We Are Hiring
Manager, Customer Experience & Analytics-Supply Chain Admin
Full Time
Remote
The Resource Group, a subsidiary of Ascension, is a business transformation services organization that specializes in resource and supply chain management.
Through implementation of its User-Directed Integrated Solutions, The Resource Group transforms the resource and supply function by delivering value through Operations and Logistics Optimization, Strategic Sourcing, and Change Management. Although it specializes in these areas, as its core, The Resource Group is rooted in the ideals of hospitality and believes that success is measured by the satisfaction of the customer. The Resource Group's success has allowed it to expand and serve various healthcare systems looking to decrease non-payroll expenses and increase operational efficiencies. Today, The Resource Group serves over 2,700 locations including over 155 acute care hospitals across 22 states and Washington D.C.
This success and value are delivered by The Resource Group's people, and it is the people and culture that enables The Resource Group to achieve success while working toward the common goal of lowering the cost of healthcare.
As such, The Resource Group believes in:
1) Hiring talent from all industries and demographics to foster innovation and diversity of thought and experience
2) Investing in the people who deliver long-term success to our Participants
3) Transforming the way our associates develop so they can help transform the organizations we serve
4) Creating a culture of continuous learning to prosper in an ever-changing business environment
The Resource Group offers exciting opportunities for all levels of professionals and views resource and supply management as a dynamic career with opportunities for growth and advancement within and across disciplines and teams. Positions are available across a number of strategic resource and supply management roles, allowing multiple entry points into The Resource Group. Learn more about our company our culture and our remote work options at TheResourceGroup.com
What You Will Do
This role falls within The Resource Group's Change Management Solution. The Change Management Solution sustains value for our Participants through direct end-user engagement, clear communication, and connecting across the organizations we serve through C-suite representation. The communities within Change Management Solution collaborate to elevate resource and supply management 'from the basement to the boardroom' through their range of responsibilities.
As a Manager of Customer Experience, you will manage programs that assess and drive customer experience through examining organizational performance data, facilitating surveys and focus groups, and direct engagement with customer issue resolution. The role will assist in the development and management of survey programs, data and report aggregation from The Resource Group communities and other entities, and customer issue intake and resolution. The role will critically review reports and provide directional feedback to drive continuous improvements with a focus on decreasing the time between report generation and improvement actions. The role will be consulted by members within The Resource Group on the voice of the customer and organizational performance.
Responsibilities

• Builds and manages the program that engrains customer experience into the culture of the organization by focusing on the voice of the customer and organizational performance.
• Builds an environment that fosters innovation and collaboration in identifying, prioritizing, and delivering on service and operational improvements that continuously improve the customer experience through a focus on organizational analytics and customer perspectives.
• Defines customer experience measurement framework, Key Performance Indicators (KPIs) and dashboard.
• Develops and maintains knowledge and expertise in customer experience areas including business strategies, industry trends and other developments.
• Prepares presentations to leadership to provide insights into business opportunities and operational needs.
• Collaborate with analytical resources to optimize reports and aggregate reports to generate a holistic view of the organization, synthesize the information, develop strategies, and provide direction.
• Manages customer experience resources who address customer inquiries and triage their issues.
• Partners with other members of the Customer Experience team to manage and facilitate The Resource Group customer experience survey programs.

What You Will Need
Education:

• High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required.

Work Experience:

• 3 years of experience required.
• 5 years of experience preferred.
• 1 year of leadership or management experience preferred.

Additional Preferences

• Bachelor's degree HIGHLY preferred

The Resource Group's value is delivered through its people, and it is our people and culture that enables us to achieve success. We have created an environment where individuals can thrive while working toward the common goal of lowering the cost of healthcare. Passion and hard work are necessary to accomplish this goal, and we are always looking for people who bring a fresh perspective. In addition to the experience listed below, all Resource Group associates embody the following soft skills and attributes: Nice, Bright, High-Energy, Inclusive, Willing to Give Away Power, Inspired by Mission, Invigorated by Change.
Why Join Our Team
When you join Ascension, you join a team of over 150,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.
Equal Employment Opportunity Employer
Ascension is an equal opportunity employer (EEO) and affords equal opportunity to all associates and applicants without regard to race, color, religion, national origin, gender identity, sexual orientation, age, physical or mental disability, veteran status, genetic data, or other legally protected status.
For further information regarding your EEO rights, click on the following link to the "EEO is the Law" poster:
http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
EEO is the Law Poster Supplement
Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.
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