Senior Director of Customer Operations

1 day ago

Clifton, New Jersey, United States Quest Diagnostics Full time
Job Summary

The Senior Director of Customer Operations is a key leader responsible for defining and implementing the end-to-end strategy and execution of customer-facing operations at Quest Diagnostics. This role requires a strong understanding of the laboratory business and its service requirements, as well as excellent interpersonal, customer service, and communication skills.

Key Responsibilities
  • Strategy and Planning: Define the overall vision and strategy for customer operations and develop short-term and long-term plans for implementing that vision.
  • Collaboration and Partnership: Collaborate with Commercial, Operations, IT, and other functions to ensure a seamless and delightful experience for customers throughout their lifecycle with Quest.
  • Process Improvement: Work directly with core leaders to define new standard process architecture/work flow that leads to step-function improvements in quality, cost, and customer satisfaction.
  • Operational Excellence: Implement and maintain strong operational processes and metrics to manage any day-to-day issues or escalations.
  • Customer Engagement: Develop and champion the end-to-end process and associated metrics for customer engagement to drive significant improvement in speed and quality.
  • Data-Driven Decision Making: Use data and analytics techniques to proactively identify at-risk customers and a robust cross-functional mechanism to address those concerns.
  • Transformation and Cost Excellence: Lead and act as an ambassador for transformation, cost excellence, and process excellence.
  • Team Leadership: Lead and mentor a diverse team of customer-focused agents to achieve performance goals and provide exceptional customer service.
  • Compliance and Regulatory: Ensure strict adherence to industry regulations, company policies, and quality standards to maintain a high level of compliance within the customer operations environment.
  • AI-Driven Solutions: Embrace and implement AI-driven solutions to enhance customer interactions, optimize sales processes, and improve the efficiency of customer operations.
Qualifications
  • Leadership Experience: 10+ years of professional experience and senior-level leadership in a service environment.
  • Healthcare Experience: 5 years of healthcare and laboratory-related experience.
  • Education: Bachelor's degree in clinical laboratory, business, or related experience; Master's degree in business preferred.
  • Customer Service Excellence: Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.
  • Continuous Improvement: Trained in Continuous Improvement and embracing an environment of continuous improvement, innovation, and leveraging digital.
  • Global Understanding: Have a global understanding of departmental functions, including Logistics and Patient Service Centers/Problem Resolution, Client Services, Technical Support, IT Connectivity Systems, Billing Compliance, and Regulatory Compliance.
  • Technical Skills: Advanced level of Quest systems, programs, services, and products; Change Management and project management skills; Digital, Salesforce, A.I., automation.
  • Leadership and Communication: Demonstrated success in fostering a positive and productive work environment, with ability to lead, build, and motivate teams. Excellent interpersonal, customer service, and communication skills.
  • Problem Solving and Analytical Skills: Proven problem-solving and analytical skills.
  • Conflict Resolution: Proven ability to positively influence staff to drive results in achieving goals and objectives. Proven ability to manage and resolve conflict.
  • Adaptability and Flexibility: Adaptable and flexible with the ability to accept, create, and manage change.
  • Leadership Development: Develop, engage, and lead leaders.
  • Strategic Customer Interaction: Ability to effectively interact with strategic customers and executive-level leaders.

Equal Opportunity Employer: Quest Diagnostics is an Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets.

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