Associate Manager, Customer Experience

OhioHealth • Pickerington, OH

13d • Onsite

About The Position

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Lead daily operations of the customer experience department to ensure consistent, high‑quality service delivery. Manages the adherence of standard work and operational compliance applicable to roles and responsibilities within the department. Sets daily priorities to ensure service coverage and task completion. Problem solving guided by policies and procedures; escalates complex issues, when appropriate. Oversee frontline customer experience operations and shift coverage Collaborate with cross‑functional partners to address service barriers and support organizational initiatives. Monitor daily service metrics and patient feedback, maximizing the use of customer service tools and programs for enhanced patient experience. Support service recovery and resolve routine complaints Coordinate rounding and visitor management activities Assists with the implementation of strategies into actionable plans that address operational challenges and emerging customer needs. Assists to drive improvement in key performance indicators (KPIs) including experience scores, service recovery, and employee engagement. Uses customer analytics to identify performance trends, recommending improvement plans and implementing changes. May manage departmental budgets, staffing models, and operational resources. Coach associates on service excellence behaviors and hospitality standards Coach and develop team members, promoting a positive, customer‑centric culture.

Requirements

• Bachelor's Degree
• Strong operational problem‑solving and prioritization skills.
• Ability to interpret and communicate data insights.
• Excellent communication and interpersonal skills.
• Ability to coach frontline staff and build high‑performing teams.
• Working knowledge of budgeting and staffing processes.

Nice To Haves

• Service Orientation: Foundational – Consistently models service standards; resolves routine issues.
• Operational Execution: Foundational – Executes daily workflows and staffing plans.
• Team Supervision: Applied – Provides coaching and performance feedback.
• Conflict Resolution: Applied – Manages routine service concerns independently.
• Strategic Thinking – Applied
• Performance Management – Advanced
• Customer Analytics – Applied
• Financial Acumen – Applied

Responsibilities

• Lead daily operations of the customer experience department to ensure consistent, high‑quality service delivery.
• Manages the adherence of standard work and operational compliance applicable to roles and responsibilities within the department.
• Sets daily priorities to ensure service coverage and task completion.
• Problem solving guided by policies and procedures; escalates complex issues, when appropriate.
• Oversee frontline customer experience operations and shift coverage
• Collaborate with cross‑functional partners to address service barriers and support organizational initiatives.
• Monitor daily service metrics and patient feedback, maximizing the use of customer service tools and programs for enhanced patient experience.
• Support service recovery and resolve routine complaints
• Coordinate rounding and visitor management activities
• Assists with the implementation of strategies into actionable plans that address operational challenges and emerging customer needs.
• Assists to drive improvement in key performance indicators (KPIs) including experience scores, service recovery, and employee engagement.
• Uses customer analytics to identify performance trends, recommending improvement plans and implementing changes.
• May manage departmental budgets, staffing models, and operational resources.
• Coach associates on service excellence behaviors and hospitality standards
• Coach and develop team members, promoting a positive, customer‑centric culture.

Benefits

• OhioHealth is a nationally recognized, innovative healthcare system delivering world-class patient care in a supportive, professional environment filled with limitless opportunities to learn and grow.
• Great Place to Work CertifiedTM organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager