{"schemaVersion":"jobsearcher.job.v1","id":"1b4c01bad3b0d2bb8bc4d816","url":"https://jobsearcher.com/jobs/1b4c01bad3b0d2bb8bc4d816","canonicalUrl":"https://jobsearcher.com/jobs/1b4c01bad3b0d2bb8bc4d816","title":"Associate Manager, Customer Experience","description":"We are more than a health system. We are a belief system.We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.\r\nJob Description SummaryThe Manager, Customer Experience leads day to day departmental operations to deliver a high quality, consistent customer experience. This role adapts plans to operational challenges, uses analytics to drive performance improvement, and fosters a culture of continuous improvement and accountability.\r\nResponsibilities And DutiesLead daily operations of the customer experience department to ensure consistent, high‑quality service delivery.\r\nManages the adherence of standard work and operational compliance applicable to roles and responsibilities within the department.\r\nSets daily priorities to ensure service coverage and task completion.\r\nProblem solving guided by policies and procedures; escalates complex issues, when appropriate.\r\nOversee frontline customer experience operations and shift coverage\r\nCollaborate with cross‑functional partners to address service barriers and support organizational initiatives.\r\nMonitor daily service metrics and patient feedback, maximizing the use of customer service tools and programs for enhanced patient experience.\r\nSupport service recovery and resolve routine complaints\r\nCoordinate rounding and visitor management activities\r\nAssists with the implementation of strategies into actionable plans that address operational challenges and emerging customer needs.\r\nAssists to drive improvement in key performance indicators (KPIs) including experience scores, service recovery, and employee engagement.\r\nUses customer analytics to identify performance trends, recommending improvement plans and implementing changes.\r\nMay manage departmental budgets, staffing models, and operational resources.\r\nCoach associates on service excellence behaviors and hospitality standards\r\nCoach and develop team members, promoting a positive, customer‑centric culture.\r\nMercer Skills & Proficiency Tiers\r\nService Orientation: Foundational – Consistently models service standards; resolves routine issues.\r\nOperational Execution: Foundational – Executes daily workflows and staffing plans.\r\nTeam Supervision: Applied – Provides coaching and performance feedback.\r\nConflict Resolution: Applied – Manages routine service concerns independently.\r\nStrategic Thinking – Applied\r\nPerformance Management – Advanced\r\nCustomer Analytics – Applied\r\nFinancial Acumen – Applied\r\nMeasurable Indicators\r\nAchievement of annual customer experience KPIs.\r\nImprovement in service recovery cycle time.\r\nEmployee engagement & retention.\r\nBudget accuracy and operational cost efficiency.\r\nAchievement of annual experience KPIs\r\nEmployee engagement and retention metrics\r\nService recovery turnaround time\r\nBudget adherence and financial performance\r\nAs a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.\r\nThe job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.\r\nMinimum QualificationsBachelor's Degree\r\nAdditional Job DescriptionSPECIALIZED KNOWLEDGEStrong operational problem‑solving and prioritization skills.\r\nAbility to interpret and communicate data insights.\r\nExcellent communication and interpersonal skills.\r\nAbility to coach frontline staff and build high‑performing teams.\r\nWorking knowledge of budgeting and staffing processes.\r\nWork ShiftDay\r\nScheduled Weekly Hours40\r\nDepartmentCustomer Experience Office\r\nJoin us!\r\nif your passion is to work in a caring environment\r\nif you believe that learning is a life-long process\r\nif you strive for excellence and want to be among the best in the healthcare industry\r\nEqual Employment Opportunity\r\nOhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment#J-18808-Ljbffr","company":"Socket","rawCompany":"socket","city":"Columbus","state":"OH","isRemote":false,"isActive":false,"createdAt":"2026-08-09T01:19:31.539Z","occupations":[{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"11-9111.00","title":"Medical and Health Services Managers","slug":"medical-and-health-services-managers"},{"code":"39-1022.00","title":"First-Line Supervisors of Personal Service Workers","slug":"first-line-supervisors-of-personal-service-workers"}],"industries":[{"code":"622110","title":"General Medical and Surgical Hospitals","slug":"general-medical-and-surgical-hospitals"},{"code":"621498","title":"All Other Outpatient Care Centers","slug":"all-other-outpatient-care-centers"},{"code":"621420","title":"Outpatient Mental Health and Substance Abuse Centers","slug":"outpatient-mental-health-and-substance-abuse-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Associate Manager, Customer Experience","description":"We are more than a health system. We are a belief system.We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.