Director, Support Operations

Memorial Hermann Health System

. Manage customer relationship management (CRM) for patients, families, and physicians at the hospital level .

Posted 11/10/2026full-timeKaty • Texas • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer relationship management (CRM) and process improvement to enhance patient and family experiences. Proven ability to lead cross-functional teams, analyze customer feedback, and implement initiatives that drive customer satisfaction and operational excellence.

Highest-signal resume keywords

Customer Relationship Management (CRM)Process ImprovementCustomer Satisfaction AnalysisTeam LeadershipCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceData AnalysisBudget ManagementProject CoordinationProcess Development

Soft Skills

Interpersonal SkillsOrganizational SkillsCommunication SkillsMentoringProblem-Solving

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Patient ExperienceHealthcare ManagementCustomer FeedbackService ImprovementQuality Standards

About the role

Key responsibilities & impact

Manage customer relationship management (CRM) for patients, families, and physicians at the hospital level
Develop and implement initiatives to drive behavior change, process improvement, and environmental changes based on customer needs
Work closely with the CEO and Memorial Hermann CRM team
Develop facility-specific objectives and goals to achieve customer satisfaction
Plan and coordinate programs to ensure excellent customer service
Develop improvement programs based on customer service needs
Analyze and interpret customer service surveys
Collaborate with directors, managers, and frontline staff to achieve desired outcomes
Report at departmental meetings, hospital and medical staff committees, and service lines
Collaborate with the CRM department on customer experience initiatives
Improve customer satisfaction measures and achieve organizational targets
Investigate, resolve, respond to, and prevent customer-related problems
Educate staff on complaint management, patient rights, and customer service
Support leadership with customer satisfaction surveys and process improvement
Lead and participate in cross-functional customer experience teams
Ensure customer service projects are completed on time and within budget
Present customer service modules and information to employees and hospital leadership
Implement people, process, and technology systems to enhance customer experience
Support accurate measurement of customer survey processes
Coordinate hospital-level membership programs and 222-CARE
Manage budgets, forecasts, expenses, contribution margin, FTEs, and corrective actions for negative variances
Ensure safe care and adherence to Memorial Hermann policies, procedures, standards, productivity, and quality requirements
Promote professional growth and development; serve as a preceptor, mentor, and resource
Model safe, caring, personalized, and efficient service experiences
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree
One (1) year of education, customer service or process improvement experience
Experience leading and managing multi-functional teams to improve processes
Excellent written, verbal, and listening communication skills
Excellent interpersonal and organizational skills
Experience using qualitative and quantitative consumer information to drive customer satisfaction

Benefits

Comp & perks

Commitment to employee care and support
Mandatory/continuing education
Professional growth and development opportunities
Mentorship and preceptor opportunities