Director, Customer Experience & Implementation
About The Position
The Director, Customer Experience & Implementation leads the Customer Engagement strategy and execution throughout the customer onboarding journey, partnering with Deployment, Operations, Customer Executives, Marketing, and Shared Services to deliver a seamless and differentiated experience from contract signature through stabilization. This role creates a high-touch onboarding model that builds customer confidence and supports long-term partnership success. Following implementation, the Director supports Enterprise Customer Engagement teams throughout the contract lifecycle through a white-glove framework that enhances the overall customer experience.
Requirements
- Healthcare Revenue Cycle Management experience.
- Bachelor’s degree or an equivalent combination of education and experience.
- 10+ years of experience in customer onboarding, implementation, customer success, healthcare operations, consulting, or a related field.
- 10+ years of leadership experience managing teams and cross-functional initiatives.
- Proven success leading customer transitions, large-scale operational programs, or account management teams.
- Strong executive presence, communication, relationship management, and problem-solving skills.
- Ability to influence across a matrixed organization and manage multiple priorities simultaneously.
Nice To Haves
- Experience building customer experience, onboarding, or service delivery programs preferred.
- Experience partnering with customer executives and senior operational leaders preferred.
- Change management, Lean, Six Sigma, or project management certification preferred.
Responsibilities
- Own the enterprise customer onboarding and customer experience strategy across all Enterprise customers, establishing standards, governance, and operating models from contract signature through lifecycle maturity.
- Serve as a senior point of contact for customer executives and key stakeholders during onboarding and implementation activities.
- Define and govern enterprise onboarding methodology, customer engagement standards, communication frameworks, and executive governance models across customer implementations.
- Facilitate customer readiness reviews and post-implementation assessments.
- Lead executive-level intervention strategies for high-risk customer relationships, driving enterprise alignment and sustainable resolution of systemic customer experience issues.
- Own onboarding and engagement outcomes, including NPS, KLAS impact, customer adoption, executive engagement, and implementation experience indicators.
- Establish enterprise-wide white-glove customer experience standards and governance across Enterprise and R37/Phare customer relationships.
- Partner with the VP and Customer Optimization & Satisfaction team on experience reviews and strategic business reviews with R1 executive stakeholders, including internal sentiment analysis for Customer Engagement teams.
- Partner with Marketing to create customer-facing materials, executive communications, and engagement campaigns.
- Lead enterprise customer experience improvement initiatives, directing cross-functional priorities and influencing operational, technology, and service investments.
- Develop strategies that improve retention, executive engagement, customer advocacy, and long-term partnership growth across R1 strategic accounts.
- Build and scale the Customer Experience function, including future leadership and organizational design responsibilities.
- Perform additional duties and responsibilities as assigned.
Benefits
- competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Director
