VP Customer Experience

Air Methods•Greenwood Village, CO

About The Position

The Vice President, Customer Experience (CEVP) Responsible for developing support processes and procedures to align strategic initiatives between Air Methods and our partners. This role will focus on strengthening relationships with key stakeholders, identifying and mitigating risk, and working cross-functionally to optimize our partner engagements to achieve commercial goals. Success will be contingent upon partner satisfaction, retention, and growth. Core Responsibilities for all jobs at this level Establishes direction for business-critical departments or a function in alignment with strategic plans established by executive leadership Recommendations have a measurable impact on the function, division and affect the financial, employee or public relations of the company Provides input on strategy and translates developed strategies and objectives into actions within the function or division Initiates execution and initiatives to support the organization in achieving the short-term business goals and objectives

Requirements

Bachelor’s degree in Business, Healthcare Administration, or a related field from a four-year college or university; and fifteen (15) or more years’ related experience and/or training; or equivalent combination of education and experience
Minimum of 10 years of progressive experience in customer experience, account management, or commercial operations, preferably within healthcare or aviation.
Proven experience managing customer relationships at the senior administrator or director level.
Demonstrated success in supporting sales growth, contract renewals, and customer satisfaction initiatives.
Strong operational and tactical execution skills with a customer-centric mindset.
Excellent interpersonal and communication skills, with the ability to build trust and rapport across diverse stakeholder groups.
Proficient in analyzing customer feedback and translating insights into actionable improvements.
Skilled in cross-functional collaboration, especially with Sales, Clinical, and Operations teams.
Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
Comfortable presenting to senior leadership and contributing to strategic discussions.
Advanced Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
Subject to applicable laws and Air Method’s policies, regular attendance is an essential function of the position.
All employees must follow Air Methods’ employment practices and policies.

Nice To Haves

Master’s degree (MBA or related) is preferred but not required.

Responsibilities

Customer Relationship Management Cultivate relationships with mid- to senior-level stakeholders at hospital systems and stand-alone facilities. Support executive sponsors in maintaining board-level and C-suite engagement. Coordinate customer touchpoints and ensure consistent communication across accounts.
Customer Experience Operations Implement CX programs that align with contract deliverables and customer expectations. Lead account-level business reviews and ensure follow-through on action items. Monitor service performance and escalating issues impacting customer satisfaction.
Customer Insights & Advocacy Collect and analyze feedback from hospital partners to identify trends and improvement areas. Collaborate with analytics teams to translate insights into actionable initiatives. Advocate for customer needs within internal planning and decision-making forums. Identify risks to the partnership/business and facilitate mitigation efforts.
Cross-Functional Collaboration Partner with Sales, Operations, and COE teams to ensure unified customer experience. Support greenfield launches and account transitions with relationship continuity. Contribute to internal training and enablement efforts to reinforce CX standards.
Performance Metrics Support achievement of renewal and retention targets. Develop expansion opportunities through relationship management. Track and report on customer engagement metrics and satisfaction scores.
Other duties as assigned