Customer Engagement Manager

Responsibilities/Job Description:

The Customer Engagement Manager provides strategic leadership for customer engagement programs and initiatives that elevate patient, family, employee, and community voice across the organization. This role partners with operational and system leaders to define business needs, design effective feedback strategies, facilitate inclusive engagement, and translate insights into actionable recommendations that improve customer experience, access, equity, and operational performance.

Responsibilities

• Leads Customer Engagement programs that advance a human-centered culture and integrate patient, family, employee, and community perspectives into operational and strategic decisions.
• Consults with operational leaders to define business needs, clarify learning objectives, and recommend appropriate customer feedback methods, including advisory councils, focus groups, listening sessions, interviews, surveys, user testing, patient panels, and workgroup participation.
• Leads the planning, coordination, and facilitation of customer feedback activities, ensuring engagement is inclusive, structured, and aligned to actionable improvement opportunities.
• Facilitates feedback opportunities with non-English-speaking patients and families in partnership with interpreter services and operational teams to support accessible and culturally responsive engagement.
• Develops and maintains Customer Engagement programs that prioritize operational and transformation requests, align feedback approaches to business needs, and support improvement across departments, service lines, and system initiatives.
• Manages surveys, databases, reporting tools, and outcome tracking to support strategy, evaluate engagement effectiveness, and inform complex multi-department and system-level initiatives.
• Analyzes feedback reports, survey results, listening-session themes, and engagement outcomes to identify trends, barriers, opportunities, and shared learnings.
• Provides consultation to leaders and teams on findings, recommended actions, and opportunities to apply customer voice to practices, projects, policies, and service improvements.
• Supports leaders, providers, and departments in implementing standard processes to incorporate customer voice into decision-making and continuous improvement.
• Supports recruitment, onboarding, recognition, and ongoing engagement of Patient Family Advisors while maintaining privacy, HIPAA, compliance, regulatory, and database standards.
• Monitors voice and insight tracking to ensure feedback is analyzed, catalogued, shared, and leveraged across the organization; escalates barriers, gaps, and resource needs as appropriate.
• Partners with multidisciplinary teams to improve patient experience, satisfaction, access, equity, and operational performance.
• Supports Customer Experience priorities through leader training, program support, facilitation, documentation, and other strategic or ad hoc initiatives as assigned.

Required Qualifications

• Bachelor’s degree in business or healthcare related field or equivalent combination of experience and education.
• 7+ years’ experience managing and supporting operational excellence and/or customer engagement strategies including department-level, multiple departments, site and/or service line (system) work.
• Outstanding communication and presentation skills.
• Proven ability to develop resources and tools to drive efficiency.
• Experience supporting highly complex projects in partnership with staff, supervisors, managers, directors, system directors, Vice Presidents, Senior Executives and C-Suite Executives.
• Proven ability to manage effectively in a complex business environment.
• Efficiency in building and managing online databases, surveys and creating analysis reports to support complex multiple department strategic projects.
• Proficient with regulatory and safety guidelines for volunteer programming in healthcare and adherence to process and compliance reporting.

Preferred Qualifications

• Healthcare compliance and regulatory experience.
• Volgistics Database, SharePoint, HealthCare, Management in LEAN setting
• Experience with developing automation, bots, tools, and resources to drive efficiency.
• Project Management, Lean, or related certification

 

Qualifications: $85,737.60- $121,035.20 Annual