Sr. Manager, Customer Solutions; Remote Midwest

About Department:

Customer Solutions

The Customer Solutions department in Quest Diagnostics is responsible for enhancing customer satisfaction, enable sustainable business growth, and contribute to better healthcare outcomes supporting customers covering 20 states and a wide variety of geographies. The department also supports commercial growth through expert services, seamless customer onboarding, service issue resolution, client account set up, customer long term relationship management, and the successful implementation and lifecycle management of diagnostic lab testing, software, and workflows.

With a strong emphasis on financial margin optimization, this department applies systems thinking, data analytics, digitization to identify improvement opportunities, drive evidence-based decision‑making, and ensure high‑impact service delivery. Lean Six Sigma methodologies are leveraged to lead continuous improvement, promote process standardization, and implement automation initiatives that increase efficiency, scalability, and consistency across operations.

We are seeking a highly analytical and results‑driven Senior Manager, Customer Solutions with strong discipline to lead strategic initiatives focused on revenue growth opportunities and margin improvement within the Customer Solutions Department. What distinguishes this senior leadership role is a heavy emphasis on strategy execution-taking complex business challenges from concept through to scalable implementation. This role is ideal for a strong leader who can guide the team on problem solving with a Continuous Improvement mindset who leverages advanced project management, business analysis, and data‑driven insights to drive operational excellence while delivering a world class customer service.

As a key influencer and change agent, you will partner extensively across cross‑functional teams-including Commercial, Billing, Laboratory Operations, IT, Patient Services, and Health Plans‑to deliver seamless solutions that support regional growth strategies, lead field support with Customer Solutions Resources, ultimately implementing strategies that elevate the Customer Experience, improve outcomes, and drive long‑term customer loyalty.

The Sr. Manager is largely remote but must reside within the US. Ideally, the Sr. Manager will reside near a major Quest hub, including Lenexa, KS, St. Louis, MS, Cincinnati, OH, Denver, CO, and Wood Dale, IL.

Duties and Responsibilities

• Strategically lead both internal and external facets of the new client onboarding end to end journey; continuously adapt the start‑up framework to balance client-specific flexibility with critical financial guardrails to maximize customer satisfaction while also maintaining KPIs and protecting operating margins.
• Establish dynamic KPIs to address evolving business needs and architect robust strategy execution plans to ensure the profitable, seamless integration of large, complex deals
• Oversee standard and complex onboarding of accounts, Problem Resolution functions, Customer retention activities and acts as Customer Advocate for process improvement and transformation change management in all aspects of operations.
• Oversee and guide team on large complex client integrations & onboardings while finding opportunities for digital transformation, operational excellence and customer satisfaction, at times directly lead them as needed.
• Partner with the Commercial Sales team, Client Services, Billing, IT ,and all laboratory operations to Logistics to establish relationships and problem‑solving processes that are seamless to the external customer.
• Develop strategies,utilizing Lean Six Sigma methodologies where applicable,to address chronic problems to facilitate…