Service Design Manager

OrthoCarolina•Charlotte, NC

About The Position

At OrthoCarolina, our team is our greatest asset and the foundation of our success. We are a diverse group of individuals, accountable to each other to uphold the standards of excellence and promote an environment of teamwork throughout the organization. OrthoCarolina has 43 unique care locations with over 1300 professionals who share a common goal to make lives better. Our employees are eligible for a full spectrum of benefits including paid company holidays, wellness programs, and tuition reimbursement. To learn more about Team OC please visit https://www.orthocarolina.com/about-us We are currently searching for a Service Design Manager to work with our administrative team in Charlotte. The Service Design Manager will help build and scale new customer experience functions. This role is strategic, and hands-on for an individual who can lead research, map and redesign end-to-end services, and turn patient, operational, and business insights into measurable improvements. This person will play a key role in shaping how OrthoCarolina understands and improves the full patient and operations journey across channels and touchpoints. Essential Functions: Focus on conducting research, creating and maintaining service blueprints and journey artifacts, identifying opportunities to improve omnichannel experiences, defining KPI frameworks, and serving as a strong voice of the customer and patient across the organization. Lead qualitative and mixed-method research across patients, caregivers, providers, staff, and operational stakeholders Identify unmet needs, friction points, service gaps, and improvement opportunities across the end-to-end patient and operational journey Improve experiences across key moments such as scheduling, intake, communications, visits, follow-up contact center interactions, care coordination, and related service journeys Translate research and operational insights into clear recommendations, prioritized opportunities, and action plans Facilitate workshops and working sessions to align stakeholders around journey challenges, future-state concepts, and service improvements Support implementation and change efforts by helping teams operationalize experience improvements in practical, measurable ways Qualifications: Bachelor’s degree in one of the following is preferred: Healthcare Communications, Healthcare Administration, Psychology or Computer Science 6+ years of experience in service design, journey management, experience strategy, customer research, operational improvement, or related fields Strong experience conducting research and synthesizing findings into actionable service and operational improvements Proven ability to create and maintain service blueprints, journey maps, and other end-to-end experience artifacts Experience improving complex services that span multiple teams, channels, systems, and handoffs Skills & Abilities: Ability to connect customer and patient needs with business goals, operational realities, and measurable outcomes Strong facilitation, communication, and stakeholder management skills Comfort working in ambiguity and helping define new processes, practices, and ways of working Strong systems thinking and problem-solving skills Experience developing KPI frameworks and measuring impact over time Employee Type Regular Qualifications Skills Customer Experience Improvement, Design, Design Strategy, Interaction Design, User Experience (UX), User Experience (UX) Design, User Feedback, User Research Education Certifications Language Work Experience Our growth is creating great opportunities! As our organization continues to grow we're opening new opportunities for talented people like you. Explore our current openings and apply to the roles that inspire you. Once you apply, you can easily track your progress and stay updated on new positions that match your interests. Thanks for your interest in working on our team---your next great career move could start here!

Requirements

Bachelor’s degree in one of the following is preferred: Healthcare Communications, Healthcare Administration, Psychology or Computer Science
6+ years of experience in service design, journey management, experience strategy, customer research, operational improvement, or related fields
Strong experience conducting research and synthesizing findings into actionable service and operational improvements
Proven ability to create and maintain service blueprints, journey maps, and other end-to-end experience artifacts
Experience improving complex services that span multiple teams, channels, systems, and handoffs
Ability to connect customer and patient needs with business goals, operational realities, and measurable outcomes
Strong facilitation, communication, and stakeholder management skills
Comfort working in ambiguity and helping define new processes, practices, and ways of working
Strong systems thinking and problem-solving skills
Experience developing KPI frameworks and measuring impact over time

Responsibilities

Focus on conducting research, creating and maintaining service blueprints and journey artifacts, identifying opportunities to improve omnichannel experiences, defining KPI frameworks, and serving as a strong voice of the customer and patient across the organization.
Lead qualitative and mixed-method research across patients, caregivers, providers, staff, and operational stakeholders
Identify unmet needs, friction points, service gaps, and improvement opportunities across the end-to-end patient and operational journey
Improve experiences across key moments such as scheduling, intake, communications, visits, follow-up contact center interactions, care coordination, and related service journeys
Translate research and operational insights into clear recommendations, prioritized opportunities, and action plans
Facilitate workshops and working sessions to align stakeholders around journey challenges, future-state concepts, and service improvements
Support implementation and change efforts by helping teams operationalize experience improvements in practical, measurable ways