Director, Oncology Customer Experience Operations

Hologic, Inc.; San Diego, Northern (CA, KY); Hybrid; USD 151,000 - 269,000; Full time

Job summary

Hologic, Inc. seeks a Director of Customer Experience to elevate satisfaction across Client Services, Patient Services, and Customer Success.

This on-site role in San Diego leads a cross-functional team, shaping strategy and ensuring exceptional physician and patient interactions. You will drive process improvements, mentor leaders, and implement AI-driven enhancements to deliver seamless experiences while aligning CX goals with revenue and cost efficiency.

Qualifications

• Bachelor’s degree required.
• At least 5 years in medical customer service leadership and 10 years in the trenches of medical customer service.
• Strong understanding of HIPAA, PHI, and related processes (pre-authorizations, insurance claims, appeals).
• Experience with CRM systems (preferably Salesforce) and LIS; ability to wrangle large data sets into insights.
• Proven track record building and leading teams, creating processes, and driving technology enhancements.

Responsibilities

• Advocate for stellar service standards across Client Services, Patient Services, and Clinical Review.
• Collaborate with Sales, Marketing, IT, Billing, Lab Operations to create seamless experiences for physicians and patients.
• Set vision, strategy, and long-term objectives for the teams and ensure attainment.
• Mentor and elevate team members to foster growth and peak performance.
• Design workflows and SOPs to ensure fast, effective responses and exceed expectations.
• Track KPIs such as TAT, cancellations, turnover, attendance, and throughput to drive improvement.
• Lead creation and maintenance of Customer Experience SOPs and enable team readiness.
• Bring innovative approaches, including AI, to optimize external interactions and service offerings.
• Align customer experience strategies with business goals to drive revenue and cost efficiency.

Skills

Team leadership

Customer service

Data analysis

CRM (Salesforce)

HIPAA/PHI knowledge

Quality improvement

Oncology experience

Education

Bachelor’s degree

Tools

Salesforce

LIS

Job description

Are you a highly engaged and motivated leader who will elevate customer satisfaction, transforming everyday interactions into extraordinary customer experiences?

We're looking for a driven and results oriented Director of Customer Experience to lead our dynamic teams, including Client Services, Patient Services, and Customer Success. You'll be the champion of both our healthcare professional and patient interfaces, reflecting their voices back to the leadership team to sharpen our strategies and services.

This is a fully onsite role in San Diego, CA.

What You'll Do:

• Advocate relentlessly for stellar service standards for Client Services, Patient Services, and Clinical Review.
• Dive into collaborations with Sales, Marketing, IT, Billing, Lab Operations, and more, to stitch seamless experiences that resonate with both physicians and patients.
• Set vision, strategic direction, expectations, annual and long-term objectives for the Client Services, Patient Services, and Clinical Review Teams.
• Inspire, mentor, and elevate your team members, fostering an environment of growth, collaboration, and peak performance.
• Design and refine workflows to ensure quick, effective responses that not only meet but exceed customer and internal expectations.
• Establish and track Key Performance Indicators (KPIs) such as Turn Around Time(TAT) at every step in customer and patient processes, cancellations, turnover, attendance and department throughput to gauge team success and drive continuous improvement.
• Oversee the creation and maintenance of all Customer Experience SOPs and ensure your team is equipped, informed, and ready to excel.
• Bring innovation, including AI, to the customer experience team to optimize external customer and patient interactions to upgrade our service offering.
• Serve as the pivotal business lead, aligning customer experience strategies with business goals for revenue improvement and cost efficiency.

Must-Have Skills:

• A Bachelor’s degree in a relevant field.
• At least 5 years in medical customer service leadership and 10 years in the trenches of medical customer service.
• A deep understanding of HIPAA, PHI, and the nuts and bolts of medical customer interactions like pre-authorizations, insurance claims, and appeals.
• Superuser abilities with CRM (preferably Salesforce) and LIS, coupled with a knack for wrangling large data sets into actionable insights.
• A track record of building and leading teams, crafting processes, and implementing technology enhancements.
• A high-speed, agile approach to a fast-paced, deadline-driven work environment—flexibility, resourcefulness, and efficiency are your strengths.
• Oncology experience, especially in CLIA or CAP-accredited laboratory setting is a big plus

Why You'll Love It Here:

• You’ll be at the heart of a team that values bold ideas and is passionate about making a real difference in people’s lives.
• We foster a culture of low attrition and high satisfaction, making sure our team not only sticks around but thrives.
• Opportunity to work in a forward-thinking environment that blends professional rigor with a lively, collaborative spirit.

Think you’re up for the challenge? Join us in shaping a customer experience that’s as delightful as it is effective. Your mission, should you choose to accept it, is not just to lead, but to inspire, innovate, and drive change for the better. Let's make something great together!

The annualized base salary range for this role is $151,200 to $268,800 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs, and market demand.

Why Hologic?

We are committed to making Hologic the company where top talent comes to grow. For you to succeed, we want to enable you with the tools and knowledge required and so we provide comprehensive training when you join as well as continued development and training throughout your career.

#LI-RF1 #Director-level

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.