Associate Manager, Customer Experience

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.Job Description Summary:Responsibilities And Duties:Lead daily operations of the customer experience department to ensure consistent, high‑quality service delivery.Manages the adherence of standard work and operational compliance applicable to roles and responsibilities within the department.Sets daily priorities to ensure service coverage and task completion.Problem solving guided by policies and procedures; escalates complex issues, when appropriate.Oversee frontline customer experience operations and shift coverageCollaborate 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 complaintsCoordinate rounding and visitor management activitiesAssists with the implementation of strategies into actionable plans that address operational challenges and emerging customer needs.Assists to drive improvement in key performance indicators (KPIs) including experience scores, service recovery, and employee engagement.Uses customer analytics to identify performance trends, recommending improvement plans and implementing changes.May manage departmental budgets, staffing models, and operational resources.Coach associates on service excellence behaviors and hospitality standardsCoach and develop team members, promoting a positive, customer‑centric culture.Mercer Skills & Proficiency TiersService 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 – AppliedPerformance Management – AdvancedCustomer Analytics – AppliedFinancial Acumen – AppliedMeasurable IndicatorsAchievement of annual customer experience KPIs.Improvement in service recovery cycle time.Employee engagement & retention.Budget accuracy and operational cost efficiency.Achievement of annual experience KPIsEmployee engagement and retention metricsService recovery turnaround timeBudget adherence and financial performanceAs a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.Minimum Qualifications:Bachelor's DegreeAdditional Job Description:SPECIALIZED KNOWLEDGEStrong 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.Work Shift:DayScheduled Weekly Hours :40DepartmentCustomer Experience OfficeJoin us!... if your passion is to work in a caring environment... if you believe that learning is a life-long process... if you strive for excellence and want to be among the best in the healthcare industryEqual Employment OpportunityOhioHealth 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 Berger Health System