Client Experience Operations Manager

Pillangó Placements; Johannesburg; On-site; ZAR 1 100 000; Full time

Job summary

An innovative healthtech company is seeking a Client Experience Operations Manager to reshape the healthcare journey for providers and patients. This pivotal role focuses on enhancing client onboarding, optimizing operations, and driving service delivery. You will lead teams, implement process improvements, and align technology systems to ensure client satisfaction. With a strong emphasis on empathy and collaboration, this position offers a chance to make a meaningful impact in a dynamic environment. If you're passionate about enhancing client experiences and have a proven track record in CX, this opportunity is perfect for you.

Qualifications

• 5+ years in designing and implementing CX process improvements.
• 3+ years in CX/client service within healthcare or IT sectors.

Responsibilities

• Lead Client Onboarding and Client Service Teams.
• Streamline & Optimise Client Operations.
• Drive Client Retention & Satisfaction.

Skills

CX

Information Technology

Healthcare

Customer Experience

Operations Management

Client Service

CRM

Education

National Senior Certificate (Matric)

Tertiary qualification in Business Administration, Commerce, Finance, IT

Tools

Salesforce

Customer Feedback Tools

Analytics Software

Job description

Job Opportunity: Client Experience Operations Manager

If you're energized 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 & Continuous Improvement Loops
10. Cross-functional Collaboration
11. Team Leadership

Qualifications & Experience

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

Technical Competence

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

Behavioural Competence

• Demonstrates purpose-driven leadership rooted in company values
• Combines structured execution, collaborative decision-making, and client-centred problem-solving
• Exhibits empathy, resilience, and a growth mindset in dynamic environments

This job advert summarizes the client-provided job description for clarity and brevity. Further details can be shared upon shortlisting. The proposed salary is around R1.1 million per annum, with the possibility of a market-related offer based on qualifications, skills, and experience.

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

Desired Skills: CX, information technology, healthcare, customer experience, operations management, client service, CRM

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