Essential Skills and Competencies
- Strategic Leadership: Proven ability to set and drive customer service strategy at an enterprise level, aligning with organizational goals.
- Customer Experience Management: Deep understanding of patient-centered care and service excellence frameworks such as Planetree, Beryl Institute, Press Ganey, or similar.
- Operational Excellence: Demonstrated experience in managing large-scale customer service operations, including call centers and in-person services, across multiple locations.
- Change Management: Skilled in leading transformation initiatives, process re-engineering, and digital adoption to enhance customer engagement.
- Data-Driven Decision-Making: Proficient in using analytics, KPIs, and customer feedback to drive service improvements.
- Technology Enablement: Experience in implementing CRM systems, omnichannel communication platforms, or AI-powered service tools.
- Policy & Compliance Oversight: Familiarity with regulatory standards, patient rights, and service quality benchmarks in healthcare.
Experience
- Minimum 1215 years of progressive leadership experience in customer service, preferably within healthcare, government, or service-intensive sectors.
- At least 5 years in a senior leadership role (Director or above) with multi-site service delivery responsibility within healthcare, government, or service-intensive sectors
- Experience working within decentralized or complex organizational structures, such as large healthcare networks, public sector institutions, or multinational companies
Education
Education Any Bachelor's plus Master's degree
