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[Remote] Sr. Manager, Customer Solutions (Remote within the Midwest)
Note: The job is a remote job and is open to candidates in USA. Quest Diagnostics is seeking a Senior Manager, Customer Solutions to lead strategic initiatives within its Customer Solutions Department. The role focuses on revenue growth, margin improvement, client onboarding, operational excellence, customer satisfaction, and large-scale transformation through data-driven insights, project management, and cross-functional collaboration.
Responsibilities
- Strategically lead both internal and external facets of the new client onboarding end to end journey; continuously adapt the start-up framework to balance client-specific flexibility with critical financial guardrails to maximize customer satisfaction while also maintaining KPIs and protecting operating margins
- Establish dynamic KPIs to address evolving business needs and architect robust strategy execution plans to ensure the profitable, seamless integration of large, complex deals
- Oversee standard and complex onboarding of accounts, Problem Resolution functions, Customer retention activities and acts as Customer Advocate for process improvement and transformation change management in all aspects of operations
- Oversee and guide team on large complex client integrations & onboardings while finding opportunities for digital transformation, operational excellence and customer satisfaction, at times directly lead them as needed
- Partner with the Commercial Sales team, Client Services, Billing, IT ,and all laboratory operations to Logistics to establish relationships and problem-solving processes that are seamless to the external customer
- Develop strategies, utilizing Lean Six Sigma methodologies where applicable, to address chronic problems to facilitate permanent end to end resolution
- Accountable for written client communication. Including but not limited to: drafting, editing, ensuring compliance review, distribution, and correspondence filing when necessary
- Ensure compliance with the established quality system and actively participate in monitoring, corrective action and its effectiveness
- Develop, coach and mentor the Customer Solution function(s) and provide general supervision to ensure all tasks are completed accurately and on a timely basis
- Ensure individual compliance with all company policies and government regulations
- Participate on National Customer solutions best practice teams and implement best practices
- Provide oversight for client visits
- Provide onsite resources for new account customer onboarding, existing customer in-service activities and at-risk mitigation processes
- Provide assistance with Regional Commercial post-Sales Academy training program
- Develop and ensure delivery of client specific quality reports
- Oversee the at-risk process to reduce account attrition (linking business unit with Sales and Corporate)
- Provide support for RFP and bid proposal processes
- Align with Health Plan leadership to resolve grievances and implement required plan changes
- Support the Customer Business Review process for key customers providing support as required
- Oversee staff that executes customer reviews and analysis of account problems and expedites their resolution; establish practices to support Commercial representatives with managing their account activity, problem resolution, and prospective monitoring of key accounts
- Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position
Skills
- 6+ years of professional experience in customer service environments, with a proven track record of managing team KPIs and resolving complex operational issues
- 3+ years of direct people management and team leadership experience
- 3+ years of direct, executive-level customer-facing experience
- 3+ years leading operational excellence, change management, and large-scale transformation or digitization initiatives. Practical application & knowledge of Lean Six Sigma principles to drive workflow optimizations
- Comprehensive, global understanding of clinical laboratory business models and their service delivery requirements to be able to work with large health systems, hospital, clinical customers
- Prior proven program/project management experience to lead complex end to end projects delivering measurable results is required
- PMP knowledge is required
- Proven ability to translate Power BI/Tableau dashboard insights into clear, actionable direction that guides frontline teams, optimizes workflows, and drives strategic decisions
- Strong understanding linking operational metrics to financial P&L performance
- Proven ability to influence stakeholders and drive organizational change
- Exceptional communication, writing, and presentation skills to convey complex issues clearly to client leadership
- Strong ability to work collaboratively across diverse, cross-functional, and virtual team environments
- The Sr. Manager is largely remote but must reside within the US
- Travel Up to 25%
- PMP certification is strongly preferred
- PMP Certification
- Lean Six Sigma Green/Black Belt certification
- A proven track record of successfully implementing Kaizens or process-improvement frameworks
- AI & Digital Innovation- Proven prior experience leveraging and deploying modern AI tools and data analytics platforms to automate tasks and drive operational efficiency
- Bachelor's Degree in Life Science, Business, Customer Relations, IT, or another related field
- Quest experience preferred
Benefits
- 15% AIP target
- Remote daily work arrangement; the Sr. Manager is largely remote but must reside within the US
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