Associate Manager, Customer Experience

Associate Manager, Customer Experience OhioHealth

• 3.

8 Columbus, OH Job Details Full-time 12 hours ago Qualifications Bachelor's degree Full Job Description We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more

• in our careers and in our communities.

Job Description Summary:

The Manager, Customer Experience leads day to day departmental operations to deliver a high quality, consistent customer experience. This role adapts plans to operational challenges, uses analytics to drive performance improvement, and fosters a culture of continuous improvement and accountability.

Responsibilities And Duties:

Lead daily operations of the customer experience department to ensure consistent, high‑quality service delivery. Manages the adherence of standard work and operational compliance applicable to roles and responsibilities within the department. Sets daily priorities to ensure service coverage and task completion. Problem solving guided by policies and procedures; escalates complex issues, when appropriate. Oversee frontline customer experience operations and shift coverage Collaborate with cross‑functional partners to address service barriers and support organizational initiatives. Monitor daily service metrics and patient feedback, maximizing the use of customer service tools and programs for enhanced patient experience. Support service recovery and resolve routine complaints Coordinate rounding and visitor management activities Assists with the implementation of strategies into actionable plans that address operational challenges and emerging customer needs. Assists to drive improvement in key performance indicators (KPIs) including experience scores, service recovery, and employee engagement. Uses customer analytics to identify performance trends, recommending improvement plans and implementing changes. May manage departmental budgets, staffing models, and operational resources. Coach associates on service excellence behaviors and hospitality standards Coach and develop team members, promoting a positive, customer‑centric culture.

Mercer Skills & Proficiency Tiers Service Orientation:

Foundational

• Consistently models service standards; resolves routine issues.

Operational Execution:

Foundational

• Executes daily workflows and staffing plans.

Team Supervision:

Applied

• Provides coaching and performance feedback.

Conflict Resolution:

Applied

• Manages routine service concerns independently. Strategic Thinking
• Applied Performance Management
• Advanced Customer Analytics
• Applied Financial Acumen
• Applied Measurable Indicators Achievement of annual customer experience KPIs.

Improvement in service recovery cycle time. Employee engagement & retention. Budget accuracy and operational cost efficiency. Achievement of annual experience KPIs Employee engagement and retention metrics Service recovery turnaround time Budget adherence and financial performance As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties. The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.

Minimum Qualifications:

Bachelor's Degree Additional Job Description:

SPECIALIZED KNOWLEDGE

Strong operational problem‑solving and prioritization skills. Ability to interpret and communicate data insights. Excellent communication and interpersonal skills. Ability to coach frontline staff and build high‑performing teams. Working knowledge of budgeting and staffing processes.

Work Shift:

Day Scheduled Weekly Hours :

40 Department Customer Experience Office Join us! ... if your passion is to work in a caring environment ... if you believe that learning is a life-long process ... if you strive for excellence and want to be among the best in the healthcare industry Equal Employment Opportunity OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment