Senior Manager, Service Excellence

Senior Manager, Service Excellence

Senior Manager of Service Excellence is a strategic leadership role responsible for driving high-quality service delivery and customer satisfaction across the organization. This role will oversee the QA & Training Manager and Customer Success Manager, ensuring alignment between quality assurance, training initiatives, and customer experience strategies. The Senior Manager of Service Excellence will be pivotal in shaping the customer experience strategy for the organization, directly impacting our performance and reputation. The ideal candidate will be a collaborative leader with a passion for operational excellence, employee development, and continuous improvement.

Radiology Partners, through its owned and affiliated practices, is a leading radiology practice in the U.S., serving hospitals and other healthcare facilities across the nation. As a physician-led and physician-owned practice, our mission is to transform radiology by innovating across clinical value, technology, service, and economics, while elevating the role of radiology and radiologists in healthcare. Using a proven healthcare services model, Radiology Partners provides consistent, high-quality care to patients, while delivering enhanced value to the hospitals, clinics, imaging centers and referring physicians we serve.

Competitive Benefits package Eligibility starts the month after hire, with tiered options to choose from.

Compensation Reviews, Career Growth Opportunities

Flexible Remote Schedules

Generous PTO Plans and Paid Holidays

Proudly Certified as a Great Place to Work for Five Consecutive Years

Leads and mentors the QA & Training and Customer Success teams.

Establishes clear performance goals, KPIs, and development plans for direct reports.

Promotes communication and cooperation among teammates to create a spirit of unity in the department.

Works closely with leadership and teammates to improve work relationships, build morale, and increase productivity and retention.

Provides day-to-day performance management guidance to direct reports (e.g., coaching, counseling, career development, disciplinary actions).

Develops and implements strategies to enhance customer satisfaction.

Partners with cross-functional teams to ensure customer feedback is integrated into service improvements.

Drives cross-functional initiatives such as the implementation of customer feedback systems.

Oversees quality monitoring programs and ensure training initiatives are aligned with performance goals.

Collaborates with Process Improvement, Business Analyst, and People Operations teams to optimize service delivery.

Analyzes performance data and customer feedback to identify trends, gaps, and opportunities.

Drives initiatives that improve efficiency, consistency, and customer outcomes.

Serves as a key liaison between frontline operations and senior leadership.

Presents insights, recommendations, and progress updates to executive stakeholders.

Performs other duties as assigned.

Ability to mentor and train and management level teammates

Superior communication skills verbal, written, presentation and negotiation.

Creative problem-solving skills, showing an ability to overcome obstacles to ensure quick response

Strong organizational and analytical skills

Experience with change management

Natural ability to influence and motivate others

Patience and ability to excel under pressure, handling multiple requests often with tight deadlines

Ability to create and follow written procedures to maintain consistent customer experience

Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time. Ability to excel in an environment with constant changes

Ability to work outside of normal schedule hours occasionally to meet deadlines

Ability to travel (up to 10%)

Bachelor's Degree, ARRT Certification, or equivalent professional experience

7+ years of experience in customer experience, quality assurance, or service operations

Ability to communicate effectively with all levels of medical and operations professionals.

Proficient use of Microsoft Office applications (Word, Excel, Outlook)

Proven leadership experience managing cross-functional teams (in remote environments).

Strong analytical, communication, and project management skills.

Experience with performance metrics, customer feedback systems, and training programs.

Radiology and / or Healthcare experience

5+ years of managerial experience

Experience in vendor or workforce management environments.

Familiarity with Lean, Six Sigma, or other continuous improvement methodologies.

Proficiency in CRM and QA platforms.

Experience implementing CSAT or NPS feedback programs.

The salary range for this position is $85,000-$95,000. Final determinations may vary based on several factors including but not limited to education, work experience, certifications, geographic location etc. This role is also eligible for an annual discretionary bonus. In addition to this range, Radiology Partners offers competitive total rewards packages, which include health & wellness coverage options, 401k benefits, and a broad range of other benefits such as family planning and telehealth (all benefits are subject to eligibility requirements).