall vision and strategy for customer operations and develop short-term and long-term plans for implementing that vision.
- Collaborate with Cross-Functional Teams: Collaborate with Commercial, Operations (patient services, logistics, lab operations, and billing), IT, and other functions to ensure a seamless and delightful experience for customers.
- Implement Operational Processes: Implement strong operational processes and metrics to manage any day-to-day issues or escalations.
- Lead Transformation Efforts: Lead and act as an ambassador for transformation, cost excellence, and process excellence.
- Mentor and Lead Teams: Lead and mentor a diverse team of customer-focused agents to achieve performance goals and provide exceptional customer service.
Requirements:
- Leadership Experience: 10 years of professional experience and senior-level leadership in a service environment.
- Industry Expertise: 5 years of healthcare and laboratory-related experience.
- Educational Background: Bachelor's degree in clinical laboratory, business, or related experience; Master's degree in business preferred.
- Skillset: Experience delivering customer service excellence, achieving productivity/accuracy/quality standards, and leveraging digital technologies.
Estimated Salary Range: $150,000 - $200,000 per year, depending on location and experience.
Salary : $150,000 - $200,000
