Customer Experience Operations Manager

Job Description

Job Description

Are you E.P.I.C?!

Do you display E mpathy, P assion, I ntegrity, and C ommitment? If YES, join us at HSS where we are passionate about healthcare and provide seamless services to our clients and colleagues.

About the Position:

Health System Services is seeking a Customer Experience Operations Manager who brings a people-first approach to leadership and a hands-on mindset to daily operations. In this role, you’ll lead and support customer service employees, coordinate staffing and workflows, and help ensure customers receive timely, accurate, and compassionate service.

Reporting to the Director of Operations, you’ll partner with department leaders to resolve customer concerns, strengthen team performance, and improve processes. If you enjoy coaching others, solving problems, and stepping in where you’re needed, this is an opportunity to make a meaningful impact on both the customer and employee experience.

1. Customer Experience and Service:

• Promote a customer-focused environment grounded in professionalism, responsiveness, and respect.
• Ensure customers receive prompt assistance, accurate information, and clear guidance regarding products, services, and next steps.
• Serve as an escalation resource for customer concerns, ensuring timely resolution and appropriate follow-up.
• Identify opportunities to improve customer satisfaction and strengthen service standards across departments.

2. Daily Operations and Coverage:

• Oversee daily activities in assigned service areas to support efficient operations and consistent service delivery.
• Coordinate staffing coverage, work assignments, and priorities in collaboration with department leaders.
• Provide hands-on assistance with customer inquiries, telephone coverage, scheduling, order processing, and administrative tasks as needed.
• Maintain working knowledge of department processes and adapt to changing business needs.
• Identify operational challenges and coordinate solutions to minimize disruptions.

3. Team Leadership and Development:

• Lead, coach, and support assigned employees, establishing clear expectations for performance, accountability, and customer service.
• Support onboarding, training, and cross-training to build employee skills and operational flexibility.
• Provide regular feedback, recognize contributions, and address performance concerns in partnership with leadership and Human Resources.
• Assist with recruiting, staffing, and employee development.
• Foster a collaborative work environment that reflects the organization’s values.

4. Workflow and Service Coordination:

• Ensure customer information, orders, and service requests are processed accurately and promptly.
• Coordinate with other departments to support effective communication, handoffs, and follow-through.
• Monitor outstanding work and unresolved issues to prevent delays and missed commitments.
• Communicate changes in priorities, procedures, and service availability to appropriate employees and stakeholders.
• Recommend improvements that simplify processes, reduce duplication, and increase efficiency.

5. Quality and Performance Management:

• Reinforce organizational policies, service standards, and documentation requirements.
• Monitor customer feedback, service quality, productivity, and other established performance measures.
• Identify recurring issues and implement improvements in collaboration with department leaders.
• Maintain accurate records of escalated concerns, corrective actions, and follow-up outcomes.
• Provide leadership with updates on team performance, operational challenges, and improvement opportunities.

6. Cross-Functional Collaboration:

• Build effective working relationships across departments to support shared customer service and business goals.
• Partner with department leaders on projects, operational initiatives, and changing business needs.
• Help maintain organized, welcoming, and professional customer-facing work areas.
• Participate in meetings and training that strengthen team effectiveness and service delivery.

What We’re Looking For:

• Bachelor’s degree in business, healthcare administration, or a related field required.
• At least five years of customer service experience and previous supervisory or management experience required; healthcare or durable medical equipment experience preferred.
• A hands-on leader who coaches employees, sets clear expectations, and coordinates staffing, assignments, and daily priorities.
• Strong communication, collaboration, and problem-solving skills, with the ability to resolve escalated customer concerns and ensure timely follow-through.
• Excellent organizational skills, sound judgment, and flexibility to manage changing priorities while supporting customer inquiries, scheduling, order processing, and administrative needs.
• A customer-focused, continuous-improvement mindset and commitment to service quality, accurate documentation, and patient confidentiality.
• Experience supporting multiple departments, customer service workflows, patient scheduling, order processing, or facility accounts preferred.
• Proficiency with Microsoft Office and the ability to learn patient management and customer service systems.

What You Get - Benefits That Go Beyond the Basics:

• Comprehensive Health Coverage - Medical, Dental, and Vision insurance to keep you and your family well
• Future-Ready Retirement Plan - 401K with 3% company contribution after one year and 1,000 hours worked
• Time to Recharge - Generous PTO, Vacation and 9 Paid Holidays
• Extra Support When You Need It - Short Term Disability (optional) and Company-Paid Long-Term Disability and Free Confidential Employee Assistance Program
• Education That Pays Off – Exclusive tuition reimbursement program with Niagara University, including savings on master's degree programs.
• Be Part of Something Bigger - Join an organization that values giving back through community programs. 

Compensation:

• $55,000–$75,000 annually, dependent on experience.

Shift:

• Monday–Friday, 8:30 a.m.–5:00 p.m.

Location:

• Wheatfield, NY