Client Experience Resolution & Process Optimization Manager

Judi Health; United States; On-site; USD 120,000 - 151,000; Full time

Job summary

Judi Health in New York, NY is seeking a Manager of Client Experience Resolution & Optimization (CERO) to lead intake, triage, and resolution for client-impacting issues within Client Services. You will establish governance for intake workflows, validate routing, and drive consistency while coaching the CERO Analyst.

The role partners across the organization to streamline processes, reduce manual work, and improve end-to-end client experience, balancing governance with practical execution in

Qualifications

• Bachelor's degree 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.
• Coach, mentor, and support ongoing development of the CERO Analyst.

Skills

Collaboration

Communication

Organizational skills

Education

Bachelor's degree

Job description

Judi Health in New York, NY is seeking a Manager of Client Experience Resolution & Optimization (CERO) to lead intake, triage, and resolution for client-impacting issues within Client Services. You will establish governance for intake workflows, validate routing, and drive consistency while coaching the CERO Analyst.

The role partners across the organization to streamline processes, reduce manual work, and improve end-to-end client experience, balancing governance with practical execution in