National Customer Excellence Manager

🕒 May 29

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Daniels Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

⚕️ Healthcare Insurance

📋 Compliance

Healthcare Insurance • Sustainability • Compliance

Daniels Health is a company that specializes in providing medical waste disposal solutions. With over 20 years of experience, Daniels Health is an industry leader in sustainable container design and robotic washing technology, focusing on safety, infection control, and environmental sustainability in healthcare settings. Their comprehensive waste management services include disposal solutions for medical waste, sharps, chemotherapy, pharmaceutical waste, and hazardous substances. Serving a wide range of healthcare facilities, from small clinics to large hospitals, Daniels Health is committed to minimizing risk, enhancing safety, streamlining processes, and ensuring compliance with regulations while promoting environmental sustainability.

📋 Description

• Own and drive CX strategic initiatives from start to finish, including defining the problem, building the approach, and seeing it through to implementation. • Own the Voice of Customer program nationally, synthesizing NPS results, case trends, and field intelligence from the regional team into a clear picture of where the customer experience stands and where it needs to go. • Lead the NPS program nationally, including survey cadence, result analysis, trend reporting, and action planning. • Work with the BI and Analytics team to develop customer insights including churn analysis, DIFOT correlation, and at-risk account identification. Translate data into recommendations the business can act on. • Build and maintain a view of account health across the portfolio, flagging at-risk accounts before they become retention problems. • Develop and maintain the acquisition integration playbook for CX, defining what the team does in the first 30, 60, and 90 days when a new market comes online. • Lead, develop, and set expectations for the Regional Customer Excellence Business Partners across all regions. • Build consistency across the regional team in how they engage with customers, hold internal teams accountable, and communicate. As new regions are added, ensure each CXBP is set up to operate to the same standard. • Support the hiring and onboarding of new Regional CXBPs as the function grows. • Act as an escalation point when issues cannot be resolved at the regional level. • Serve as the senior CX point of contact for cross-functional partners on anything customer-facing that requires national coordination. • Work across functions to identify and address systemic issues affecting the customer experience, particularly when the root cause sits outside CS. • Contribute to cross-functional process improvement initiatives with a clear focus on customer impact. • Deliver regular reporting to the Director of Customer Experience on regional performance, customer trends, churn risk, and strategic initiative progress. • Ensure the regional team is maintaining accurate records and using CX tools and processes consistently.

🎯 Requirements

• 7 to 10 years of experience in customer experience, customer service operations, or a related customer-facing operations role. • Comfortable working without close direction and building plans from scratch. • Experience leading geographically distributed teams. • Comfortable working with BI and analytics teams to shape analysis and interpret results in a business context. • Strong written and verbal communication skills, with the ability to influence across functions and levels. • High proficiency in Salesforce and Microsoft Office Suite. • Experience in logistics, healthcare, or regulated service industries desirable but not required.

🏖️ Benefits

• medical, dental, and vision insurance • retirement savings plans with company match contributions • paid vacation and sick time • wellness resources • life insurance • professional development opportunities