[Hiring] Senior Manager, Customer Solutions @Quest Diagnostics

Role Description

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. This role emphasizes strategy execution—taking complex business challenges from concept through to scalable implementation.

• 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.
• Establish dynamic KPIs to address evolving business needs and architect robust strategy execution plans.
• Oversee standard and complex onboarding of accounts, Problem Resolution functions, and Customer retention activities.
• Act as Customer Advocate for process improvement and transformation change management.
• Oversee and guide team on large complex client integrations & onboardings.
• Partner with the Commercial Sales team, Client Services, Billing, IT, and all laboratory operations.
• Develop strategies utilizing Lean Six Sigma methodologies to address chronic problems.
• Accountable for written client communication, including drafting, editing, and compliance review.
• Ensure compliance with the established quality system and participate in monitoring and corrective action.
• Develop, coach, and mentor the Customer Solution function(s).
• 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 and onsite resources for new account onboarding.
• Support the Customer Business Review process for key customers.
• Oversee staff that executes customer reviews and analysis of account problems.
• Other duties as assigned.

Qualifications

• 6+ years of professional experience in customer service environments.
• 3+ years of direct people management and team leadership experience.
• 3+ years of direct, executive-level customer-facing experience.
• 3+ years leading operational excellence, change management, and large-scale transformation initiatives.
• Comprehensive understanding of clinical laboratory business models.
• Prior proven program/project management experience to lead complex end to end projects.
• Proven ability to translate Power BI/Tableau dashboard insights into actionable direction.
• Strong understanding linking operational metrics to financial P&L performance.
• Exceptional communication, writing, and presentation skills.
• Strong ability to work collaboratively across diverse, cross-functional, and virtual team environments.

Requirements

• PMP knowledge is required; PMP certification is strongly preferred.
• Proven ability to influence stakeholders and drive organizational change.

Benefits

• Travel Up to 25%.