Manager/Sr. Manager, Customer Excellence

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Job Description:

  • Execute end-to-end customer journey mapping across OneHUB touchpoints for patients, HCPs, and other customers.
  • Translate journey mapping findings and performance data into prioritized improvement initiatives.
  • Design and implement process and workflow improvements that enhance speed, clarity, and ease of engagement.
  • Partner with technical and system owners to support enhancements to platforms (e.g., CRM, case management, workflow tools) that enable improved customer experience.
  • Work across OneHUB Operations and Pillar Teams to understand evolving business needs and ensure improvement initiatives reflect frontline realities.
  • Establish and sustain a structured continuous improvement framework.
  • Track implementation outcomes to ensure realized performance gains.
  • Foster a culture of accountability, data-driven decision making, and customer-centric thinking within OneHUB.

Requirements:

  • Bachelor’s degree required.
  • 5-7 years of experience in patient services, contact center operations, customer experience, commercial operations, or related functions.
  • Demonstrated experience driving operational and customer experience improvements tied to measurable outcomes.
  • Strong understanding of service performance metrics and workflow optimization.
  • Experience partnering with technology teams (e.g., CRM, workflow systems) on enhancements or implementations.
  • Proven ability to lead cross-functional initiatives in a matrixed environment.
  • Strong analytical and problem-solving skills with ability to translate insights into actionable plans.
  • Experience in healthcare, biopharma, or other regulated environments preferred.
  • Excellent stakeholder management, communication, and influence skills.

Benefits:

  • paid time off (vacation, holidays, sick)
  • medical/dental/vision insurance
  • 401(k)
  • long-term incentive programs
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