Manager of Customer Experience I

Overview: In this role you lead the strategy and execution to optimize the patient experience across the journey—from intake to follow-up. You partner with clinical and operations leaders to create seamless, compassionate care, guided by patient feedback and experience metrics. You supervise Guest Services and Volunteer Services, driving service excellence and staff development. This position supports The Heart Hospital South and acts as a trusted advisor to leaders, embedding continuous improvement and accountability to elevate patient trust and loyalty. Compensation / Benefits Health and welfare benefits with immediate eligibility 401(k) with dollar-for-dollar match up to 5%Tuition reimbursementPTO accrual from Day 1Responsibilities Develop project plans and roadmaps with cross-functional teams to implement strategic recommendations Manage daily activities to meet KPIs and goals; delegate and track progress Identify dependencies, risks, and obstacles and escalate when needed Lead problem-solving on delivery, design, and strategic issues with the team Engage stakeholders across patient experience deliverables and cross-functional functions Explore new data sets, perform analyses, and apply findings to drive change Prepare recommendations, process maps, data analyses, and research findings Structure complex operational issues and develop actionable recommendations Coordinate with patient experience and cross-functional teams Develop and present patient experience metrics and improvement strategies to leadership Oversee patient experience journey for The Heart Hospital South Partner with CX Director to unlock journey potential Demonstrate understanding of healthcare landscape and patient experience metrics Provide oversight of Guest Relations and Volunteer Services to ensure consistent, welcoming service