Senior Director of Customer Operations

1 week ago


Clifton, New Jersey, United States Quest Diagnostics Incorporated Full time
Senior Director of Customer Operations

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 Incorporated. This role requires a strong understanding of the laboratory business and its service requirements, as well as the ability to lead and motivate teams to drive results in achieving goals and objectives.

Key Responsibilities:
  • Define Overall Vision and Strategy: Develop short-term and long-term plans for implementing the overall vision for customer operations, ensuring seamless and delightful experiences for customers throughout their lifecycle with Quest.
  • Collaborate with Cross-Functional Teams: Work with Commercial, Operations, IT, and other functions to ensure a cohesive and effective customer operations strategy.
  • Implement Operational Processes: Develop and maintain strong operational processes and metrics to manage day-to-day issues or escalations, ensuring strict adherence to industry regulations, company policies, and quality standards.
  • Lead and Mentor Teams: Lead and mentor a diverse team of customer-focused agents to achieve performance goals and provide exceptional customer service, fostering a positive and productive work environment.
  • Embrace Digital Transformation: Embrace and implement AI-driven solutions to enhance customer interactions, optimize sales processes, and improve the efficiency of customer operations.

Requirements:

  • 10+ Years of Professional Experience: Senior-level leadership experience in a service environment, with 5 years of healthcare and laboratory-related experience.
  • Education: Bachelor's degree in clinical laboratory, business, or related experience, with a Master's degree in business preferred.
  • Skills: Excellent interpersonal, customer service, and communication skills, with the ability to communicate complex issues clearly and concisely, and proven problem-solving and analytical skills.

Equal Opportunity Employer: Quest Diagnostics Incorporated is an equal opportunity employer, committed to diversity and inclusion in the workplace.



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