Mgr, Supply Chain Customer Experience

Additional Information About the Role

Barnes Jewish Hospital is seeking a Supply Chain Customer Experience Manager who will oversee and build out the website intake and contact center support team.

The purpose of the Supply Chain Customer Experience Manager is to bridge the gap between clinical operations and supply chain logistics by designing and managing a seamless, multi-channel engagement platform for healthcare providers. This position leads a dedicated service team in resolving complex supply chain issues while optimizing workflows to ensure rapid response times and high-quality service delivery. Ultimately, the role is responsible for enhancing clinical satisfaction and operational efficiency across the health system by utilizing data-driven insights and targeted communications to improve the overall customer experience.

• Architecture, design and maintain a unified, multi-channel intake system (digital, voice, chat, text) to deliver seamless supply chain support to clinical team across all regions. Engineer standardized workflows and SOPs to meet Service Level Agreement (SLA) targets and maximize First Contact Resolution (FCR) rates for clinical end-users.
• Develop and implement standardized SOPs, KPIs, and work design for 2-bin Kanban supply rooms; train supply operations leaders to engineer compliant rack and bin layouts within existing space constraints and to produce standardized requirement documentation; and partner with system-level planning teams to support par room compliance, conversion strategies, and ongoing supply room maintenance.
• Create and maintain self-service knowledge articles and reference content that clearly articulate supply chain functions and processes for clinical stakeholders; collaborate with internal development teams to design and deliver digital-first workflows that enable supply chain partners to independently identify, resolve, and prevent operational exceptions.
• Drive system-wide transparency by translating complex clinical supply chain needs into targeted communication strategies and digital content, proactively addressing stakeholder requirements.
• Establish qualitative feedback mechanisms and quantitative metrics, including Net Promoter Scoring (NPS), to evaluate the holistic health of the customer experience and drive continuous improvement initiatives.

• Education – Bachelor’s Degree (Business/Supply Chain/Health Care/related)
• Experience – 5–10 years
• Supervisor Experience – 2–5 years

• Education – Master’s Degree
• Experience – 10+ years
• Supervisor Experience – 5–10 years

• Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date
• Disability insurance
  * paid for by BJC
• Annual 4% BJC Automatic Retirement Contribution
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

* Not all benefits apply to all jobs

For more information, see our Benefits Summary.

Equal Opportunity Employer