CX Program Manager: Remote Leader, Service Recovery & Improvement

Ascension; St. Louis (MO); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Comprehensive health coverage

Employer-matched retirement plan

Paid time off and holidays

Tuition reimbursement (Vocare)

Job summary

Ascension, a leading nonprofit Catholic health system, is seeking a role within the Consumer Experience team. You will collaborate with CX Onsite leaders to identify opportunities, analyze barriers across people, processes, and technology, and drive improvements aligned with regulatory requirements and customer satisfaction.

The position emphasizes leadership, cross-functional collaboration, and a focus on resolving consumer concerns while supporting strategic objectives across the organization.

Qualifications

• 3 years of cumulative experience with a high school equivalency path, or 2 years with an associate/bachelor degree.
• 7 years of applicable cumulative job specific experience required, leadership preferred.

Responsibilities

• Identify program opportunities with CX Onsite Team leaders.
• Analyze people, process, and tech processes and barriers and recommend actions based on gaps, trends, and needs.
• Build collaborative relationships within the discipline to support strategic objectives and move work forward.
• Provide programmatic leadership for continuous improvement for CX Onsite team priorities.
• Manage the national Service Recovery process and serve as a subject matter expert for market CX teams and leaders, including regulatory requirements.
• Demonstrate and coach others on exceptional conflict resolution skills addressing dissatisfied consumers.

Skills

Leadership

Program management

Relationship building

Process analysis

Education

High School diploma equivalency

Associate's degree

Bachelor's degree

Job description

Ascension, a leading nonprofit Catholic health system, is seeking a role within the Consumer Experience team. You will collaborate with CX Onsite leaders to identify opportunities, analyze barriers across people, processes, and technology, and drive improvements aligned with regulatory requirements and customer satisfaction.

The position emphasizes leadership, cross-functional collaboration, and a focus on resolving consumer concerns while supporting strategic objectives across the organization.