Job description

The Senior Manager of Customer Centricity is a senior individual contributor role and is someone who can place the customer at the center of all our services and offerings. This role focuses on understanding the customer journey and works with senior leaders across the hospital to capture, develop, and manage new opportunities at the enterprise level. The Senior Manager for Customer Centricity will be tasked with ensuring the successful execution of strategic customer-centricity workstreams. The Senior Manager will also be tasked to assess holistically the business needs, customer needs, and internal and external capabilities to support the development of a multi-year strategic plan for patient communications and support the identification of partnerships that can close the ever-evolving customer-centricity gaps.

Essential Job Duties

• Place yourself in the shoes of the patient to understand the NewYork-Presbyterian experience and how each interaction can create a positive experience or may create friction to re-engineer a world-class experience.
• Manage the end-to-end project management and delivery of enterprise-wide customer-centricity initiatives for MarComm and any overlapping projects with other departments.
• Scan external marketplace for competitive intelligence and capability solutions to educate internal teams and influence partnership strategy for closing business gaps.
• Lead the transformation of patient communications by developing creative guidelines and developing a prioritization model to flight patient communications in stages.
• Develop senior leadership communications and presentations for Executive and Board of Trustees meetings for customer-centricity projects.
• Consult with the MarComm leadership and other department members to ensure strategic initiatives are in constant alignment at all levels.
• Travel to NewYork-Presbyterian locations as needed for meetings.
• Perform other special projects and duties as assigned.

Required Criteria

• Bachelor’s Degree from a recognized college or University.

Preferred Criteria

• Master’s Degree

Work Experience

• Minimum of 10+ years of experience in management consulting, marketing, or business development at a customer-centric tech company, pharmaceuticals, or healthcare-related organization.
• Experience in leading strategic planning sessions and the ability to communicate tasks, goals, and required deliverables at all levels within an organization.
• A proven track record of developing customer research and data-driven strategies that are laid out in multi-year plans with milestones and performance metrics.
• Demonstrated ability to influence stakeholders through excellent written and verbal communication skills.
• Success in managing several projects simultaneously and being a self-starter who is also a creative problem solver that can meet tight deadlines.
• Familiarity with academic medicine setting and NYC healthcare landscape.

Join a healthcare system where employee engagement is at an all-time high. Here we foster a culture of respect, diversity, and inclusion. Enjoy comprehensive and competitive benefits that support you and your family in every aspect of life. Start your life-changing journey today.
__________________

• 2021 "Employees' Choice Awards: Best Places to Work" - Glassdoor
• 2021 "Best Workplaces in Health Care & Biopharma" - Fortune
• 2020 "America's Best Employers in New York State" - Forbes
• 2020 "Working Mother 100 Best Companies" - Working Mother
• 2020 "Best Companies for Multicultural Women" - Working Mother
• 2020 "Best Workplace for Men in Nursing" - American Association for Men in Nursing
• Discover why at: nyp.org/careers

NewYork-Presbyterian Hospital is an equal opportunity employer.

Job Type: Full-time

Pay: $133,500.00 - $165,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• New York, NY 10021: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Management consulting, marketing, or business develoment: 10 years (Preferred)

Work Location: One location

offroadmanagementgroup.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, offroadmanagementgroup.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, offroadmanagementgroup.com is the ideal place to find your next job.