Manager Customer Experience Operations

Job TitleJob Description Required Education: High School Diploma or equivalent with experience managing employees. Preferred Education: Some college coursework or Bachelor's degree. Certification: LA Fire Card certification is required. Required Experience, Knowledge & Skills: Minimum 4 years of relevant leadership or operations experience. Experience managing employees in a customer service or patient-facing environment. Experience working in healthcare operations or service excellence initiatives. Experience analyzing operational data and identifying performance trends. Experience presenting findings and recommendations to leadership and cross-functional teams. Technical Skills: Proficient with Microsoft Office Suite. Advanced Microsoft Excel skills, including Pivot Tables, large data analysis, and reporting. Strong Microsoft PowerPoint skills for executive-level presentations. Proficient in Microsoft Word for professional documentation. Comfortable working across multiple computer systems and digital applications. Soft Skills: Exceptional customer service and patient service mindset. Strong leadership, coaching, and employee development skills. Excellent verbal and written communication skills. Strong analytical and critical thinking abilities. Ability to translate complex data into meaningful business insights. Excellent presentation and storytelling skills. Strong organizational and time management skills. Ability to work independently and collaboratively with cross-functional teams. Demonstrated problem-solving and decision-making skills. Preferred Experience, Knowledge & Skills: Bachelor's degree preferred. Experience supporting multiple healthcare facilities or locations. Experience driving operational improvement initiatives. Experience presenting to executive leadership. Industry Knowledge: Knowledge of healthcare operations and patient access environments. Familiarity with service excellence and patient experience best practices. Responsibilities: Provide operational support across multiple client medical center locations. Model and promote exceptional customer service and patient-centered care. Coach and mentor staff to achieve service excellence standards. Analyze large operational datasets to identify trends, gaps, and opportunities for improvement. Develop actionable recommendations based on data analysis. Present operational findings and recommendations to leadership, frontline staff, and cross-functional partners. Create executive-ready reports, dashboards, and presentations using Excel and PowerPoint. Prepare professional documents and communications using Microsoft Word. Support operational initiatives and process improvement efforts. Travel approximately 60% between the West Los Angeles Medical Center, Panorama City, and Woodland Hills locations as business needs require. Work onsite Monday through Friday during regular business hours (8:00 AM – 5:00 PM).