Vice President, National Customer Service & Solutions

Job Description

The Vice President of Customer Service and Solutions will lead the national customer service and solutions organization of 1,000+ team members supporting millions of customers across the United States. This executive will set the strategic direction, operational standards, and service excellence goals for a large-scale call center serving a major healthcare company. The VP will ensure that the organization delivers exceptional customer experience, complies with healthcare regulatory requirements, and drives innovation in service delivery.

The ideal candidate is a strategic, customer-obsessed executive who thrives in large, complex organizations. They are equally skilled at building executive-level relationships and motivating frontline teams, with a track record of delivering measurable improvements in customer satisfaction and delight, digital customer service adoption, efficiency, and regulatory compliance.  They will be responsible for driving the advancement of customer service operations through the strategic implementation of advanced technologies, data analytics and automation tools. 

Pay Range: $275,000 - $325,000/year + 40% Annual Incentive Plan + Long-Term Incentive

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• …and so much more!

Responsibilities:

Strategic Leadership

• Develop and execute the vision, strategy, and roadmap for the customer service and solutions organization.

• Serve as a trusted advisor to senior executives on customer engagement, service delivery, and operational transformation.

• Develop and execute a comprehensive strategy for digital transformation to support omnichannel patient engagement including patient access, appointment scheduling and care coordination.

Operational Excellence

• Lead a workforce of 1,000+ associates across multiple sites and remote environments. 

• Create a front-line culture of employee engagement and Continuous Improvement.

• Ensure compliance with HIPAA, CMS, and all healthcare regulatory requirements.

• Continuously improve the work processes, digital technologies, and culture for our call centers, and our on-boarding and at-risk engagement teams.

• Provide center-led operational leadership for Customer Support functions ancillary to the NCSS.

• Lead all Learning and Development, Quality, Workforce Management and reporting functions.

• Establish and monitor KPIs including Customer Satisfaction, Account Retention, call handling, resolution times, Net Promoter Score (NPS), and first-contact resolution.

Customer Experience

• Drive a customer-first culture that balances empathy with efficiency.

• Innovate on new ways to engage our customers that leads to greater loyalty and business value.

• Implement advanced technology and digital tools (AI-driven self-service, chat, omni-channel solutions) to improve service delivery, reduce calls/ 100 reqs and reduce overall service cost.

• Champion continuous improvement initiatives that reduce pain points and elevate the member experience.

Talent & Culture

• Recruit, develop, and retain top leadership talent, fostering a culture of accountability, diversity, and engagement. Retain industry-leading attrition rates.

• Design leadership development, recognition, and workforce engagement programs tailored to a high-volume customer service environment.

Financial & Business Management

• Manage multi-million-dollar budgets, ensuring productivity and cost-efficiency while maintaining service quality.

• Partner with Finance and Operations on capacity planning, workforce management, and cost-to-serve strategies.

Qualifications:

• A Bachelor’s degree is required; An advanced degree (Master’s or MBA) is preferred.

• 15+ years of progressive leadership experience in customer service, contact center, or operations within healthcare, insurance, or other highly regulated industries.

• Proven experience in customer-design and/or customer-centered thinking.

• Proven success managing large-scale organizations (500+ employees; ideally 1,000+).

• Deep understanding of healthcare operations, regulatory compliance, and customer/member experience best practices.

• Demonstrated ability to leverage technology, data, and analytics to transform service delivery.

• Exceptional leadership, communication, and change management skills.

• Experience with implementing and sustaining operations that follow and continuously improve using the Lean operations philosophy and toolset is a bonus. 

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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.