Customer Experience Program Manager

Site: Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

The Opportunity

Reporting to the Executive Director, Customer Experience, the Customer Experience Program Manager is responsible for bringing a consistent focus to Mass General Brigham's HR Operations and Technology team's service delivery and customer experience. This REMOTE role will collaborate across the HR Operations and Technology team to enable the continued maturity of the HR Operating model, drive execution of program and project activities, and advance a culture of continuous improvement through the identification of improvements and/or efficiencies with the goal of delivering best-in-class customer experience.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Lead program/project(s) through oversight, guidance, and direction of plan deliverables and actions.
• Lead the assessment and documentation of the business processes to determine how to reduce rework, improve quality, improve efficiency, and optimize customer experience.
• Partner and drive the development of improvement initiatives, scoping and objectives, ensuring technical and operational feasibility of continuous improvement initiatives.
• Implement strategies to boost customer satisfaction and retention.
• Develop and refine customer sentiment reporting mechanisms.
• Initiate programs that greatly improve agent performance by leveraging technology (AI, automation, process redesign).
• Collaborate across the organization to support business process needs specific to projects, and/or the introduction of new services.
• Derive customer insights from performance metrics and feedback to support continuous improvement and employee value proposition.
• Drive the development and validation of current and future state end-to-end processes, standard work, and process flows while ensuring all stakeholders clearly understand.
• Understand process dependencies, compliance, and controls while ensuring issues and risks are tracked, shared, and understood by key stakeholders.
• Manage key operational controls and compliance activities and standards, to include business continuity and disaster recovery plans, operational standards, escalation process, defect management, audit requests, and operational standards.

Qualifications

Education

Bachelor's Degree Related Field of Study required

Can this role accept experience in lieu of a degree?

Yes

Licenses and Credentials

Experience

Demonstrated leadership experience in HR Shared Services, HR Generalist and/or HR Business Partner roles in large complex organizations 5-7 years required

Knowledge, Skills, and Abilities

• Proven program and project management experience required.
• Strong working experience in the customer experience or customer success field is preferred.
• Strong knowledge of Lean and/or Six Sigma principles preferred.
• Strong knowledge of HR functional processes, HR systems, technologies, and proven analytical skills.
• Working knowledge of Workday, ServiceNow, and automations preferred.
• Experience in ServiceNow performance and user analytics preferred.
• Proficiency in CRM software and customer support tools preferred.
• Strong leadership and organizational skills with demonstrated experience measuring progress against goals and achieving stated outcomes.
• Strong interpersonal skills to effectively build strong relationships with team, customers, colleagues, and third parties.
• Ability to be agile and comfortable managing through shifting and competing priorities.
• Requires minimal direction from leadership and possesses the ability to learn quickly.
• Ability to work effectively in a high-pace and deadline-driven atmosphere.
• Effective communication skills (written and oral) with all levels of the organization

Additional Job Details (if applicable)

• Occasional travel to Mass General Brigham sites.

Remote Type

Remote

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.