Associate Manager, Customer Experience

OhioHealth•Williamstown, KY

13d•Onsite

About The Position

The Manager, Customer Experience leads day to day departmental operations to deliver a high quality, consistent customer experience. This role adapts plans to operational challenges, uses analytics to drive performance improvement, and fosters a culture of continuous improvement and accountability.

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.