Job Description

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

The Center of Excellence Customer Experience Director, establishes and drives a continuous feedback loop for complex processes, capabilities, and / or tools utilized by the customer experience [CX] operational teams and clients. Leveraging an expert understanding of assigned portfolio and associated business rules, performance requirements, risks, and controls and interactions between dependencies, minimizes risk of operational failures, eliminates redundancies, and drives performance necessary to achieve efficient, effective execution. Supporting alignment of process, capability and / or tools to overall experience strategy and vision, proactively collaborates with enterprise partners combining thought leadership and influence to drive the development, delivery, and optimization of frictionless experiences for internal and external customers.

Your role in our mission

• Serve as subject matter expert overseeing the operational health and value of assigned portfolio of functional processes, capabilities, and tools by monitoring key performance indicators, and informing stakeholders of deficiencies, recommending improvements, identifying, and mitigating operational performance risks / issues, etc. – driving collaborative efforts to ensure seamless experiences and realization of ROI against CX requirements.
• Apply expert knowledge of functions within portfolio and serve as subject matter expert on efforts to ideate, develop, implement, and optimize business deliverables specific to processes, capabilities, and tools to materially change and improve business performance.
• Demonstrated ability to learn and adjust based on feedback and make decisions based on client needs. Seek out and use different ideas and viewpoints. Design from the customer point of view. Think beyond a single interaction - design, deliver and support great end-to-end experiences.
• Provide diverse perspective to leverage multiple ways of thinking while continuously evolving end-user [client and / or employee] solutions specific to functional processes, capabilities, and tools.
• Proactively monitor, measure, and manage business operational risk associated with processes, capabilities, and tools utilization using established methodologies and exercising front line control plans to ensure alignment with business unit specific requirements, process requirements, and business needs.
• Establish continuous feedback loops to improve the flow of transactions and propel frictionless experiences.
• Develop and deliver proactive communication plans for customers, employees, and internal stakeholders. Ensure alignment and provide hands on support day-to-day operations, DDI and project partners.
• Utilize reporting, data, and analytics to continuously measure process, capability, and tool performance, deliver ongoing process operational efficiencies, and inform key stakeholders.
• Initiate, research, and develop content to contribute to a shared knowledge database to facilitate response consistency and to document more complex issue resolution.
• Monitors customer inquiries for a specific functional area, tracks progress and resolution of escalated inquiries, problems that are severe, repetitive, or that exceed performance or service level targets.
• Conducts quality review of all functional area trouble tickets and provides additional staff training if required and consults with management and/or business organization management to develop/implement appropriate response/resolutions for more complex issues.

What we're looking for

• Bachelor’s degree, or 4 years of related experience may be substituted in lieu of degree.
• 9 years business experience: customer experience operations, optimization management of process, capabilities, and/or tools.
• Expert ability to influence and deliver tactical and strategic program plans for assigned portfolio that align with CX and enterprise strategy.
• Strong experience in the application of management standards and policies, implementation, and performance sustainment of change specific to processes, capabilities, and tools.
• Strong attention to detail, with demonstrated experience utilizing various systems to collect and analyze data.
• Expert MS Office experience, specifically to Excel and PowerPoint.

What you should expect in this role

• Fully remote role with annual travel possible up to 25%.
• Accountability for multiple, complex functional processes, capabilities, and/or tools.
• Responsibility for driving improved internal and external client satisfaction and propelling operational excellence.
• Autonomy, authority, and accountability to shape employee and client experiences. 
• Experience proactively identifying and managing operational and service risk and controls that stem from business process activities and tools utilized in day-to-day CX operations, such as CRM, Nice, Galileo, Gabby.
• Hands on experience with process mapping and modeling, creating, and validating process documentation and/or project management.
• Demonstrated experience with Lean and/or Agile methodologies.

This posting is intended for pipelining. We will accept applications on an ongoing basis.

The pay range for this position is $128,000 - $182,000 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is committed to a diverse, equitable, and inclusive workplace. We are proud to be an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

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