Manager/Sr. Manager, Customer Excellence

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

📋 Description

• Conduct comprehensive customer journey mapping across OneHUB touchpoints for patients, healthcare professionals, and other clients.

• Convert insights from journey mapping and performance data into prioritized initiatives for improvement.

• Create and implement process and workflow enhancements that improve speed, clarity, and ease of engagement.

• Collaborate with technical and system owners to facilitate enhancements to platforms (e.g., CRM, case management, workflow tools) that boost the customer experience.

• Work alongside OneHUB Operations and Pillar Teams to grasp changing business requirements and ensure improvement initiatives reflect on-the-ground realities.

• Develop and maintain a structured continuous improvement framework.

• Monitor implementation outcomes to confirm achieved performance improvements.

• Promote a culture of accountability, data-driven decision-making, and customer-centric thinking within OneHUB.

⛳️ Requirements

• Bachelor's degree is mandatory.

• 5-7 years of experience in patient services, contact center operations, customer experience, commercial operations, or similar roles.

• Proven experience in driving operational and customer experience enhancements linked to measurable results.

• Strong knowledge of service performance metrics and workflow optimization techniques.

• Experience collaborating with technology teams (e.g., CRM, workflow systems) on enhancements or implementations.

• Established ability to lead cross-functional projects within a matrixed organization.

• Strong analytical and problem-solving capabilities, with the ability to turn insights into actionable strategies.

• Experience within healthcare, biopharma, or other regulated environments is preferred.

• Exceptional skills in stakeholder management, communication, and influence.

🏝️ Benefits

• Paid time off (vacation, holidays, sick leave)

• Medical, dental, and vision insurance

• 401(k) plan

• Long-term incentive programs