Customer Experience Operations Manager

Health System Services • Niagara Falls, NY

13d

About The Position

Health System Services is seeking a Customer Experience Operations Manager who brings a people-first approach to leadership and a hands-on mindset to daily operations. The manager leads and supports customer service employees, coordinates staffing and workflows, and helps ensure customers receive timely, accurate, and compassionate service. Reporting to the Director of Operations, this role partners with department leaders to resolve customer concerns, strengthen team performance, and improve processes. The position involves coaching employees, solving problems, and providing operational support as needed.

The role oversees customer experience, daily operations and coverage, team leadership and development, workflow coordination, quality and performance management, and cross-functional collaboration. The manager may provide hands-on assistance with customer inquiries, telephone coverage, scheduling, order processing, and administrative tasks. The position is located in Wheatfield, New York, and works Monday through Friday, 8:30 a.m. to 5:00 p.m.

Requirements

• Bachelor’s degree in business, healthcare administration, or a related field required.
• At least five years of customer service experience required.
• Previous supervisory or management experience required.
• Strong communication, collaboration, and problem-solving skills.
• Ability to resolve escalated customer concerns and ensure timely follow-through.
• Excellent organizational skills, sound judgment, and flexibility to manage changing priorities.
• Ability to support customer inquiries, scheduling, order processing, and administrative needs.
• Customer-focused, continuous-improvement mindset and commitment to service quality, accurate documentation, and patient confidentiality.
• Proficiency with Microsoft Office.
• Ability to learn patient management and customer service systems.

Nice To Haves

• Healthcare or durable medical equipment experience preferred.
• Experience supporting multiple departments, customer service workflows, patient scheduling, order processing, or facility accounts preferred.

Responsibilities

• Promote a customer-focused environment grounded in professionalism, responsiveness, and respect.
• Ensure customers receive prompt assistance, accurate information, and clear guidance regarding products, services, and next steps.
• Serve as an escalation resource for customer concerns and ensure timely resolution and follow-up.
• Identify opportunities to improve customer satisfaction and strengthen service standards across departments.
• Oversee daily activities in assigned service areas to support efficient operations and consistent service delivery.
• Coordinate staffing coverage, work assignments, and priorities in collaboration with department leaders.
• Provide hands-on assistance with customer inquiries, telephone coverage, scheduling, order processing, and administrative tasks as needed.
• Maintain working knowledge of department processes and adapt to changing business needs.
• Identify operational challenges and coordinate solutions to minimize disruptions.
• Lead, coach, and support assigned employees, establishing clear expectations for performance, accountability, and customer service.
• Support onboarding, training, and cross-training to build employee skills and operational flexibility.
• Provide regular feedback, recognize contributions, and address performance concerns in partnership with leadership and Human Resources.
• Assist with recruiting, staffing, and employee development.
• Foster a collaborative work environment that reflects the organization’s values.
• Ensure customer information, orders, and service requests are processed accurately and promptly.
• Coordinate with other departments to support effective communication, handoffs, and follow-through.
• Monitor outstanding work and unresolved issues to prevent delays and missed commitments.
• Communicate changes in priorities, procedures, and service availability to appropriate employees and stakeholders.
• Recommend improvements that simplify processes, reduce duplication, and increase efficiency.
• Reinforce organizational policies, service standards, and documentation requirements.
• Monitor customer feedback, service quality, productivity, and other established performance measures.
• Identify recurring issues and implement improvements in collaboration with department leaders.
• Maintain accurate records of escalated concerns, corrective actions, and follow-up outcomes.
• Provide leadership with updates on team performance, operational challenges, and improvement opportunities.
• Build effective working relationships across departments to support shared customer service and business goals.
• Partner with department leaders on projects, operational initiatives, and changing business needs.
• Help maintain organized, welcoming, and professional customer-facing work areas.
• Participate in meetings and training that strengthen team effectiveness and service delivery.

Benefits

• Medical, dental, and vision insurance.
• 401(k) with a 3% company contribution after one year and 1,000 hours worked.
• Generous paid time off and vacation.
• Nine paid holidays.
• Optional short-term disability.
• Company-paid long-term disability.
• Free confidential Employee Assistance Program.
• Tuition reimbursement program with Niagara University, including savings on master’s degree programs.
• Community programs that support giving back.

What This Job Offers

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