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Director, Customer Experience

3 months ago

San Diego, United States Hologic Full time

Role Summary: Are you ready to drive customer satisfaction and transform everyday interactions into extraordinary experiences? We're looking for a spirited and insightful Director of Customer Experience to lead our dynamic teams, including Client Services, Patient Services, and Clinical Review. You'll be the champion of both our healthcare professional and patient interfaces, reflecting their voices back to the leadership team to sharpen our strategies and services. What You'll Do: Advocate relentlessly for stellar service standards across the company. Dive into collaborations with Sales, Marketing, IT, Billing, Lab Operations, and more, to stitch seamless experiences that resonate with both physicians and patients. Set vision, strategic direction, expectations, annual and long-term objectives for the Client Services, Patient Services, and Clinical Review Teams. Inspire, mentor, and elevate your team members, fostering an environment of growth, collaboration, and peak performance. Design and refine workflows to ensure quick, effective responses that not only meet but exceed customer and internal expectations. Establish and track Key Performance Indicators (KPIs) to gauge team success and drive continuous improvement. Oversee the creation and maintenance of all Customer Experience SOPs and ensure your team is equipped, informed, and ready to excel. Innovate and optimize external customer interactions to keep our service crisp, clear, and compelling. Serve as the pivotal business lead, aligning customer experience strategies with business goals for revenue improvement and cost efficiency. Must-Have Skills: A Bachelor’s degree in a relevant field. At least 5 years in medical customer service leadership and 10 years in the trenches of medical customer service. A deep understanding of HIPAA, PHI, and the nuts and bolts of medical customer interactions like pre-authorizations, insurance claims, and appeals. Superuser abilities with CRM (preferably Salesforce) and LIS, coupled with a knack for wrangling large data sets into actionable insights. A track record of building and leading teams, crafting processes, and implementing technology enhancements. A high-speed, agile approach to a fast-paced, deadline-driven work environment—flexibility, resourcefulness, and efficiency are your strengths. Why You'll Love It Here: You’ll be at the heart of a team that values bold ideas and is passionate about making a real difference in people’s lives. We foster a culture of low attrition and high satisfaction, making sure our team not only sticks around but thrives. Opportunity to work in a forward-thinking environment that blends professional rigor with a lively, collaborative spirit. Think you’re up for the challenge? Join us in shaping a customer experience that’s as delightful as it is effective. Your mission, should you choose to accept it, is not just to lead, but to inspire, innovate, and drive change for the better. Let's make something great together The annualized base salary range for this role is $147,600 to $262,300 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs, and market demand. Why Hologic? We are committed to making Hologic the company where top talent comes to grow. For you to succeed, we want to enable you with the tools and knowledge required and so we provide comprehensive training when you join as well as continued development and training throughout your career. If you have the right skills and experience, apply today #Director-level Agency and Third Party Recruiter Notice: Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered. Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans. #J-18808-Ljbffr