Customer Experience Program Manager

Mass General Brigham; Somerville (MA); Remote; USD 80,000 - 120,000; Full time

Job summary

A leading healthcare organization is offering an exciting opportunity for a senior role focused on program and project management within HR Shared Services. This position allows remote work within the continental U.S., fostering collaboration within a diverse team dedicated to enhancing customer experience and satisfaction. With a focus on career growth, the successful candidate will oversee impactful projects aimed at improving service delivery and compliance while implementing customer-focused initiatives.

Qualifications

• 5-7 years of leadership experience in HR Shared Services.
• Proven program and project management experience.
• Strong experience in customer experience or customer success.

Responsibilities

• Lead program and project oversight to ensure execution of deliverables.
• Enhance business processes for quality and customer experience.
• Develop initiatives for boosting customer satisfaction.

Skills

Leadership

Interpersonal Skills

Communication

Project Management

Education

Bachelor's Degree in a related field

Tools

CRM software

Workday

ServiceNow

Job description

Employer Industry: Healthcare Services

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work remotely from anywhere within the continental U.S.
- Engage in impactful projects that enhance customer experience and satisfaction
- Collaborate with a diverse team of professionals in a supportive work environment
- Contribute to best-in-class HR service delivery and continuous improvement initiatives

What to Expect (Job Responsibilities):
- Lead program and project oversight, ensuring successful execution of deliverables and actions
- Assess and document business processes to enhance quality, efficiency, and customer experience
- Develop and implement initiatives aimed at boosting customer satisfaction and retention
- Collaborate across the organization to support business process needs and service introductions
- Manage operational controls and compliance activities, including business continuity plans

What is Required (Qualifications):
- Bachelor's Degree in a related field of study
- 5-7 years of demonstrated leadership experience in HR Shared Services, HR Generalist, or HR Business Partner roles in large organizations
- Proven program and project management experience
- Strong interpersonal skills to build relationships with team members and stakeholders
- Effective communication skills (written and oral) with all levels of the organization

How to Stand Out (Preferred Qualifications):
- Strong working experience in the customer experience or customer success field
- Knowledge of Lean and/or Six Sigma principles
- Proficiency in CRM software and customer support tools
- Experience with Workday, ServiceNow, and performance analytics
- Ability to manage shifting and competing priorities in a fast-paced environment

#HealthcareServices #CustomerExperience #RemoteWork #CareerGrowth #ProjectManagement

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