Client Experience Resolution & Optimization Lead

Capitalrx; New York (NY); On-site; USD 120,400 - 150,500; Full time

Job summary

Judi Health in New York, NY seeks a Manager of Client Experience Resolution & Optimization (CERO) to lead intake, triage, and resolution of client impacting issues within Client Services. This role establishes governance for intake workflows, ensures issues are validated and routed, and drives end-to-end improvements in the client experience.

The incumbent will partner across the organization to streamline processes, reduce manual work, and coach the CERO Analyst to deliver consistent,

Qualifications

• Bachelor’s degree is required.
• 5+ years of experience in client services, operations, or workflow/process management.
• Demonstrated success in establishing governance structures or managing intake of workflows.
• Strong collaboration, communication, and organizational skills.
• Ability to manage complexity and problem‑solve in a fast‑paced environment.

Responsibilities

• Build and manage a standardized intake and routing process for Client Services issues.
• Govern issue of triage, prioritization, and cross‑functional coordination.
• Serve as the primary point of contact for inquiries related to intake, validation, and routing.
• Develop and maintain SOPs, workflows, and documentation supporting Client Services operations.
• Establish and monitor high‑level performance indicators (e.g., intake volumes, turnaround times, quality measures) in partnership with internal analytics teams.
• Lead continuous improvement initiatives aimed at simplifying workflows and reducing recurring issues.Partner with functional teams to identify process gaps and support implementation of improvements.

Skills

Governance

Intake management

Cross-functional collaboration

Process improvement

Coaching

Education

Bachelor's degree

Job description

Judi Health in New York, NY seeks a Manager of Client Experience Resolution & Optimization (CERO) to lead intake, triage, and resolution of client impacting issues within Client Services. This role establishes governance for intake workflows, ensures issues are validated and routed, and drives end-to-end improvements in the client experience.

The incumbent will partner across the organization to streamline processes, reduce manual work, and coach the CERO Analyst to deliver consistent,