Executive Director Business Development-Corporate Customer Services

Essential Skills and Competencies

• Strategic Leadership: Proven ability to set and drive customer service strategy at an enterprise level, aligning with organizational goals.
• Customer Experience Management: Deep understanding of patient-centered care and service excellence frameworks such as Planetree, Beryl Institute, Press Ganey, or similar.
• Operational Excellence: Demonstrated experience in managing large-scale customer service operations, including call centers and in-person services, across multiple locations.
• Change Management: Skilled in leading transformation initiatives, process re-engineering, and digital adoption to enhance customer engagement.
• Data-Driven Decision-Making: Proficient in using analytics, KPIs, and customer feedback to drive service improvements.
• Technology Enablement: Experience in implementing CRM systems, omnichannel communication platforms, or AI-powered service tools.
• Policy & Compliance Oversight: Familiarity with regulatory standards, patient rights, and service quality benchmarks in healthcare.

Experience

• Minimum 12–15 years of progressive leadership experience in customer service, preferably within healthcare, government, or service-intensive sectors.
• At least 5 years in a senior leadership role (Director or above) with multi-site service delivery responsibility within healthcare, government, or service-intensive sectors
• Experience working within decentralized or complex organizational structures, such as large healthcare networks, public sector institutions, or multinational companies

Education

Education Any Bachelor's plus Master’s degree