Sr Director, Customer Solutions -SE Region

• Define the overall vision and strategy for customer operations and develop short-term and long-term plans for implementing that vision.
• Collaborate with Commercial, Operations (patient services, logistics, lab operations, and billing), IT, and other functions to ensure a seamless and delightful experience for customers throughout their lifecycle with Quest.
• Work directly with each of the core leaders to define new standard process architecture / workflow that leads to step-function improvements in quality, cost, and customer satisfaction
• Implement/Maintain strong operational processes and metrics to manage any day-to-day issues or escalations.
• Develop and champion the end-to-end process and associated metrics for customer engagement to drive significant improvement in speed (quoting, winning, and onboarding), and the quality (onboarding/integration, and ongoing relationship) to drive growth and improvement in margins.
• Use of data and analytics techniques to proactively identify at-risk customers, and a robust cross-functional mechanism to address those concerns.
• Collaborate closely with the commercial team to provide the operational insights and inputs to effectively manage, strengthen and grow customer relationships, which is part of the commercial “own-the-dirt” strategy.
• With the IT Leadership team, define the system requirements, timing, and expense to automate / improve our current systems to enable any new workflows, and continuous improvement ideas.
• Define the overall sequencing of workflow changes that will result in simultaneous improvement in cost, quality, and customer satisfaction, with an eye towards generating near term cash flow and margin benefits.
• Develop infrastructure, strategy, tools and supporting materials, including training to support the Company's drive to improve the customer experience.
• Lead and act as an ambassador for transformation, cost excellence and process excellence across the SE region, enabling operational excellence, superior customer experience, and growth.
• Be comfortable driving big step changes (vs. incremental improvements), taking calculated risks, and a driver of innovation - but do it with process rigor, lean tools, system thinking, and risk management approaches. Especially have demonstrated strength in facilitating Change Acceleration process to get broad buy-in within the team, and with internal and external partners to drive adoption.
• Drive effective on-going communications throughout the organization on the amplified customer experience to help drive culture change.
• Build a high-performance team. Oversee the development of direct reports and ensure that an active succession plan is in place.
• The ability to lead hourly and salary employees with excellence.

• Bachelor's Degree is required; master's degree preferred.
• Minimum of 12 years professional experience at a management consulting firm or equivalent work setting, preferably with a focus on service operations within the healthcare industry.
• Strong internal relationships with key stakeholders at a senior management level required.
• Ability to communicate complex ideas to both team members and senior management.
• Strong listening, written and oral presentation skills suitable for C-Suite and external partner discussions.
• Ability to maneuver comfortably through complex policy, process, and organizational dynamics.
• Strong Project Leadership skills and Lean skills preferred.

Quest Diagnostics