Sr. Manager, Customer Solutions; Remote Midwest

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.

• 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 permanent end to end resolution.
• Accountable for written client communication. Including but not limited to: drafting, editing, ensuring compliance review, distribution, and correspondence filing when necessary
• Ensure compliance with the established quality system and actively participate in monitoring, corrective action and its effectiveness
• Develop, coach and mentor the Customer Solution function(s) and provide general supervision to ensure all tasks are completed accurately and on a timely basis.
• Ensure individual compliance with all company policies and government regulations.
• Participate on National Customer solutions best practice teams and implement best practices.
• Provide oversight for client visits.
• Provide onsite resources for new account customer onboarding, existing customer in-service activities and at-risk mitigation processes.
• Provide assistance with Regional Commercial post-Sales Academy training program.
• Develop and ensure delivery of client specific quality reports.
• Oversee the at-risk process to reduce account attrition (linking business unit with Sales and Corporate).
• Provide support for RFP and bid proposal processes.
• Align with Health Plan leadership to resolve grievances and implement required plan changes.
• Support the Customer Business Review process for key customers providing support as required.
• Oversee staff that executes customer reviews and analysis of account…