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RD
Reforma Dermatology
Client Experience Manager
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What they do
A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
$70,374 / year median in New York
+13% projected growth
Job Description
Job Summary We're seeking a polished, organized, and people-first Client Experience Manager to help launch and then oversee front desk operations for both our medical practice and medspa. This is a unique opportunity to join before opening day and play a hands-on role in building processes, hiring and training staff, and shaping the client experience from the ground up. From a Mohs surgery consult to a medspa facial, you'll ensure every patient and client receives a five-star experience from day one. 2+ years of experience in a front desk, client experience, or office management role, ideally within a medical, dermatology, plastic surgery, or medspa setting Prior experience managing or supervising a team Comfort with ambiguity and building processes from scratch — this is a pre-opening role Exceptional interpersonal and communication skills, with a genuine passion for hospitality-level service Strong organizational skills and comfort managing multiple schedules, priorities, and personalities Experience with EMR/practice management and scheduling software (ModMed, Nextech, or similar a plus) Ability to stay calm, professional, and solutions-oriented in a fast-paced, startup-like environment A polished, professional presence that reflects the caliber of our practice Duties Help stand up front desk operations and workflows ahead of our October opening Oversee daily front desk operations for both the medical practice and medspa once open, ensuring efficient scheduling, check-in/check-out, and phone/email responsiveness Directly manage, hire, train, and support the front desk team and the aesthetician team Serve as a point of escalation for patient/client concerns, resolving issues with professionalism and warmth Build and monitor scheduling templates to optimize provider and aesthetician availability and minimize gaps or overbooking Partner with the Director of Operations on staffing, workflow design, and performance standards Establish consistent, high-touch client experience standards across all service lines (medical and aesthetic) Lead onboarding and training for new front desk and aesthetics staff Monitor and report on key front-desk metrics (no-show rates, scheduling efficiency, client satisfaction) Help develop and maintain compliance with practice policies and procedures across both business lines Foster a collaborative, positive team culture between clinical, medspa, and administrative staff from the outset