Manager, Customer Experience

Job not on LinkedIn

🔥 39 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Baylor Genetics

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1978

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

Baylor Genetics is a clinical genomics and precision diagnostics laboratory affiliated with Baylor College of Medicine that provides comprehensive genetic testing and interpretation services. The company offers whole genome and whole exome sequencing, chromosomal microarray analysis, mitochondrial testing, pharmacogenomics, and specialized assays, along with genetic counseling, provider support, and insurance/payment resources. Baylor Genetics supports healthcare providers, researchers, and families with AI-enhanced interpretation, multimodal data integration, and end-to-end clinical and laboratory services.

📋 Description

• Own the Engage & Initiate value-stream strategy, roadmap and improvement portfolio from initial patient or provider engagement through a complete, actionable order • Partner with patient and provider Journey Directors to align roadmaps with end-to-end journey strategies and outcomes • Prioritize initiatives across provider onboarding, education, consent, requisition forms, order documentation, financial access, ordering workflows and early-order support • Gather and translate patient, provider and business needs into business requirements, user stories, workflow or process changes and acceptance criteria • Drive cross-functional alignment on priorities, investments, sequencing, decisions, ownership and handoffs across Commercial, Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology and Marketing • Establish success measures with the CX Research & Measurement Lead and use customer research, Voice of Customer feedback and operational data to identify opportunities • Lead improvement initiatives from discovery through implementation, adoption and post-launch evaluation • Manage workplans, dependencies, risks, decisions, deadlines, change impacts and implementation readiness • Represent the value stream in planning, prioritization and governance discussions and present recommendations, tradeoffs, risks and progress to CX and senior leaders • Monitor initiative performance and customer outcomes, identifying issues and adjusting or escalating the roadmap when goals are at risk • Work within clinical, legal, compliance, privacy, commercial and operational boundaries • Follow Baylor Genetics policies, procedures and applicable regulatory requirements • Perform other job-related duties as assigned

🎯 Requirements

• Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, project or program management, or a related field • Eight or more years of experience in customer experience, service design, consulting, product management, healthcare operations, journey management, enterprise process improvement or a related discipline • Demonstrated experience owning a customer journey or value-stream strategy, roadmap and improvement portfolio • Experience leading strategic transformation, customer journey management or enterprise process improvement programs across multiple functions • Demonstrated ability to influence senior leaders, align stakeholders and drive decisions and outcomes without direct authority • Demonstrated ability to translate customer and business needs into clear requirements, user stories, workflow or process changes, acceptance criteria and implementation actions • Strong business judgment, prioritization, written and verbal communication, facilitation, change-management and organizational skills, with the ability to manage multiple priorities and complex dependencies • Preferred: Experience in clinical care, diagnostics, laboratory operations or another highly regulated, detail-intensive environment • Preferred: Experience delivering complex work under tight deadlines in partnership with project or program managers • Preferred: Experience partnering with Technology or digital product teams to translate patient and provider needs into business requirements, user stories or implementation initiatives • Preferred: Experience with patient-facing or provider-facing healthcare workflows, including onboarding, consent, test requisition forms, financial access or ordering • Ability to work in a standard remote or office environment with prolonged periods of computer and video-conference work

🏖️ Benefits

• Equal opportunity employer dedicated to building an inclusive and diverse workforce • Standard remote or office work environment