What are the responsibilities and job description for the Senior Manager, Customer Success Strategy position at Quest Diagnostics?
The Senior Manager, Customer Success Strategy will shape the future of customer success within Workforce Health Solutions (WHS) by driving transformation, innovation, and measurable impact. This role is accountable for advancing long-term strategies that enhance service quality, streamline processes, and reduce costs through automation, AI, and advanced analytics. The manager will lead digital transformation initiatives, ensure compliance with regulatory and company standards, and champion data-driven performance management to deliver sustainable business growth.
Reporting to the Senior Director of Customer Success, this leader will partner across functions to optimize operations, strengthen client relationships, and elevate the overall customer experience. The manager will collaborate with senior leadership, IT, process improvement partners to align priorities, implement enterprise strategies, and guide teams through complex transformation initiatives.
Location: Lenexa, KS
Work Schedule: Hybrid (3 days onsite/ 2 days work from Home)
Responsibilities:
- Partner with WHS leaders to demonstrate Customer Success value, strengthen client relationships, and drive growth.
- Create a comprehensive Customer Journey Map, leveraging internal subject matter experts for product, sales, customer onboarding and client experience.
- Lead digital transformation across Customer Success, aligning systems, vendors, and best practices with senior leadership.
- Improve service quality, productivity, and cost efficiency through technology, AI integration, and advanced analytics.
- Ensure compliance with industry regulations, company policies, and quality standards in all operations.
- Leverage data and AI to analyze performance metrics, identify opportunities, and implement improvement plans.
- Stay ahead of technology trends to optimize processes, enhance customer satisfaction, and scale operations.
- Direct critical transformation initiatives with IT, Business Transformation, and WHS leaders to solve complex challenges and meet evolving business needs.
- Lead, mentor, and inspire a diverse team to achieve performance goals and deliver exceptional customer experiences.
- Advocate for the customer, informing sales strategies, shaping products and operational roadmaps, and driving continuous improvement.
- Oversee initiatives that deliver measurable customer service improvements across business units.
- Foster a high-performance, values-driven culture that balances company-wide objectives with local operational needs.
Qualifications:
Required WorkExperience:
- 5-10 years of progressive management experience in customer-facing operations.
- 5 experience delivering projects with high IT and vendor dependencies.
Preferred Work Experience:
- Prior experience in a highly regulated healthcare environment preferred
- Prior experience applying Continuous Improvement, LEAN, ISO Standards or Blackbelt Tools to drive process improvement.
- Currently no direct reports planned, may lead a team in the future
Skills:
- Proven ability to manage multiple projects and people, especially in an organizational matrix.
- Demonstrated project management excellence.
- Demonstrated ability to interface effectively with all levels of staff and management - frontline, local, regional, national and corporate leadership, as well as medical professionals.
- Excellent verbal and written communication, including presentation skills that allow this person to communicate a compelling vision
- Strong organizational, interpersonal, political, strategic and tactical skills.
- Strategic thinking, technical savvy, and strong analytical skills.
Education
- Bachelor's degree Required. Preferred in business administration.
- Master's Degree Preferred
- Six Sigma desired
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