FAQs
What is the primary responsibility of the Manager, Customer Experience?
The primary responsibility is to inspire, engage, enable, and hold every member of the team accountable for the customer experience at their facility, as well as to measure and improve customer satisfaction.
What qualifications are required for this position?
A Bachelor's degree in a related field is required, along with two years of customer service experience and three years of management or project management experience.
Is there a specific certification required for this position?
No specific licensure or certification is required for this position.
What skills are needed for the Manager, Customer Experience role?
Essential skills include excellent interpersonal abilities, knowledge of statistics and reporting methods, and proficiency in Microsoft Office programs (Word, Excel, Outlook, PowerPoint).
What is the work environment like for this position?
The work environment is collaborative, as the Manager will work with the local Administration Team and clinical, nonclinical, and physician leadership to create exceptional experiences for all customers.
Does this role involve direct interaction with customers?
Yes, the Manager will lead service recovery efforts by intervening at the customer level and supporting service recovery education and training to meet service goals.
How does this position support the overall organizational goals?
This position develops customer experience action plans and communicates customer experience trends to leadership, ensuring alignment with the organization’s customer experience standards.
What are some key performance indicators for the Manager, Customer Experience?
Key performance indicators include measuring customer experience outcomes and developing metrics for customer satisfaction analysis.
Are there opportunities for professional development in this role?
Yes, the Manager is encouraged to enhance professional growth by participating in educational programs, current literature, and workshops.
What type of projects does the Manager, Customer Experience handle?
The Manager plans and executes projects and events that inspire a culture of service and hospitality at the site.