Experience Manager - OpEx & Guest Experience (Health Services)

Experience Manager

The Experience Manager improves the guest and member experiences across assigned departments by analyzing feedback, identifying opportunities, and driving service improvements in partnership with department leadership. This role creates and promotes a shared vision of experience while consistently representing perspectives.

Primary Tasks:

1. Clearly communicate the service vision and influence leaders and associates across all levels to support a culture rooted in the Choctaw guest/member experience. Lead and support training initiatives that reinforce this culture.
2. Analyze quantitative and qualitative data (e.g., guest satisfaction surveys) to evaluate key touchpoints, identify service challenges, and recommend actionable improvements in partnership with business leaders.
3. Apply analytical expertise and strategic influence to help define service standards and performance measurements across departments.
4. Serve as the voice of the guest/tribal member in cross-functional meetings related to service delivery, event planning, and new initiatives.
5. Conduct in-person observations, informal guest/member intercepts, and other experience assessments to evaluate the effectiveness of service delivery systems.
6. Collaborate with operational teams to prepare for service adjustments by evaluating staffing, supplies, contingency plans, and support needs based on forecasted demand.
7. Lead experience-focused meetings with department leaders and staff to foster continuous improvement and elevate guest/member experiences.
8. Encourage recognition of outstanding service moments using a variety of communication channels and platforms.
9. Support the Choctaw Nation Language Initiative by promoting the use of the Choctaw language in guest interactions and recognizing associate participation.
10. Perform other duties as assigned.

Required Education, Skills, and Experience:

• Bachelor's degree preferred in health care, hospitality management, or a business-related field and three [3] years of leadership experience in gaming, hotel operations, health, or food and beverage, or customer service.
• OR seven [7] years of directly related experience in lieu of education.
• Strong analytical skills, attention to detail, and efficient time management-able to work independently with minimal supervision
• Experience with improvement tools such as: Developmental Plans, Root Cause cross-functional problem solving
• Ability to act in a leadership capacity developing and implementing
• Proven skills that contribute to the development of property improvements and sustainable enhancements to the tribal member experience
• Excellent oral and written communication techniques and presentation skills

Skills:

• Analyze Alternatives & Recommend Solutions
• Assessment
• Compliance Management
• Computer Skills
• Data Collection & Analysis
• Managing Change
• Market & Research Analysis
• Masters Service Conversations
• Planning & Organizing
• Policy & Procedures
• Project Management
• Verbal Communication