Manager, Guest Services (DGS)

Posting Date

04/23/20262476 Swedesford RdSTE 150, Malvern, Pennsylvania, 19355-1456, United States of America

At DaVita, we find that our best leaders are those who create an inspiring vision for the future and empowers their team to achieve success. They have always enjoyed tackling difficult problems and believe that the best way to solve them is through collaborative, team efforts. They take ownership of results and instill accountability in those they lead. They are driven, strong communicators, relationship builders, and find real fulfillment in challenging work.

The Manager of Guest Services is responsible for ensuring the performance, productivity and efficiency of his/her team. The manager will have 2-3 direct reports (Supervisors) who each oversee 8-12 teammates. They will be expected to provide excellent customer service to internal and external customers/partners and support the needs and goals within the organization to ensure a high-quality standard of service. This role will require extensive engagement with RODs/DVPs to develop and execute new and creative strategies that drive Village wide metrics around growth. The Operations Manager will also be expected to develop and implement new processes and strategies that will improve the efficiency and profitability of departmental and organizational operations.

Essential Duties & Responsibilities

• Responsible for successfully maintaining overall performance metrics including but not limited to: Service Level Agreements, Cycle Time, placement rates and other KPIs. TM adherence to process and service levels are key contributors to ensuring placement and generating $31M/TM in revenue each year ($620M per Manager)

• Responsible for the coaching, development and successful growth of the Supervisors that report to them, responsible for the overall operations of placement requests within their area of responsibility

• Manage and increase the effectiveness and efficiency of the Guest Services team through improvements to each function as well as coordination and communication between support and business functions (ROPs, IMT, Field operators)

• Improve the operational systems, processes and policies in alignment with the organization's mission -- specifically, support better management reporting, information flow and management, streamline business processes and continually review organizational structure to ensure timely and efficient results

• Cultivate and maintain effective partnerships with ROD/DVP levels; able to identify and effectively present any areas of opportunity or excellence to key stakeholders in order 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 across lanes

• Other duties and responsibilities as assigned

Education & Experience

• Bachelor's degree required

• 2-4 yrs. experience managing a team in a fast-paced and dynamic atmosphere; customer facing roles

• Analytical Skills: Computer proficiency with strong skills in Microsoft Office including Word, PowerPoint, Excel and Outlook

• Communication Skills: Strong written and verbal communication skills required. Ability to develop and deliver analysis and updates to RODs/DVPs and internal business partners across mediums including in person 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 in line with DaVita's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment & Fun

• Motivated self-starter; able to take on project with limited guidance and deliver results
  
  

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• 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, access Headspace, backup child and elder care, maternity/paternity leave and more

• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

#LI-JH4

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. 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.

This position will be open for a minimum of three days.

The Salary Range for the role is $78,000.00 - $119,000.00/year.

For location-specific minimum wage details, see the following link: DaVita.jobs/WageRates

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

Beware of Recruitment Fraud

DaVita will never ask for payment or personal financial information at any point in the hiring process, nor will we ever communicate with you using email addresses outside of the DaVita secure network. If you receive a request like this, it is not legitimate. Do not share your information.

Required

Preferred

Job Industries

• Other