Client Experience & Workflow Optimization Manager

Judi Health; Charlotte (NC); On-site; USD 104,000 - 126,000; Full time

Job summary

Judi Health in Charlotte, NC is seeking a Manager of Client Experience Resolution & Optimization (CERO) to lead intake, triage, and resolution of client-impacting issues within Client Services. You will establish governance for intake workflows, ensure accurate validation and routing, and drive end-to-end client experience improvements.

You will coach the CERO Analyst and partner with cross-functional teams to simplify workflows, reduce manual work, and monitor key performance indicators.

Qualifications

• Bachelor’s degree required.
• 5 years in client services, operations, or workflow management.
• Experience establishing governance structures for intake/workflows.
• Strong collaboration, communication, and organizational skills.
• Ability to manage complexity in a fast-paced environment.

Responsibilities

• Build and manage a standardized intake and routing process for Client Services issues.
• Govern the 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

Client services

Workflow management

Governance

Cross-functional collaboration

Communication

Problem solving

Organizational skills

Fast-paced environment

Education

Bachelor’s degree

Job description

Judi Health in Charlotte, NC is seeking a Manager of Client Experience Resolution & Optimization (CERO) to lead intake, triage, and resolution of client-impacting issues within Client Services. You will establish governance for intake workflows, ensure accurate validation and routing, and drive end-to-end client experience improvements.

You will coach the CERO Analyst and partner with cross-functional teams to simplify workflows, reduce manual work, and monitor key performance indicators.