End-to-End Customer Experience Lead

Romtech; Clearwater (FL); Sur place; USD 110 000 - 170 000; Plein temps

Avantages offerts par ce poste

Equal opportunity employer

Reasonable accommodations for disabilities

Résumé du poste

A leading healthcare company is seeking a Customer Experience Quality Manager to own the end-to-end experience quality. This role focuses on ensuring high-quality customer interactions through structured root cause analysis, monitoring clinical delivery, and managing feedback systems. The successful candidate will have 5+ years of experience in Quality or Operations, strong analytical skills, and a commitment to enhancing customer satisfaction. This is an opportunity to drive process improvements and work cross-functionally to ensure a customer-first approach.

Qualifications

• 5+ years of experience in Quality, Operations, or Customer Experience.
• Proven track record in root cause analysis and process improvements.
• Strong analytical skills to interpret qualitative and quantitative data.

Responsabilités

• Own the end-to-end customer journey focusing on quality.
• Conduct root cause analysis for complaints and failures.
• Ensure top-notch clinical delivery and experience quality.
• Manage Voice of Customer feedback systems.
• Define and track quality metrics related to customer experience.
• Champion continuous improvement across the organization.

Connaissances

Analytical skills

Communication skills

Customer-focused mindset

Cross-functional collaboration

Root cause analysis

Description du poste

A leading healthcare company is seeking a Customer Experience Quality Manager to own the end-to-end experience quality. This role focuses on ensuring high-quality customer interactions through structured root cause analysis, monitoring clinical delivery, and managing feedback systems. The successful candidate will have 5+ years of experience in Quality or Operations, strong analytical skills, and a commitment to enhancing customer satisfaction. This is an opportunity to drive process improvements and work cross-functionally to ensure a customer-first approach.