Director, Enterprise Onboarding & Customer Experience

R1 RCM Holdco Inc.; Illinois; Hybrid; USD 122,000 - 179,000; Full time

Benefits offered by this job

Annual bonus plan

Job summary

R1 RCM Inc. is seeking a Director, Customer Experience & Implementation to lead the onboarding and customer experience strategy for Enterprise accounts, partnering with Deployment, Operations, Marketing and Shared Services to deliver a seamless experience from contract signature through stabilization.

This role builds a high-touch onboarding model, drives executive engagement, defines standards and governance, and scales the Customer Experience function to support retention, advocacy and

Qualifications

• Healthcare Revenue Cycle Management experience.
• Bachelor’s degree or an equivalent combination of education and experience.
• 10+ years of experience in customer onboarding, implementation, customer success, healthcare operations, consulting, or a related field.
• 10+ years of leadership experience managing teams and cross-functional initiatives.
• Proven success leading customer transitions, large-scale operational programs, or account management teams.
• Strong executive presence, communication, relationship management, and problem-solving skills.
• Ability to influence across a matrixed organization and manage multiple priorities simultaneously.
• Experience building customer experience, onboarding, or service delivery programs preferred.
• Experience partnering with customer executives and senior operational leaders preferred.
• Change management, Lean, Six Sigma, or project management certification preferred.

Responsibilities

• Own enterprise onboarding and customer experience strategy across Enterprise accounts.
• Serve as a senior point of contact for customer executives during onboarding and implementation.
• Define and govern onboarding methodology, engagement standards, communication frameworks, and executive governance models.
• Facilitate customer readiness reviews and post-implementation assessments.
• Lead executive-level intervention strategies for high-risk customer relationships.
• Own onboarding and engagement outcomes including NPS and adoption metrics.
• Establish enterprise-wide white-glove customer experience standards and governance.
• Partner on experience reviews and strategic business reviews with executive stakeholders.
• Lead enterprise customer experience improvement initiatives across cross-functional teams.
• Develop strategies that improve retention and long-term partnership growth.

Skills

Healthcare Revenue Cycle Management

Executive presence

Communication

Relationship management

Problem-solving

Change management

Lean

Six Sigma

Project management

Education

Bachelor’s degree or equivalent

Job description

R1 RCM Inc. is seeking a Director, Customer Experience & Implementation to lead the onboarding and customer experience strategy for Enterprise accounts, partnering with Deployment, Operations, Marketing and Shared Services to deliver a seamless experience from contract signature through stabilization.

This role builds a high-touch onboarding model, drives executive engagement, defines standards and governance, and scales the Customer Experience function to support retention, advocacy and