Director, Customer Experience – Implementation

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the onboarding process and customer experience strategy for all enterprise clients.

• Develop standards, governance, and operational models from the point of contract signing through to lifecycle maturity.

• Act as a primary contact for customer executives and key stakeholders throughout the onboarding and implementation phases.

• Define and oversee the methodology for enterprise onboarding, customer engagement standards, communication frameworks, and executive governance models.

• Conduct customer readiness evaluations and post-implementation reviews.

• Implement executive-level intervention strategies for managing high-risk customer relationships.

• Be responsible for onboarding and engagement outcomes, such as NPS, KLAS impact, customer adoption, executive involvement, and indicators of the implementation experience.

• Establish comprehensive white-glove customer experience standards and governance across the enterprise.

• Collaborate with the VP and the Customer Optimization & Satisfaction team on experience evaluations and strategic business reviews.

• Work with Marketing to develop customer-facing materials, executive communications, and engagement initiatives.

• Drive enterprise customer experience enhancement projects and oversee cross-functional priorities.

• Formulate strategies that boost retention, executive engagement, customer advocacy, and foster long-term partnerships.

• Build and expand the Customer Experience function, including future leadership and organizational design responsibilities.

• Undertake additional duties and responsibilities as assigned.

⛳️ Requirements

• Experience in Healthcare Revenue Cycle Management.

• Bachelor’s degree or an equivalent combination of education and experience.

• Over 10 years of experience in customer onboarding, implementation, customer success, healthcare operations, consulting, or a related field.

• More than 10 years of leadership experience overseeing teams and cross-functional initiatives.

• Demonstrated success in leading customer transitions, large-scale operational programs, or account management teams.

• Strong executive presence with exceptional communication, relationship management, and problem-solving abilities.

• Capability to influence within a matrixed organization while managing multiple priorities simultaneously.

• Preferred experience in developing customer experience, onboarding, or service delivery programs.

• Preferred experience in collaborating with customer executives and senior operational leaders.

• Preferred certifications in change management, Lean, Six Sigma, or project management.

🏝️ Benefits

• Annual bonus plan with a target of 20.00%.

• Competitive benefits package.

• Opportunities for continuous learning, collaboration across teams, and exploration of new career paths.

• Engaging work that contributes to the betterment of communities served globally.