Senior Manager - MCL Customer Contact Center (MLI)

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and  comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Benefits Highlights

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.

Responsibilities

This is a hybrid position and must be located within 100 miles of the Rochester, MN campus for on-site expectations

Mayo Clinic Laboratories (MCL) Operations is highly regarded as the benchmark for excellence within the reference laboratory industry. MCL goes to market as a differentiated provider and leans heavily on the efficacy of those areas within the control of MCL Operations. MCL Operations serves as the functional link that enables MCL strategy execution in highly competitive markets. Turn-around-time, customer service, global logistic network and transportation management, specimen accessioning and distribution, specimen collection capabilities, management of remote on-site specimen processers, and management of field-based service representatives are critical to MCL business units and are directly controlled by MCL Operations. The Senior Manager–Operations-MCL coordinates with the Director-Operations-MCL for the planning, budget, FTE, capital, and performance metrics for operational support of each MCL business unit. Responsible for the operational excellence and execution of operational plans of assigned staff and processes within MCL Operations in alignment with business and department objectives. Serves as a key member of the leadership team with a primary focus on planning and implementation of policies and systems. Facilitates project management while leading a multidisciplinary team including financial analysis, problem solving, and team collaboration. Regulates staffing in accordance with fluctuating workload. Partners in the support of department/division and institutional projects, staff recruitment, policy implementation, and serves as a primary resource for issues and communications. Performs duties independently and initiates judgment in handling a variety of management issues. Domestic and/or international travel required.

• Lead day-to-day operations of the customer contact center, ensuring service levels, response times, and quality standards are consistently achieved.
• Develop and execute customer contact center service strategies that improve customer satisfaction, retention, and operational efficiency.
• Manage, coach, and mentor contact center supervisors and team leads to drive high performance and employee engagement.
• Analyze call center metrics, KPIs, and workforce trends to identify improvement opportunities and optimize staffing models.
• Establish and monitor performance goals related to customer experience, first-call resolution, average handle time, and service quality.
• Oversee workforce management, scheduling, forecasting, and capacity planning to meet business demands.
• Drive continuous improvement initiatives through process optimization, automation, and technology enhancements.
• Partner cross-functionally with operations, IT, training, HR, lab partners and compliance teams to support organizational objectives.
• Ensure compliance with company policies, industry regulations, data privacy, and quality assurance standards.
• Manage escalated customer issues and implement corrective actions to prevent recurring problems.
• Develop and manage departmental budgets, service agreements, vendor relationships (internal and external), and operational expenses.
• Lead employee training, onboarding, and professional development programs to maintain service excellence.
• Implement customer feedback programs and use insights to improve products, services, and support processes.
• Prepare and present operational reports, performance dashboards, and strategic recommendations to execute leadership.
• Support digital transformation initiatives, CRM optimization, Message Center, and Genesys solutions.
• Foster a customer-centric culture focused on accountability, collaboration, and continuous improvement. 
• Oversee business continuity and disaster recovery planning for contact center operations.
• Evaluate and implement new technologies, tools, and best practices to enhance customer experience and team productivity.
• Monitor quality assurance programs and conduct regular audits to maintain service consistency.
• Drive initiatives that improve employee retention, morale, and overall contact center culture. 

This position is not eligible for sponsorship/we will not transfer or sponsor a visa for this position. Also, Mayo Clinic DOES NOT participate in the F1 STEM OPT extension program.

2-year commitment to the position is required.

Qualifications

• A bachelor's degree and a minimum of six years of operational management experience; or, a master’s degree and a minimum of three years of operational management experience are required for this position.
• Acceptable degree disciplines include business, organizational leadership, logistics and supply chain management, engineering, information technology, health care administration, medical laboratory science or equivalent, biology, chemistry, or related field. 
• Operational management experience must include a demonstrated ability to work collaboratively with internal (physician, scientist, administrative, supervisory, and allied health staff) or external client stakeholders. Must have excellent organizational, human relations, decision-making and problem-solving capabilities as well as excellent presentation and communication skills. Must have ability and confidence to effectively function independently, be a self-starter, and a team player. Must have led direct reports in previous positions. Must be capable of effectively presenting to internal and external groups. Must be accountable, adaptable, flexible, creative, dependable, responsible, and able to perform well within multi-functional environments while adhering to Mayo Clinic and MCL policies and procedures.
Master's degree preferred. 

Experience with large and complex customer service, domestic and global logistics, customer contact experience, or field-based service teams is preferred. Operational experience within an external-facing business entity competing in a highly competitive market is preferred.

Application Requirement (please attach)

• Cover Letter/Resume
• Current Mayo Clinic employees, please include your 3 most recent performance evaluations
• Current DLMP/MCL employees that have been in their current lab/position for less than 2 years must attach an early release approval from their supervisor.

Exemption Status

Exempt

Compensation Detail

Education, experience and tenure may be considered along with internal equity when job offers are extended.; $118,289 $177,465 / annually

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Primarily Monday - Friday, flexibility for evening and weekend coverage based on business needs. 24 hour customer contact center. This is a hybrid position and must be located within 100 miles of the Rochester, MN campus

Weekend Schedule

Flexibility based on business needs.

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives.  Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law" .  Mayo Clinic participates in  E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Recruiter

Jenny Stephens