Job Summary: The Manager, Client Engagement is responsible for developing and leading a best-in-class customer experience and quality assurance program that drives operational excellence and exceptional client satisfaction across all customer interactions. This strategic leader will establish quality standards, implement innovative customer service technologies, leverage analytics to improve performance, and foster a culture of continuous improvement. The role partners closely with Operations, IT, Laboratory Operations, Sales, and Executive Leadership to ensure every client interaction reflects the Access Medical Laboratories standard of excellence. Job Responsibilities: Customer Experience Leadership - Develop and execute the organization's Customer Experience and Quality Engagement strategy.
- Establish measurable quality standards and service excellence initiatives.
- Create a consistent customer experience across all communication channels.
- Develop and manage Voice of Customer (VoC) programs to identify opportunities for improvement.
Quality Assurance & Continuous Improvement - Design, implement, and continuously improve quality assurance programs and evaluation processes.
- Monitor customer interactions and identify trends impacting quality and satisfaction.
- Lead continuous improvement initiatives utilizing Lean, Six Sigma, or similar methodologies.
- Analyze quality metrics and develop action plans that improve service delivery and operational performance.
Technology & Innovation - Evaluate, recommend, and implement customer service technologies, including QA platforms, AI-powered quality monitoring, speech analytics, workforce optimization, and customer feedback solutions.
- Partner with IT to optimize CRM systems and reporting capabilities.
- Leverage automation and analytics to improve efficiency and customer outcomes.
Leadership & Development - Lead and mentor client-facing departments and customer service leadership.
- Develop coaching programs that improve individual and team performance.
- Identify training needs and collaborate with leadership to deliver targeted training initiatives.
- Foster a culture of accountability, engagement, and continuous learning.
Analytics & Reporting - Develop executive dashboards and KPI reporting.
- Monitor and report on key performance indicators, including:
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- First Contact Resolution (FCR)
- Average Handle Time (AHT)
- Quality Scores
- Customer Effort Score (CES)
- Present performance trends and recommendations to executive leadership.
Customer Advocacy - Investigate escalated customer concerns and identify root causes.
- Develop corrective action plans to prevent recurring issues.
- Partner with cross-functional teams to improve customer processes and experiences.
Qualifications & Skills: Required - Bachelor's degree preferred; equivalent experience considered.
- 7-10 years of progressive leadership experience in Customer Service, Customer Experience, Contact Center Operations, or Quality Assurance.
- Minimum of 3 years leading Quality Assurance or Customer Experience programs.
- Proven success implementing customer service technologies and quality management systems.
- Experience developing KPIs, dashboards, and executive reporting.
- Strong analytical and problem-solving skills.
- Excellent communication, presentation, and leadership abilities.
- Experience managing change and leading continuous improvement initiatives.
Preferred - Healthcare, laboratory, diagnostics, or other regulated industry experience.
- Experience with CRM platforms such as Salesforce, Zendesk, or HubSpot.
- Experience with QA platforms, speech analytics, AI quality monitoring, workforce management, and business intelligence tools such as Power BI or Tableau.
- Lean Six Sigma Green Belt or Black Belt certification.
- Project Management certification (PMP) or equivalent.
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