Senior Manager, Customer Success Strategy
Lenexa, Kansas
At a glance
Every day, our team of compassionate and collaborative people use their talents and experience to move the healthcare industry forward. By joining us in a Customer and Client Services role, you’ll have a vital part to play in creating positive change by strengthening and growing our internal and external customer relationships. In turn, we can offer you the chance to grow professionally through our learning and development opportunities, tuition reimbursement, and so much more.
“So the best part of my job working at Quest Diagnostics would have to be knowing that I’m contributing to someone’s well-being.”
- Carlos Castro, Customer Care Representative
Success profile
What makes a successful candidate? See if you have what it takes.
- Collaborative
- Compassionate
- Curious
- Proactive
- Problem solver
- Relationship expertise
See how your career can grow
At Quest, we invest in our people by offering ongoing training and development courses that cater to the wide variety of jobs at our organization. You can move easily across our company and take on more challenges based on your strengths and interests. All employees can work in many different departments and we like to promote from within. Here is just one example of a career path you can take.
- Client Service Representative Client Service Representative
- Sr. Client Service Representative Sr. Client Service Representative
- Client Service Group Lead or Trainer Client Service Group Lead or Trainer
- Client Service Supervisor Client Service Supervisor
- Additional Advancement Opportunities Additional Advancement Opportunities
Job Details
Job Description
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 Work Experience:
- 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
47809
Quest Diagnostics honors our service members and encourages veterans to apply.
While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.
Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.
Culture
We’ve built a welcoming workplace where all people are inspired to learn, develop and progress in their careers. There’s a broad range of opportunities, so you can explore many career paths in one company. There’s resources to help you build a fulfilling life and rewarding career. There’s training and development to align your work with your business success. No wonder there’s more to discover at Quest.
Learn moreBenefits
We’re committed to helping our people live a healthier lifestyle. One way we do this is by offering a comprehensive total rewards package, so you can take care of yourself and the ones you love. Find out how our benefits provide you with everything you need to thrive—now and in the future.
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Medical, supplemental health, dental, and vision
From medical, dental, and vision coverage plans designed to meet your needs, to supplemental health plans for an additional layer of financial protection, you can rest assured that your health is high on our agenda.
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Annual incentive plans
All eligible employees are invited to participate in our success in our annual incentive bonus plan payout.
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Virtual work options
Quest Virtual Model allows eligible Quest employees to work either a hybrid schedule (two to three days from home per workweek), a near-site schedule (primarily from home with occasional work in a Quest office), or fully remote. Decisions are made on a case-by-case basis with the employee’s manager and HR Business Partner.
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Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any any other legally protected status . Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.
Quest Diagnostics is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please complete the accommodation request form.