Manager, Customer Experience

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

📋 Description

• Take charge of the Engage & Initiate value-stream strategy, roadmap, and improvement portfolio from the initial engagement of patients or providers to a comprehensive, actionable order.

• Collaborate with Journey Directors for patients and providers to synchronize roadmaps with overarching journey strategies and outcomes.

• Prioritize initiatives related to provider onboarding, education, consent, requisition forms, order documentation, financial access, ordering workflows, and early-order support.

• Collect and interpret the needs of patients, providers, and the business into business requirements, user stories, workflow or process modifications, and acceptance criteria.

• Facilitate cross-functional alignment on priorities, investments, sequencing, decisions, ownership, and handoffs across Commercial, Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, and Marketing.

• Define success metrics with the CX Research & Measurement Lead and leverage customer research, Voice of Customer feedback, and operational data to uncover opportunities.

• Lead improvement initiatives from the discovery phase through implementation, adoption, and post-launch evaluation.

• Oversee workplans, dependencies, risks, decisions, deadlines, change impacts, and readiness for implementation.

• Represent the value stream in planning, prioritization, and governance discussions, presenting recommendations, trade-offs, risks, and progress to CX and senior leaders.

• Track initiative performance and customer outcomes, identifying problems and adjusting or escalating the roadmap when goals are at stake.

• Operate within clinical, legal, compliance, privacy, commercial, and operational frameworks.

• Adhere to Baylor Genetics policies, procedures, and relevant regulatory requirements.

• Execute other job-related responsibilities as assigned.

⛳️ Requirements

• A Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, project or program management, or a related field.

• At least eight years of experience in customer experience, service design, consulting, product management, healthcare operations, journey management, enterprise process improvement, or a related discipline.

• Proven experience managing a customer journey or value-stream strategy, roadmap, and improvement portfolio.

• Experience in leading strategic transformation, customer journey management, or enterprise process improvement initiatives across various functions.

• Ability to influence senior leaders, align stakeholders, and drive decisions and outcomes without direct authority.

• Proven capability to convert customer and business needs into clear requirements, user stories, workflow or process changes, acceptance criteria, and implementation actions.

• Exceptional business judgment, prioritization, written and verbal communication, facilitation, change management, and organizational skills, with the ability to manage multiple priorities and complex dependencies.

• Preferred: Experience in clinical care, diagnostics, laboratory operations, or another highly regulated, detail-oriented environment.

• Preferred: Experience delivering complex projects under tight deadlines in collaboration with project or program managers.

• Preferred: Experience working with Technology or digital product teams to translate patient and provider needs into business requirements, user stories, or implementation initiatives.

• Preferred: Familiarity with patient-facing or provider-facing healthcare workflows, including onboarding, consent, test requisition forms, financial access, or ordering.

• Ability to function effectively in a standard remote or office setting with extended periods of computer use and video conferencing.

🏝️ Benefits

• We are an equal opportunity employer committed to fostering an inclusive and diverse workforce.

• Standard remote or office work environment.