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Manager, Customer Experience – Order to Result
Baylor Genetics. Own the Order to Result value-stream strategy, roadmap and improvement portfolio .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer journey strategies and value-stream improvement portfolios, with a strong focus on aligning business requirements and stakeholder needs. Proven ability to lead cross-functional initiatives and drive strategic transformation in highly regulated environments.
Highest-signal resume keywords
Customer Journey ManagementValue-Stream StrategyEnterprise Process ImprovementStakeholder AlignmentChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business Requirements TranslationWorkflow Process ChangesUser Stories DevelopmentOperational Data AnalysisSuccess Measures EstablishmentProject ManagementStrategic Transformation LeadershipInitiative Performance MonitoringRisk ManagementImplementation Readiness
Soft Skills
Written CommunicationVerbal CommunicationFacilitationOrganizational SkillsInfluencing Senior Leaders
Industry Keywords
Healthcare AdministrationCustomer ExperienceService DesignClinical CareLaboratory OperationsRegulatory CompliancePatient-Facing WorkflowsProvider-Facing WorkflowsHuman-Centered DesignJourney Management
About the role
Key responsibilities & impact- Own the Order to Result value-stream strategy, roadmap and improvement portfolio
- Align the value-stream roadmap with end-to-end patient and provider journey strategies
- Prioritize initiatives across prior authorization, financial holds, kit fulfillment, sample collection and shipment, laboratory receipt, sample issues, testing status, turnaround-time communication and result finalization
- Serve as business owner for customer experience requirements and improvements
- 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
- Establish value-stream success measures 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
- Present recommendations, tradeoffs, risks and progress to CX and senior leaders
- Monitor initiative performance and customer outcomes; adjust or escalate the roadmap when goals are at risk
- Work within clinical, legal, compliance, privacy and operational boundaries
- 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
- Ability to influence senior leaders, align stakeholders and drive decisions and outcomes without direct authority
- Ability to translate customer and business needs into business 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
- Ability to manage multiple priorities and complex dependencies
- 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 preferred
- Experience with patient-facing or provider-facing healthcare workflows preferred
- Must follow Baylor Genetics policies, procedures and applicable regulatory requirements
Benefits
Comp & perks- Equal opportunity employer committed to an inclusive and diverse workforce
- Standard remote or office work environment
- Remote work arrangement