Senior Director, Customer Operations - East Region

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Job description

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

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