Customer Experience Director

3 weeks ago


San Diego, California, United States Hologic Full time
Transform Customer Experiences at Hologic

We're seeking a visionary Director of Customer Experience to lead our teams in delivering exceptional experiences for healthcare professionals and patients. As a champion of customer satisfaction, you'll drive strategic initiatives, foster collaboration, and inspire innovation.

Key Responsibilities:
  • Advocate for stellar service standards across the company
  • Collaborate with Sales, Marketing, IT, and other teams to create seamless experiences
  • Set vision, direction, and objectives for Client Services, Patient Services, and Clinical Review Teams
  • Inspire and mentor team members to drive growth, collaboration, and peak performance
  • Design and refine workflows to meet customer and internal expectations
  • Establish and track Key Performance Indicators (KPIs) to gauge team success
  • Oversee the creation and maintenance of Customer Experience SOPs
  • Innovate and optimize external customer interactions
  • Serve as the pivotal business lead, aligning customer experience strategies with business goals
Requirements:
  • Bachelor's degree in a relevant field
  • At least 5 years in medical customer service leadership and 10 years in medical customer service
  • Deep understanding of HIPAA, PHI, and medical customer interactions
  • Superuser abilities with CRM and LIS, with a knack for data analysis
  • Track record of building and leading teams, crafting processes, and implementing technology enhancements
Why Hologic?

We're committed to making Hologic the company where top talent comes to grow. We provide comprehensive training and continued development to enable your success.

Join us in shaping a customer experience that's as delightful as it is effective.



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