\r\nJob Description SummaryThe Manager, Customer Experience leads day to day departmental operations to deliver a high quality, consistent customer experience. This role adapts plans to operational challenges, uses analytics to drive performance improvement, and fosters a culture of continuous improvement and accountability.\r\nResponsibilities And DutiesLead daily operations of the customer experience department to ensure consistent, high‑quality service delivery.\r\nManages the adherence of standard work and operational compliance applicable to roles and responsibilities within the department.\r\nSets daily priorities to ensure service coverage and task completion.\r\nProblem solving guided by policies and procedures; escalates complex issues, when appropriate.\r\nOversee frontline customer experience operations and shift coverage\r\nCollaborate with cross‑functional partners to address service barriers and support organizational initiatives.\r\nMonitor daily service metrics and patient feedback, maximizing the use of customer service tools and programs for enhanced patient experience.\r\nSupport service recovery and resolve routine complaints\r\nCoordinate rounding and visitor management activities\r\nAssists with the implementation of strategies into actionable plans that address operational challenges and emerging customer needs.\r\nAssists to drive improvement in key performance indicators (KPIs) including experience scores, service recovery, and employee engagement.\r\nUses customer analytics to identify performance trends, recommending improvement plans and implementing changes.\r\nMay manage departmental budgets, staffing models, and operational resources.\r\nCoach associates on service excellence behaviors and hospitality standards\r\nCoach and develop team members, promoting a positive, customer‑centric culture.\r\nMercer Skills & Proficiency Tiers\r\nService Orientation: Foundational – Consistently models service standards; resolves routine issues.\r\nOperational Execution: Foundational – Executes daily workflows and staffing plans.\r\nTeam Supervision: Applied – Provides coaching and performance feedback.\r\nConflict Resolution: Applied – Manages routine service concerns independently.\r\nStrategic Thinking – Applied\r\nPerformance Management – Advanced\r\nCustomer Analytics – Applied\r\nFinancial Acumen – Applied\r\nMeasurable Indicators\r\nAchievement of annual customer experience KPIs.\r\nImprovement in service recovery cycle time.\r\nEmployee engagement & retention.\r\nBudget accuracy and operational cost efficiency.\r\nAchievement of annual experience KPIs\r\nEmployee engagement and retention metrics\r\nService recovery turnaround time\r\nBudget adherence and financial performance\r\nAs a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.\r\nThe job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.\r\nMinimum QualificationsBachelor's Degree\r\nAdditional Job DescriptionSPECIALIZED KNOWLEDGEStrong operational problem‑solving and prioritization skills.\r\nAbility to interpret and communicate data insights.\r\nExcellent communication and interpersonal skills.\r\nAbility to coach frontline staff and build high‑performing teams.\r\nWorking knowledge of budgeting and staffing processes.\r\nWork ShiftDay\r\nScheduled Weekly Hours40\r\nDepartmentCustomer Experience Office\r\nJoin us!\r\nif your passion is to work in a caring environment\r\nif you believe that learning is a life-long process\r\nif you strive for excellence and want to be among the best in the healthcare industry\r\nEqual Employment Opportunity\r\nOhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment#J-18808-Ljbffr","datePosted":"2026-08-09T01:19:31.539Z","dateModified":"2026-08-09T01:19:31.539Z","hiringOrganization":{"@type":"Organization","name":"Socket","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Columbus","addressRegion":"OH","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"1b4c01bad3b0d2bb8bc4d816"},"url":"https://jobsearcher.com/jobs/1b4c01bad3b0d2bb8bc4d816"}}