Manager, Client Experience Resolution & Optimization (Medtech)

TL;DR

Manager, Client Experience Resolution & Optimization (Medtech): Leading the intake, triage, and resolution process for client-impacting issues within Client Services with an accent on governance, workflow standardization, and operational efficiency. Focus on building standardized routing processes, developing SOPs, and monitoring performance indicators to improve end-to-end client experience.

Location: Charlotte, Denver, or New York, USA

Salary: $120,000 - $150,000 USD

Company

Enterprise health technology company providing comprehensive PBM and health benefit management solutions to employers and health plans.

What you will do

• Build and manage standardized intake and routing processes for Client Services issues.
• Govern the triage, prioritization, and cross-functional coordination of operational challenges.
• Develop and maintain SOPs, workflows, and detailed documentation to support operations.
• Establish and monitor high-level performance indicators (KPIs) such as turnaround times and quality measures.
• Lead continuous improvement initiatives to simplify workflows and reduce recurring issues.
• Coach, mentor, and support the ongoing development of the CERO Analyst.

Requirements

• Bachelor’s degree.
• 5+ years of experience in client services, operations, or workflow/process management.
• Demonstrated success in establishing governance structures or managing intake workflows.
• Strong collaboration, communication, and organizational skills.
• Ability to manage complexity and problem-solve in a fast-paced environment.

Culture & Benefits

• Diverse and inclusive workplace celebrating employee differences.
• Equal employment opportunities across all protected characteristics.
• Opportunity to work on infrastructure designed to rebuild trust in the U.S. healthcare system.