Execute end-to-end customer journey mapping across OneHUB touchpoints for patients, HCPs, and other customers.
Translate journey mapping findings and performance data into prioritized improvement initiatives.
Design and implement process and workflow improvements that enhance speed, clarity, and ease of engagement.
Partner with technical and system owners to support enhancements to platforms (e.g., CRM, case management, workflow tools) that enable improved customer experience.
Work across OneHUB Operations and Pillar Teams to understand evolving business needs and ensure improvement initiatives reflect frontline realities.
Establish and sustain a structured continuous improvement framework.
Track implementation outcomes to ensure realized performance gains.
Foster a culture of accountability, data-driven decision making, and customer-centric thinking within OneHUB.

Bachelor’s degree required.
5-7 years of experience in patient services, contact center operations, customer experience, commercial operations, or related functions.
Demonstrated experience driving operational and customer experience improvements tied to measurable outcomes.
Strong understanding of service performance metrics and workflow optimization.
Experience partnering with technology teams (e.g., CRM, workflow systems) on enhancements or implementations.
Proven ability to lead cross-functional initiatives in a matrixed environment.
Strong analytical and problem-solving skills with ability to translate insights into actionable plans.
Experience in healthcare, biopharma, or other regulated environments preferred.
Excellent stakeholder management, communication, and influence skills.

Manager/Sr. Manager, Customer Excellence

Key skills