Manager, Customer Experience

Baylor Genetics

. Own the Engage & Initiate value-stream strategy, roadmap and improvement portfolio from initial patient or provider engagement through a complete, actionable order .

Posted 10/28/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer journey strategies and value-stream improvement portfolios, with a strong focus on cross-functional collaboration and stakeholder alignment. Proficient in translating complex business and customer needs into actionable requirements and process changes within a regulated healthcare environment.

Highest-signal resume keywords

Customer Journey ManagementValue-Stream Strategy OwnershipCross-Functional CollaborationStakeholder AlignmentProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business Requirements TranslationUser Story DevelopmentWorkflow Process ChangesImplementation ActionsChange ManagementStrategic TransformationEnterprise Process ImprovementPerformance MonitoringSuccess Measures EstablishmentOperational Data Analysis

Soft Skills

Written CommunicationVerbal CommunicationFacilitationOrganizational SkillsPrioritization

Industry Keywords

Healthcare OperationsClinical CareDiagnosticsLaboratory OperationsRegulatory CompliancePatient EngagementProvider EngagementCustomer ExperienceJourney DirectorsVoice of Customer

About the role

Key responsibilities & impact

Own the Engage & Initiate value-stream strategy, roadmap and improvement portfolio from initial patient or provider engagement through a complete, actionable order
Partner with patient and provider Journey Directors to align roadmaps with end-to-end journey strategies and outcomes
Prioritize initiatives across provider onboarding, education, consent, requisition forms, order documentation, financial access, ordering workflows and early-order support
Gather and translate patient, provider and business needs into business requirements, user stories, workflow or process changes and acceptance criteria
Drive cross-functional alignment on priorities, investments, sequencing, decisions, ownership and handoffs across Commercial, Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology and Marketing
Establish success measures with the CX Research & Measurement Lead and use customer research, Voice of Customer feedback and operational data to identify opportunities
Lead improvement initiatives from discovery through implementation, adoption and post-launch evaluation
Manage workplans, dependencies, risks, decisions, deadlines, change impacts and implementation readiness
Represent the value stream in planning, prioritization and governance discussions and present recommendations, tradeoffs, risks and progress to CX and senior leaders
Monitor initiative performance and customer outcomes, identifying issues and adjusting or escalating the roadmap when goals are at risk
Work within clinical, legal, compliance, privacy, commercial and operational boundaries
Follow Baylor Genetics policies, procedures and applicable regulatory requirements
Perform other job-related duties as assigned

Requirements

What you’ll need

Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, project or program management, or a related field
Eight or more years of experience in customer experience, service design, consulting, product management, healthcare operations, journey management, enterprise process improvement or a related discipline
Demonstrated experience owning a customer journey or value-stream strategy, roadmap and improvement portfolio
Experience leading strategic transformation, customer journey management or enterprise process improvement programs across multiple functions
Demonstrated ability to influence senior leaders, align stakeholders and drive decisions and outcomes without direct authority
Demonstrated ability to translate customer and business needs into clear requirements, user stories, workflow or process changes, acceptance criteria and implementation actions
Strong business judgment, prioritization, written and verbal communication, facilitation, change-management and organizational skills, with the ability to manage multiple priorities and complex dependencies
Preferred: Experience in clinical care, diagnostics, laboratory operations or another highly regulated, detail-intensive environment
Preferred: Experience delivering complex work under tight deadlines in partnership with project or program managers
Preferred: Experience partnering with Technology or digital product teams to translate patient and provider needs into business requirements, user stories or implementation initiatives
Preferred: Experience with patient-facing or provider-facing healthcare workflows, including onboarding, consent, test requisition forms, financial access or ordering
Ability to work in a standard remote or office environment with prolonged periods of computer and video-conference work

Benefits

Comp & perks

Equal opportunity employer dedicated to building an inclusive and diverse workforce
Standard remote or office work environment