Director of Business Integration and Service Support

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About The Position

The Director of Business Integration and Service Support leads the planning, coordination, and follow-up required to integrate new business successfully into TMC. This role supports employees, Operations, and customers through facility transitions to ensure a smooth and organized experience. This role also oversees customer experience support for existing customers. In partnership with Operations, the director addresses R.I.S.C. concerns, identifies changes in customer behavior or engagement, and coordinates timely support to prevent escalation and strengthen customer relationships. Responsibilities include introducing newly hired administrators, CEOs, and Executive Directors to TMC’s services and resources, helping customers recognize the impact of delivery service, and coaching TMC leaders on communication, relationship-building, and other soft skills that improve customer experience. The director oversees the Business Integration and Development Specialist, supports the continued progression of the DOR Buddy Program, assists with new team member onboarding, and connects employee growth needs identified through transitions and customer feedback to appropriate training and development resources.

Requirements

Experience coordinating healthcare business transitions, facility launches, customer experience, or related operational programs.
Demonstrated project management and supervisory skills.
Ability to manage several transitions and competing priorities.
Strong customer communication, facilitation, follow-up, and problem-solving skills.
Ability to analyze feedback and translate concerns into clear action plans.
Relevant degree or equivalent combination of education and experience.

Responsibilities

Lead new business transitions from the initial handoff through the first year, including go-live, team and customer stabilization, and scheduled follow-up. Complete a documented handoff to Operations that confirms ongoing responsibilities, unresolved concerns, and follow-up needs.
Develop transition plans with clear responsibilities, readiness requirements, deadlines, and escalation steps.
Coordinate recruiting alignment, employee onboarding, technology access, training, customer communication, and operational preparation.
Lead transition calls, monitor progress, resolve coordination issues, and elevate concerns that could affect transition success.
Supervise, coach, and evaluate the Business Transitions Specialist.
Oversee the DOR Buddy Program, including assignments, support expectations, participation tracking, program growth and effectiveness reviews.
Support new employee growth during transitions by identifying learning needs and partnering with the Director of Employee and Leadership Development on resources and follow-up.
Work with the Senior Vice President of Sales to align market priorities and current-customer initiatives with TMC’s overall strategy.
Design and implement a customer experience platform for new and existing customers that supports TMC’s brand, business goals, and relationships. Establish customer touchpoints, clear ownership, follow-up schedules, and escalation processes in partnership with Operations.
Gather and analyze customer feedback from surveys, transition calls, and other channels; use findings to recommend service improvements.
Oversee customer surveys, communicate results, and ensure documented follow-up for items scoring 3 or lower on the approved survey scale.
Coordinate solution-focused service recovery with Operations and other departments when customer concerns require additional support.
Collaborate with Sales, Marketing, Operations, and service development teams to deliver consistent customer experience.
Identify opportunities to expand TMC Solution Driven Services with current customers and coordinate follow-through with the appropriate teams.
Review and revise the Customer Experience and Loyalty Plan as needed.
Develop customer loyalty improvements and practical customer service training with the Director of Employee and Leadership Development. Focus on listening, responding to concerns, navigating difficult conversations, and building trust.
Stay informed about industry trends and customer service practices; recommend relevant improvements.
Report transition outcomes, onboarding progress, customer experience results, and service expansion activity to senior leadership.
Partner with Operations to identify changes in customer behavior, engagement, or satisfaction and address R.I.S.C. concerns, including Executive Director and CEO turnover in Life Plan Communities and communication coaching for DORs and teams. Coordinate early intervention, targeted coaching, and follow-up through resolution.
Onboarding for newly hired administrators, CEOs, and Executive Directors.
Perform other duties as assigned.