Client Experience Operations Manager

If you're energised by the idea of reshaping the healthcare journey for both providers and patients, this opportunity may be your next step.

We’re looking for a Client Experience Operations Manager to help shape and optimise the end-to-end client journey for our values-driven healthtech client. This role will focus on driving service delivery, client onboarding, and continuous improvement across key operational touchpoints.

Key Responsibilities

1. Lead Client Onboarding and Client Service Teams
2. Client Journey Mapping & Process Documentation
3. Streamline & Optimise Client Operations
4. Technology & Systems Alignment
5. Develop & Implement SOPs
6. Monitor & Manage Key CX Metrics
7. Drive Client Retention & Satisfaction
8. Client Issue Resolution & Backlog Management
9. Client Feedback & Improvement Loops
10. Cross-functional Collaboration
11. Team Leadership

Qualifications & Experience

1. National Senior Certificate (Matric) is essential
2. Tertiary qualification in Business Administration, Commerce, Finance, IT, or related field (advantageous)
3. 5+ years experience in designing and implementing CX process improvements
4. 3+ years experience in CX/client service within healthcare and/or information technology sectors
5. 3+ years of demonstrated success in leading and delivering projects
6. 3+ years leading managers of teams

Technical Competence

1. Proficiency in CRM platforms (e.g. Salesforce), customer feedback tools, analytics software
2. Strong understanding of CX metrics (e.g. NPS, CSAT) and journey mapping
3. Skilled in developing and implementing standard operating procedures
4. Ability to set targets, monitor performance, and report effectively
5. Strong prioritisation and communication skills
6. Technically adept and digitally fluent
7. Experience with AI-driven tools for automating processes, enhancing insights, and personalising client experiences, including chatbots, sentiment analysis, and predictive analytics.

Behavioural Competence

1. Demonstrates purpose-driven leadership rooted in company values, combining structured execution, collaborative decision-making, and client-centred problem-solving with empathy, resilience, and a growth mindset in dynamic environments.

(This job advert is a summary of the job description provided by the client for clarity and brevity. Further details can be shared upon shortlisting).

The proposed salary for the role is around R1,1m per annum, but the option remains with the client to offer any market related salary considering the candidate's qualifications, skills, and experience.

Please apply online in the link provided. We do not consider CVs via Whatsapp or email.

Desired Skills:

1. cx
2. information technology
3. healthcare
4. customer experience
5. operations management
6. client service
7. crm