The Director, Customer Experience & Implementation leads the Customer Engagement strategy and execution throughout the customer onboarding journey, partnering with Deployment, Operations, Customer Executives, Marketing, and Shared Services to deliver a seamless and differentiated experience from contract signature through stabilization. This role creates a high-touch onboarding model that builds customer confidence and supports long-term partnership success. Following implementation, the Director supports Enterprise Customer Engagement teams throughout the contract lifecycle through a white-glove framework that enhances the overall customer experience.

Here's What You Can Expect

• Own the enterprise customer onboarding and customer experience strategy across all Enterprise customers, establishing standards, governance, and operating models from contract signature through lifecycle maturity.
• Serve as a senior point of contact for customer executives and key stakeholders during onboarding and implementation activities.
• Define and govern enterprise onboarding methodology, customer engagement standards, communication frameworks, and executive governance models across customer implementations.
• Facilitate customer readiness reviews and post-implementation assessments.
• Lead executive-level intervention strategies for high-risk customer relationships, driving enterprise alignment and sustainable resolution of systemic customer experience issues.
• Own onboarding and engagement outcomes, including NPS, KLAS impact, customer adoption, executive engagement, and implementation experience indicators.
• Establish enterprise-wide white-glove customer experience standards and governance across Enterprise and R37/Phare customer relationships.
• Partner with the VP and Customer Optimization & Satisfaction team on experience reviews and strategic business reviews with R1 executive stakeholders, including internal sentiment analysis for Customer Engagement teams.
• Partner with Marketing to create customer-facing materials, executive communications, and engagement campaigns.
• Lead enterprise customer experience improvement initiatives, directing cross-functional priorities and influencing operational, technology, and service investments.
• Develop strategies that improve retention, executive engagement, customer advocacy, and long-term partnership growth across R1 strategic accounts.
• Build and scale the Customer Experience function, including future leadership and organizational design responsibilities.
• Perform additional duties and responsibilities as assigned.

Qualifications:

• Healthcare Revenue Cycle Management experience.
• Bachelor's degree or an equivalent combination of education and experience.
• 10+ years of experience in customer onboarding, implementation, customer success, healthcare operations, consulting, or a related field.
• 10+ years of leadership experience managing teams and cross-functional initiatives.
• Proven success leading customer transitions, large-scale operational programs, or account management teams.
• Strong executive presence, communication, relationship management, and problem-solving skills.
• Ability to influence across a matrixed organization and manage multiple priorities simultaneously.
• Experience building customer experience, onboarding, or service delivery programs preferred.
• Experience partnering with customer executives and senior operational leaders preferred.
• Change management, Lean, Six Sigma, or project management certification preferred.

For this US-based position, the base pay range is $122,366.00 - $178,767.22 per year . Individual pay is determined by role, level, location, job-related skills, experience, and relevant education or training.

This job is eligible to participate in our annual bonus plan at a target of 20.00%

The healthcare system is always evolving - and it's up to us to use our shared expertise to find new solutions that can keep up. On our growing team you'll find the opportunity to constantly learn, collaborate across groups and explore new paths for your career.

Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world. We go beyond expectations in everything we do. Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team - including offering a competitive benefits package.

To learn more, visit: R1RCM.com

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