Order-to-Result CX Leader - Remote

Baylor Genetics; United States; À distance; USD 110 000 - 140 000; Plein temps

Résumé du poste

Baylor Genetics seeks a Manager, Customer Experience, Order to Result to own the strategy, roadmap and improvement portfolio for the patient and provider journey from a complete order through result finalization.

The role partners across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing to align priorities and drive measurable customer outcomes.

Qualifications

• Eight or more years of experience in customer experience, service design, product management or related fields.
• Ability to influence senior leaders and drive decisions without direct authority.
• Experience translating customer needs into business requirements, user stories and implementation actions.

Responsabilités

• Own the Order to Result value-stream strategy, roadmap and improvement portfolio from completed orders to final results.
• Partner with Journey Directors to align roadmaps with end-to-end strategies and outcomes.
• Prioritize initiatives across post-order activities based on customer need, operational performance and business impact.
• Lead cross-functional alignment and represent the value stream in planning and governance discussions.
• Monitor performance and adjust the roadmap to protect delivery and customer outcomes.

Connaissances

CX strategy

Stakeholder influence

Roadmap management

Requirements gathering

Formation

Bachelor's degree or equivalent

Description du poste

Baylor Genetics seeks a Manager, Customer Experience, Order to Result to own the strategy, roadmap and improvement portfolio for the patient and provider journey from a complete order through result finalization.

The role partners across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing to align priorities and drive measurable customer outcomes.