Manager, Customer Experience – Order to Result

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

📋 Description

• Take charge of the Order to Result value-stream strategy, roadmap, and enhancement portfolio.

• Ensure alignment of the value-stream roadmap with the comprehensive patient and provider journey strategies.

• Prioritize projects spanning prior authorization, financial holds, kit fulfillment, sample collection and shipment, laboratory receipt, sample issues, testing status, turnaround-time communication, and result finalization.

• Act as the business owner for customer experience requirements and enhancements.

• Convert patient, provider, and business needs into business requirements, user stories, workflow or process modifications, and acceptance criteria.

• Facilitate cross-functional alignment on priorities, investments, sequencing, decisions, ownership, and handoffs.

• Establish measures of success for the value stream and utilize customer research, Voice of Customer feedback, and operational data to pinpoint opportunities.

• Lead improvement initiatives from initial discovery 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.

• Present recommendations, trade-offs, risks, and progress updates to CX and senior leadership.

• Track initiative performance and customer outcomes; adjust or escalate the roadmap when objectives are at risk.

• Operate within clinical, legal, compliance, privacy, and operational constraints.

• Perform additional job-related tasks 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 area.

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

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

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

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

• Skill in translating customer and business needs into business requirements, user stories, workflow or process changes, acceptance criteria, and implementation actions.

• Strong business judgment, prioritization, written and verbal communication, facilitation, change management, and organizational skills.

• Ability to juggle multiple priorities and complex dependencies.

• Preferred experience in clinical care, diagnostics, laboratory operations, or another highly regulated, detail-intensive environment.

• Experience in delivering complex work under tight deadlines in collaboration with project or program managers is preferred.

• Preferred experience in partnering with Technology or digital product teams.

• Preferred experience with patient-facing or provider-facing healthcare workflows.

• Must adhere to Baylor Genetics policies, procedures, and applicable regulatory requirements.

🏝️ Benefits

• Equal opportunity employer dedicated to fostering an inclusive and diverse workforce.

• Standard remote or office work environment.

• Remote work arrangement.