Associate Manager, Customer Experience

Job Description Summary We are a health system that believes wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. The Customer Experience Manager leads daily operations of the customer experience department to ensure consistent, high‑quality service delivery, manages adherence to standard work, sets daily priorities, problem‑solves guided by policies and procedures, oversees frontline operations, collaborates with cross‑functional partners, monitors service metrics, supports service recovery, coordinates rounding and visitor management, implements strategies, drives KPI improvement, uses customer analytics, manages budgets and staffing resources, coaches associates, promotes a customer‑centric culture, and upholds our mission to inspire hope and help people uncover their own power to be healthy. Responsibilities and Duties Lead daily operations of the customer experience department to ensure consistent, high‑quality service delivery. Manage adherence to standard work and operational compliance applicable to roles and responsibilities within the department. Set daily priorities to ensure service coverage and task completion. Problem‑solve guided by policies and procedures; escalating complex issues when appropriate. Oversee frontline customer experience operations and shift coverage. Collaborate with cross‑functional partners to address service barriers and support organizational initiatives. Monitor daily service metrics and patient feedback, maximizing the use of customer service tools and programs for enhanced patient experience. Support service recovery and resolve routine complaints. Coordinate rounding and visitor management activities. Assist with the implementation of strategies into actionable plans that address operational challenges and emerging customer needs. Assist in driving improvement in key performance indicators (KPIs) including experience scores, service recovery, and employee engagement. Use customer analytics to identify performance trends, recommend improvement plans, and implement changes. May manage departmental budgets, staffing models, and operational resources. Coach associates on service excellence behaviors and hospitality standards. Coach and develop team members, promoting a positive, customer‑centric culture. Mercer Skills & Proficiency Tiers Service Orientation: Foundational – Consistently models service standards; resolves routine issues. Operational Execution: Foundational – Executes daily workflows and staffing plans. Team Supervision: Applied – Provides coaching and performance feedback. Conflict Resolution: Applied – Manages routine service concerns independently. Strategic Thinking – Applied Performance Management – Advanced Customer Analytics – Applied Financial Acumen – Applied Measurable Indicators Achievement of annual customer experience KPIs. Improvement in service recovery cycle time. Employee engagement & retention. Budget accuracy and operational cost efficiency. Service recovery turnaround time. Budget adherence and financial performance. Minimum Qualifications Bachelor's Degree Education Preferred bachelor’s degree in Business, Healthcare Administration, Communications, Hospitality, or a related field required. Experience 3+ years of experience in customer experience, hospitality, operations, or related service leadership roles. Experience managing teams in a customer‑facing environment. Demonstrated success using analytics to inform operational decisions. Specialized Knowledge Strong operational problem‑solving and prioritization skills. Ability to interpret and communicate data insights. Excellent communication and interpersonal skills. Ability to coach frontline staff and build high‑performing teams. Working knowledge of budgeting and staffing processes. Information Security Maintains confidentiality of log‑on password(s) and security of other authentication devices (e.g., key fobs, proximity devices, etc.). Ensures privacy and security of information entrusted to their care. Uses company business assets and information resources for management‑approved purposes only. Adheres to all information privacy and security policies, procedures, standards, and guidelines. Promptly reports information security incidents to the OhioHealth Information Security Officer. Work Shift Day Scheduled Weekly Hours 40 Department Customer Experience Office Equal Employment Opportunity OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate‑employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment. #J-18808-Ljbffr OhioHealth