Manager, Guest Services (DGS)

Manager of Guest Services The Manager of Guest Services is responsible for ensuring the performance, productivity and efficiency of the Guest Services team. The manager will have 2-3 direct reports (Supervisors), each overseeing 8-12 teammates, and will provide excellent customer service to internal and external customers/partners. The role requires extensive engagement with RODs/DVPs to develop and execute new strategies that drive metrics around growth, and to improve the efficiency and profitability of departmental operations. Essential Duties & Responsibilities Maintain overall performance metrics including Service Level Agreements, Cycle Time, placement rates and other KPIs. Achieve placement and generate $31M/TM in revenue each year ($620M per Manager). Coach, develop and grow Supervisors, overseeing the operations of placement requests. Improve the effectiveness and efficiency of the Guest Services team through process improvements and coordination with support and business functions. Improve operational systems, processes and policies to support better reporting, information flow and management, streamline business processes and continually review organizational structure. Cultivate and maintain effective partnerships with ROD/DVP levels, identify opportunities or excellence to achieve growth goals and drive continuous improvement. Project‑manage key initiatives and deliverables for the broader DGS team, including research, developing processes, ensuring agreement, training and communication. Other duties and responsibilities as assigned. Education & Experience Bachelor’s degree required. 2-4 years of experience managing a team in a fast‑paced, customer‑facing environment. Analytical skills: computer proficiency with Microsoft Office (Word, PowerPoint, Excel, Outlook). Strong written and verbal communication skills, ability to present analysis to RODs/DVPs and partners via meetings, email, phone and WebEx. High energy and ability to work in a very fast‑paced, team‑oriented environment. Strong customer service, troubleshooting and problem‑solving skills. Personal values aligned with DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun. Motivated self‑starter, able to take on projects with limited guidance and deliver results. Benefits & Compensation The Salary Range for the role is $78,000.00-$119,000.00 per year. Comprehensive benefits: medical, dental, vision, 401(k) match, paid time off, PTO cash out. Support for you and your family: family resources, EAP counseling sessions, Headspace, backup child and elder care, maternity/paternity leave and more. Professional development programs: on‑demand virtual leadership and development courses through DaVita’s online training platform StarLearning. Equal Employment Opportunity Statement We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic. #J-18808-Ljbffr