Vice President, National Customer Service & Solutions

Quest Diagnostics Careers • Secaucus, NJ

84d • $275,000 - $325,000

About The Position

The Vice President of Customer Service and Solutions will lead the national customer service and solutions organization of 1,000+ team members supporting millions of customers across the United States. This executive will set the strategic direction, operational standards, and service excellence goals for a large-scale call center serving a major healthcare company. The VP will ensure that the organization delivers exceptional customer experience, complies with healthcare regulatory requirements, and drives innovation in service delivery. The ideal candidate is a strategic, customer-obsessed executive who thrives in large, complex organizations. They are equally skilled at building executive-level relationships and motivating frontline teams, with a track record of delivering measurable improvements in customer satisfaction and delight, digital customer service adoption, efficiency, and regulatory compliance. They will be responsible for driving the advancement of customer service operations through the strategic implementation of advanced technologies, data analytics and automation tools.

Requirements

• Proven experience in a strategic leadership role within customer service.
• Strong understanding of healthcare regulatory requirements.
• Track record of improving customer satisfaction and operational efficiency.
• Experience in managing large teams in complex organizations.
• Ability to build relationships with executives and motivate teams.

Nice To Haves

• Experience with digital customer service technologies.
• Familiarity with data analytics tools.
• Background in healthcare or related industries.

Responsibilities

• Lead the national customer service and solutions organization of 1,000+ team members.
• Set strategic direction, operational standards, and service excellence goals for the call center.
• Ensure exceptional customer experience and compliance with healthcare regulatory requirements.
• Drive innovation in service delivery.
• Build executive-level relationships and motivate frontline teams.
• Deliver measurable improvements in customer satisfaction and digital customer service adoption.
• Implement advanced technologies, data analytics, and automation tools in customer service operations.

Benefits

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours.
• Best-in-class well-being programs.
• Annual, no-cost health assessment program Blueprint for Wellness®.
• HealthyMINDS mental health program.
• Vacation and Health/Flex Time.
• 6 Holidays plus 1 'MyDay' off.
• FinFit financial coaching and services.
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service.
• Employee stock purchase plan.
• Life and disability insurance, plus buy-up option.
• Flexible Spending Accounts.
• Annual incentive plans.
• Matching gifts program.
• Education assistance through MyQuest for Education.
• Career advancement opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees