Senior Director of Customer Operations
7 days ago
Quest Diagnostics is seeking a Senior Director, Customer Operations to lead the development and implementation of customer-facing operations strategies for the Great Midwest Region.
Key Responsibilities:- Define the overall vision and strategy for customer operations and develop short-term and long-term plans for implementing that vision.
- Collaborate with Commercial, Operations, IT, and other functions to ensure a seamless and delightful experience for customers throughout their lifecycle with Quest.
- Work directly with core leaders to define new standard process architecture/workflow that leads to step-function improvements in quality, cost, and customer satisfaction.
- Implement/maintain strong operational processes and metrics to manage any day-to-day issues or escalations.
- Develop and champion the end-to-end process and associated metrics for customer engagement to drive significant improvement in speed and quality.
- Use data and analytics techniques to proactively identify at-risk customers and address those concerns.
- Collaborate closely with the commercial team to provide operational insights and inputs to effectively manage, strengthen, and grow customer relationships.
- Define the system requirements, timing, and expense to automate/improve current systems to enable new workflows and continuous improvement ideas.
- Define the overall sequencing of workflow changes that will result in simultaneous improvement in cost, quality, and customer satisfaction.
- Develop infrastructure, strategy, tools, and supporting materials to support the Company's drive to improve the customer experience.
- Lead and act as an ambassador for transformation, cost excellence, and process excellence across the GMW region.
- Bachelor's Degree and Master's in Business Administration preferred.
- Minimum of 12 years professional experience at a management consulting firm or equivalent work setting, preferably with a focus on service operations within the healthcare industry.
- Strong internal relationships with key stakeholders at a senior management level required.
- Ability to communicate complex ideas to both team members and senior management.
- Strong listening, written, and oral presentation skills suitable for C-Suite and external partner discussions.
- Ability to maneuver comfortably through complex policy, process, and organizational dynamics.
- Strong Project Leadership skills and QMS preferred.
Quest Diagnostics is an Equal Opportunity Employer.
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