The Opportunity
This is not a traditional customer service role. As Manager Service Excellence, you will lead multiple frontline service teams responsible for shaping the endtoend patient and guest experience across the organization.
You will oversee highimpact touchpointsincluding contact center operations, concierge services, hospitalityrelated functions, and thirdparty service providersensuring consistency, personalization, and reliability at scale. You will serve as a visible leader on the ground, translating service standards into daily behavior and measurable outcomes.
This role is for a leader who understands that service excellence is operational, cultural, and strategic.
What You'll Actually Do
- Own frontline service delivery: Lead and support multiple service teams to ensure seamless, highquality patient and guest experiences across all touchpoints.
- Set service standards: Establish, implement, and continuously refine customer service standards, handling the most complex and sensitive service issues directly when required.
- Resolve systemic issues: Aggregate recurring service concerns, identify root causes, and design response strategies that prevent repeat issues.
- Manage relationships: Build and sustain strong relationships with patients, corporate clients, and internal stakeholders to enable proactive issue resolution and twoway communication.
- Oversee thirdparty performance: Ensure external vendors and contact center partners consistently meet agreed service levels and SLAs.
- Drive performance management: Set goals, monitor results, coach leaders, and hold teams accountable for service, quality, and behavioral standards.
- Champion VIP and specialcare journeys: Ensure international, corporate, VIP, and seniormanagementendorsed patients receive personalized, endtoend assistance.
- Strengthen systems and reporting: Ensure accurate CRM data capture, service analytics, budget monitoring, and management reporting.
- Build capability and culture: Coach assistant managers and frontline leaders, recognize high performance, and embed a culture of empathy, responsiveness, and professionalism.
- Ensure compliance: Maintain adherence to institutional policies, healthcare regulations, and Joint Commission International (JCI) standards.
Who You Are
- A graduate of Communications, Hospitality, Tourism, or a related field.
- Brings 5+ years of experience in a serviceintensive industry, with proven peoplemanagement responsibility.
- Comfortable leading large, visible frontline teams in fastpaced, highexpectation environments.
- Strong communicator with excellent judgment in handling sensitive, highstakes situations.
- Detaildriven yet peoplecentric, with the ability to translate service values into daily execution.
- Calm under pressure and highly accountable for outcomes.
What You'll Get
- A leadership role with direct impact on patient satisfaction, loyalty, and brand perception.
- Daily collaboration with operations leaders, senior management, and external partners.
- A platform to shape service culture and frontline excellence at scale.
- A missiondriven environment that values empathy, professionalism, and continuous improvement.
If you're looking for a backoffice or purely administrative rolethis isn't it.
But if you're ready to lead service excellence where it matters moston the front line, we want to hear from you.
