Director, Customer Experience

WPS Health Solutions; Omaha (NE); Remote; USD 140,000 - 160,000; Full time

Job summary

A healthcare organization is seeking a Director of Customer Experience to lead customer interaction strategies and improve overall service quality. The ideal candidate should have significant experience in healthcare operations and leadership, with a focus on CMS regulations. This role offers a competitive salary and benefits, including remote work options.

Benefits

Performance bonuses

401(k) with company match

Health insurance starting DAY 1

Professional development programs

Qualifications

• 7+ years in customer experience or operations, preferably in healthcare.
• 5+ years in a leadership role.
• Deep understanding of CMS regulations and customer experience requirements.

Responsibilities

• Define and execute a vision for customer experience across all lines of business.
• Lead implementation of customer experience initiatives.
• Measure satisfaction and continuously optimize the customer journey.

Skills

Customer Experience methodologies

Project Management

Strategic Thinking

Leadership

Communication Skills

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Job description

Role Snapshot

The Director of Customer Experience (CX) is responsible for shaping, leading, and optimizing how customers interact across all touchpoints. This strategic leadership role will be responsible for developing and delivering the vision and roadmap for customer experience. Focus will be placed on operational execution, ensuring alignment across business functions, measuring outcomes, and continuous improvement. This role will define key processes, goals, and performance metrics in alignment with CMS requirements, with a focus on meeting CMS standards. Success in this role will be measured by level of service quality, accuracy, efficiency, and stakeholder satisfaction, while also ensuring compliance, fostering team collaboration, and consistently driving excellent customer experience.

Salary Range

$140,000 - $160,000

The base pay offered for this position may vary within the posted range based on your job-related knowledge, skills, and experience.

Work Location

We are open to remote work in the following approved states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin

In this role you will:

• Define and execute a comprehensive vision and strategy for a seamless customer experience across all lines of business, aligned with CMS and organizational goals.
• Lead the development and implementation of customer experience initiatives, ensuring strategic alignment and delivering measurable improvements in service quality, accuracy, and efficiency.
• Leverage customer data, feedback, and analytics to identify trends, measure satisfaction, and continuously optimize the customer journey.
• Define, monitor, and enhance customer-facing processes to ensure compliance with CMS standards and optimize service delivery.
• Map the end-to-end customer journey, partner with internal departments to share information, identify root causes of friction points, and implement solutions that enhance the customer experience.
• Establish, track, and report on performance metrics, customer satisfaction scores, and other KPIs to inform decisions, demonstrate compliance, and drive continuous improvement.
• Build, mentor, and foster a customer-first culture across the division, ensuring employees are engaged and aligned with CX goals.
• Lead and mentor the Customer Experience team, fostering collaboration, accountability, and continuous improvement. Support career development, performance feedback, and drive capacity planning and management.

How do I know this opportunity is right for me? If you:

• Understand how Customer Experience (CX), culture, and process are connected.
• Have a passion for creating meaningful and exceptional customer experiences.
• Have strong strategic mindset and project management skills
• Are a visionary leader who cultivates and inspires high-performing teams through insightful mentorship and engagement strategies.
• Communicate with confidence, clarity, and sound reasoning when discussing concerns, ideas, and suggestions with all levels of staff and management.

What will I gain from this role?

• Working in an environment that serves our nation's military, veterans, guard, reserves, and Medicare beneficiaries!
• Be a voice for our customers and promote a great customer experience.
• An opportunity to have a significant impact within a thriving organization.
• Working in a continuous performance feedback environment.

Minimum Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, or related field.
• 7 or more years of progressive experience in customer experience, operations, or compliance within healthcare, insurance, or government contracting with experience focused on handling Medicare provider inquiries and education of those customers.
• 5 or more years in a leadership role.
• 2 or more years of Home Health and Hospice experience with customer service and/or provider outreach and education.
• Deep comprehension of customer experience methodologies, customer journey mapping, and customer analytics.
• Strong understanding of CMS regulations and customer experience requirements.
• Demonstrated success in implementing enterprise or division wide customer experience strategies.
• Proven ability to lead cross-functional teams, manage complex projects, and deliver measurable improvements to meet short-term and long-term goals.
• Exceptional verbal and written communication skills, with the ability to influence and engage stakeholders at all levels.
• Excellent strategic thinking, analytical, and problem-solving abilities.
• Knowledge of call center workforce management technology tools, such as CRM and Portal.

Preferred Qualifications

• Master's degree in Business Administration, Healthcare Administration, or related field.

Remote Work Requirements

• Wired (ethernet cable) internet connection from your router to your computer
• High speed cable or fiber internet
• Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection (can be checked at https://speedtest.net)
• Please review Remote Worker FAQs for additional information

Benefits

• Remote and hybrid work options available
• Performance bonus and/or merit increase opportunities
• 401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% of your salary (100% vested immediately)
• Competitive paid time off
• Health insurance, dental insurance, and telehealth services start DAY 1
• Professional and Leadership Development Programs
• Review additional benefits: https://www.wpshealthsolutions.com/careers/fulltime_benefits.shtml

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.