Baylor Genetics

AVP, Customer Experience

Baylor Genetics

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Own and evolve the enterprise roadmap for customer services and service products, aligned to Customer & Digital Experience strategy.
  • Scale and professionalize existing customer services, establishing clear service definitions, standards, and success metrics.
  • Oversee customer onboarding and implementation services, driving reductions in time-to-onboard through standardized and digitally enabled workflows.
  • Provide experience ownership and operational alignment for genetic counseling services as a customer-facing offering.
  • Own the end-to-end customer experience for customer kits, including readiness, clarity, and consistency of delivery.
  • Establish systems and processes for customer complaint logging and analysis, focusing on trend identification and systemic improvement rather than case management.
  • Partner closely with Digital Product teams to embed services into digital platforms, portals, and workflows.
  • Use customer insights and performance data to continuously improve service efficiency, consistency, and scalability.
  • Lead and develop a small, high-impact customer experience team, with responsibility for designing the future-state CX organization.

Requirements

  • Bachelor’s degree in healthcare administration, business, life sciences, or a related field required
  • 12–15+ years of progressive leadership experience in customer experience, services, operations, or service product management
  • Demonstrated success scaling and professionalizing customer-facing service organizations
  • Experience owning service roadmaps and translating strategy into repeatable operating models
  • Experience operating in matrixed healthcare, diagnostics, or life sciences organizations
Benefits
  • Equal Opportunity Employer
  • Inclusive and diverse workforce
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experience managementservice product managementoperational alignmentservice definitionsuccess metricsworkflow standardizationdata analysistrend identificationservice efficiency improvementcustomer onboarding
Soft Skills
leadershipteam developmentstrategic thinkingcollaborationcommunicationproblem-solvingcustomer focusadaptabilityorganizational skillsstakeholder engagement