[Hiring] Director of Customer Experience and Implementation @R1 RCM

Role Description

The Director, Customer Experience & Implementation leads the Customer Engagement strategy and execution throughout the customer onboarding journey, partnering with Deployment, Operations, Customer Executives, Marketing, and Shared Services to deliver a seamless and differentiated experience from contract signature through stabilization. This role creates a high-touch onboarding model that builds customer confidence and supports long-term partnership success. Following implementation, the Director supports Enterprise Customer Engagement teams throughout the contract lifecycle through a white-glove framework that enhances the overall customer experience.

• Own the enterprise customer onboarding and customer experience strategy across all Enterprise customers, establishing standards, governance, and operating models from contract signature through lifecycle maturity.
• Serve as a senior point of contact for customer executives and key stakeholders during onboarding and implementation activities.
• Define and govern enterprise onboarding methodology, customer engagement standards, communication frameworks, and executive governance models across customer implementations.
• Facilitate customer readiness reviews and post-implementation assessments.
• Lead executive-level intervention strategies for high-risk customer relationships, driving enterprise alignment and sustainable resolution of systemic customer experience issues.
• Own onboarding and engagement outcomes, including NPS, KLAS impact, customer adoption, executive engagement, and implementation experience indicators.
• Establish enterprise-wide white-glove customer experience standards and governance across Enterprise and R37/Phare customer relationships.
• Partner with the VP and Customer Optimization & Satisfaction team on experience reviews and strategic business reviews with R1 executive stakeholders, including internal sentiment analysis for Customer Engagement teams.
• Partner with Marketing to create customer-facing materials, executive communications, and engagement campaigns.
• Lead enterprise customer experience improvement initiatives, directing cross-functional priorities and influencing operational, technology, and service investments.
• Develop strategies that improve retention, executive engagement, customer advocacy, and long-term partnership growth across R1 strategic accounts.
• Build and scale the Customer Experience function, including future leadership and organizational design responsibilities.
• Perform additional duties and responsibilities as assigned.

Qualifications

• Healthcare Revenue Cycle Management experience.
• Bachelor’s degree or an equivalent combination of education and experience.
• 10+ years of experience in customer onboarding, implementation, customer success, healthcare operations, consulting, or a related field.
• 10+ years of leadership experience managing teams and cross-functional initiatives.
• Proven success leading customer transitions, large-scale operational programs, or account management teams.
• Strong executive presence, communication, relationship management, and problem-solving skills.
• Ability to influence across a matrixed organization and manage multiple priorities simultaneously.
• Experience building customer experience, onboarding, or service delivery programs preferred.
• Experience partnering with customer executives and senior operational leaders preferred.
• Change management, Lean, Six Sigma, or project management certification preferred.

Requirements

• For this US-based position, the base pay range is $122,366.00 - $178,767.22 per year. Individual pay is determined by role, level, location, job-related skills, experience, and relevant education or training.
• This job is eligible to participate in our annual bonus plan at a target of 20.00%.

Benefits

• Opportunity to constantly learn, collaborate across groups, and explore new paths for your career.
• Chance to contribute, think boldly, and create meaningful work that makes a difference in the communities we serve around the world.
• Competitive benefits package.