Senior Director, Customer Operations - East Region
Senior Director, Customer Operations - East Region
Quest Diagnostics
Clifton, NJ
See who Quest Diagnostics has hired for this role
- Define the overall vision and strategy for customer operations and develop short-term and long-term plans for implementing that vision.
- Collaborate with Commercial, Operations (patient services, logistics, lab operations, and billing), IT, and other functions to ensure a seamless and delightful experience for customers throughout their lifecycle with Quest.
- Work directly with each of the core leaders to define new standard process architecture / work flow that leads to step-function improvements in quality, cost, and customer satisfaction
- Implement/Maintain strong operational processes and metrics to manage any day-to-day issues or escalations.
- Develop and champion the end-to-end process and associated metrics for customer engagement to drive significant improvement in speed (quoting, winning, and onboarding), and the quality (onboarding/integration, and ongoing relationship) to drive growth and improvement in margins.
- Use of data and analytics techniques to proactively identify at-risk customers, and a robust cross-functional mechanism to address those concerns.
- Lead and act as an ambassador for transformation, cost excellence and process excellence.
- Lead and mentor a diverse team of customer focused agents to achieve performance goals and provide exceptional customer service.
- Ensure strict adherence to industry regulations, company policies, and quality standards to maintain a high level of compliance within the customer operations environment.
- Embrace and implement AI-driven solutions to enhance customer interactions, optimize sales processes, and improve the efficiency of customer operations.
- Key member of M&A team to ensure smooth transition of acquisitions.
- Leading manager of people, project managers, and exempt/non-exempt staff (Direct 5-7/Indirect 60-80)
- Up to 25% domestic travel
- 10+ Years of professional experience and senior level leadership in a service environment.
- 5 years of healthcare and laboratory related experience
- Bachelor’s degree in clinical laboratory, business or related experience is required; Master’s degree in business is preferred
- Experience delivering customer service excellence and achieving productivity/accuracy/quality standards.
- Trained in Continuous Improvement; Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital.
- Have a global understanding of departmental functions: Logistics and Patient Service Centers/Problem Resolution, Client Services, Technical Support, IT Connectivity Systems, Billing Compliance, and Regulatory Compliance
- Advanced level of Quest systems, programs, services, and products; Change Management and project management skills; Digital, Salesforce, A.I., automation
- Demonstrated success in fostering a positive and productive work environment, with ability to lead, build and motivate teams. Broad understanding of the laboratory business and its service requirements.
- Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely. Proven problem solving and analytical skills.
- Proven ability to positively influence staff to drive results in achieving goals and objectives. Proven ability to manage and resolve conflict.
- Adaptable and flexible with the ability to accept, create and manage change.
- Develop, engage, and lead leaders.
- Ability to effectively interact with strategic customers and executive level leaders
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Seniority level
Executive -
Employment type
Full-time -
Job function
Customer Service, Management, and Strategy/Planning -
Industries
Hospitals and Health Care, Medical Equipment Manufacturing, and Pharmaceutical Manufacturing
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