Enterprise Onboarding & Experience Leader

r1rcm; United States; On-site; USD 122,000 - 179,000; Full time

Job summary

R1RCMInc., a leading provider of revenue cycle solutions for hospitals and health systems, seeks a Director of Customer Experience & Implementation to lead onboarding strategy across Enterprise accounts. You will partner with Deployment, Operations, Marketing, and Shared Services to deliver a seamless, high-touch experience from contract through stabilization.

The role requires 10+ years in onboarding, customer success, or healthcare ops, with strong executive presence and proven leadership.

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.
• Change management, Lean, Six Sigma, or project management certification preferred.

Responsibilities

• Own the enterprise customer onboarding and customer experience strategy across all Enterprise customers, establishing standards, governance, and operating models from contract signature through lifecycle maturity.
• Serve as a senior point of contact for customer executives and key stakeholders during onboarding and implementation activities.
• Define and govern enterprise onboarding methodology, customer engagement standards, communication frameworks, and executive governance models across customer implementations.
• Facilitate customer readiness reviews and post-implementation assessments.
• Lead executive-level intervention strategies for high-risk customer relationships, driving enterprise alignment and sustainable resolution of systemic customer experience issues.
• Own onboarding and engagement outcomes, including NPS, KLAS impact, customer adoption, executive engagement, and implementation experience indicators.
• Establish enterprise-wide white-glove customer experience standards and governance across Enterprise and R37/Phare customer relationships.
• Partner with the VP and Customer Optimization & Satisfaction team on experience reviews and strategic business reviews with R1 executive stakeholders, including internal sentiment analysis for Customer Engagement teams.
• Partner with Marketing to create customer-facing materials, executive communications, and engagement campaigns.
• Lead enterprise customer experience improvement initiatives, directing cross-functional priorities and influencing operational, technology, and service investments.
• Develop strategies that improve retention, executive engagement, customer advocacy and long-term partnership growth across R1 strategic accounts.
• Build andscale the Customer Experience function, including future leadershipand organizational design responsibilities.
• Perform additional duties and responsibilities as assigned.

Skills

Healthcare RCM

Executive communication

Leadership

Customer onboarding

Program management

Education

Bachelor's or equivalent

Job description

R1RCMInc., a leading provider of revenue cycle solutions for hospitals and health systems, seeks a Director of Customer Experience & Implementation to lead onboarding strategy across Enterprise accounts. You will partner with Deployment, Operations, Marketing, and Shared Services to deliver a seamless, high-touch experience from contract through stabilization.

The role requires 10+ years in onboarding, customer success, or healthcare ops, with strong executive presence and proven leadership.