Strategic Senior Manager, Customer Solutions (Remote)

QUEST DIAGNOSTICS INC; Lenexa (KS); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Travel up to 25%

Job summary

Quest Diagnostics Inc. seeks a Senior Manager, Customer Solutions to lead strategic initiatives that drive revenue growth and margin improvement across cross-functional teams.

This role emphasizes strategy execution, problem solving, and data-driven decision making to deliver world-class customer service. The position is largely remote within the United States, with assignments near major Quest hubs preferred.

Qualifications

• 6+ years of professional experience in customer service environments with KPI management.
• 3+ years of direct people management and team leadership experience.
• 3+ years of direct, executive-level customer-facing experience.
• 3+ years leading operational excellence, change management, or digitization initiatives.
• Global understanding of clinical laboratory business models and service delivery.
• Program/project management experience; PMP knowledge preferred.
• Ability to translate dashboard insights into actionable direction.

Responsibilities

• Strategically lead onboarding and ensure alignment with financial guardrails to maximize customer satisfaction and margins.
• Establish KPIs and architecture for strategy execution on large deals.
• Oversee onboarding, problem resolution, retention, and customer advocacy for process improvements.
• Guide large, complex client integrations with digital transformation and operational excellence.
• Collaborate across Commercial, Billing, IT, and Laboratory Operations to ensure seamless customer experiences.
• Develop and apply Lean Six Sigma strategies to address chronic problems.

Skills

People management

Strategic planning

Change management

PMP

Lean Six Sigma

Data analytics

Power BI/Tableau

Cross-functional collaboration

Education

Bachelor's degree

PMP certification

Tools

Power BI

Tableau

Job description

Quest Diagnostics Inc. seeks a Senior Manager, Customer Solutions to lead strategic initiatives that drive revenue growth and margin improvement across cross-functional teams.

This role emphasizes strategy execution, problem solving, and data-driven decision making to deliver world-class customer service. The position is largely remote within the United States, with assignments near major Quest hubs preferred.