Sr. Manager, Customer Solutions (Remote within the Midwest)

About Department:Customer Solutions

The Customer Solutions department in Quest Diagnostics is responsible for enhancing customer satisfaction, enable sustainable business growth, and contribute to better healthcare outcomes supporting customers covering 20 states and a wide variety of geographies. The department also supports commercial growth through expert services, seamless customer onboarding, service issue resolution, client account set up, customer long term relationship management, and the successful implementation and lifecycle management of diagnostic lab testing, software, and workflows. With a strong emphasis on financial margin optimization, this department applies systems thinking, data analytics, digitization to identify improvement opportunities, drive evidence-based decision-making, and ensure high-impact service delivery. Lean Six Sigma methodologies are leveraged to lead continuous improvement, promote process standardization, and implement automation initiatives that increase efficiency, scalability, and consistency across operations.

About Position:

We are seeking a highly analytical and results-driven Senior Manager, Customer Solutions with strong discipline to lead strategic initiatives focused on revenue growth opportunities and margin improvement within the Customer Solutions Department. What distinguishes this senior leadership role is a heavy emphasis onstrategy execution-taking complex business challenges from concept through to scalable implementation. This role is ideal for a strong leader who can guide the team on problem solving with a Continuous Improvement mindset who leverages advanced project management, business analysis, and data-driven insights to drive operational excellence while delivering a world class customer service.

As a key influencer and change agent, you will partner extensively across cross-functional teams-including Commercial, Billing, Laboratory Operations, IT, Patient Services, and Health Plans-to deliver seamless solutions that support regional growth strategies, lead field support with Customer Solutions Resources, ultimately implementing strategies that elevate the Customer Experience, improve outcomes, and drive long-term customer loyalty.

The Sr. Manager is largely remote but must reside within the US. Ideally, the Sr. Manager will reside near a major Quest hub, including Lenexa, KS, St. Louis, MS, Cincinnati, OH, Denver, CO, and Wood Dale, IL.

Duties and Responsibilities

• Strategically lead both internal and external facets of the new client onboarding end to end journey; continuously adapt the start-up framework to balance client-specific flexibility with critical financial guardrails to maximize customer satisfaction while also maintaining KPIs and protecting operating margins.
• Establish dynamic KPIs to address evolving business needs and architect robust strategy execution plans to ensure the profitable, seamless integration of large, complex deals
• Oversee standard and complex onboarding of accounts, Problem Resolution functions, Customer retention activities and acts as Customer Advocate for process improvementand transformation change managementin all aspects of operations.
• Oversee and guide team on large complex client integrations & onboardings while finding opportunities for digital transformation, operational excellence and customer satisfaction, at times directly lead them as needed.
• Partner with the Commercial Sales team, Client Services, Billing, IT ,and all laboratory operations to Logistics to establish relationships and problem-solving processes that are seamless to the external customer.
• Develop strategies,utilizing Lean Six Sigma methodologies where applicable,to address chronic problems to facilitate permanent end to end resolution.
• Accountable for written client communication. Including but not limited to: drafting, editing, ensuring compliance review, distribution, and correspondence filing when necessary
• Ensure compliance with the established quality system and actively participate in monitoring, corrective action and its effectiveness
• Develop, coach and mentor the Customer Solution function(s) and provide general supervision to ensure all tasks are completed accurately and on a timely basis.
• Ensure individual compliance with all company policies and government regulations.
• Participate on National Customer solutions best practice teams and implement best practices.
• Provide oversight for client visits.
• Provide onsite resources for new account customer onboarding, existing customer in-service activities and at-risk mitigation processes.
• Provide assistance with Regional Commercial post-Sales Academy training program.
• Develop and ensure delivery of client specific quality reports.
• Oversee the at-risk process to reduce account attrition (linking business unit with Sales and Corporate).
• Provide support for RFP and bid proposal processes.
• Align with Health Plan leadership to resolve grievances and implement required plan changes.
• Support the Customer Business Review process for key customers providing support as required.
• Oversee staff that executes customer reviews and analysis of account problems and expedites their resolution; establish practices to support Commercial representatives with managing their account activity, problem resolution, and prospective monitoring of key accounts.
• Other duties as assigned. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Required Work Experience

• 6+ years of professional experience in customer service environments, with a proven track record of managing team KPIs and resolving complex operational issues.
• 3+ years of direct people management and team leadership experience.
• 3+ years of direct, executive-level customer-facing experience.
• 3+ years leading operational excellence, change management, and large-scale transformation or digitization initiatives. Practical application & knowledge of Lean Six Sigma principles to drive workflow optimizations.
• Comprehensive, global understanding of clinical laboratory business models and their service delivery requirements to be able to work with large health systems, hospital, clinical customers.
• Prior proven program/project management experience to lead complex end to end projects delivering measurable results is required. PMP knowledge is required. PMP certification is strongly preferred.
• Proven ability to translate Power BI/Tableau dashboard insights into clear, actionable direction that guides frontline teams, optimizes workflows, and drives strategic decisions
• Strong understanding linking operational metrics to financial P&L performance.
• Proven ability to influence stakeholders and drive organizational change
• Exceptional communication, writing, and presentation skills to convey complex issues clearly to client leadership.

• Strong ability to work collaboratively across diverse, cross-functional, and virtual team environments.

Strongly Preferred Qualifications

• PMP Certification.
• Lean Six Sigma Green/Black Belt certification.
• A proven track record of successfully implementing Kaizens or process-improvement frameworks.
• AI & Digital Innovation- Proven prior experience leveraging and deploying modern AI tools and data analytics platforms to automate tasks and drive operational efficiency.
• Bachelor's Degree in Life Science, Business, Customer Relations, IT, or another related field.

• Quest experience preferred

Work Environment:

Travel Up to 25%