Radiology Partners

POSITION SUMMARY 

The CORE 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 CORE Senior Manager of Service Excellence will be pivotal in shaping the customer experience strategy for CORE, 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.

WHO WE ARE AND WHAT WE DO

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. 

WHY RADIOLOGY PARTNERS 

• 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

POSITION DUTIES AND RESPONSIBILITIES 

• 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.

KNOWLEDGE, SKILLS AND ABILITIES  

• 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%)

REQUIRED QUALIFICATIONS 

• 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.

DESIRED PROFESSIONAL SKILLS AND EXPERIENCE 

• 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. 

COMPENSATION:

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).

Radiology Partners is an equal opportunity employer. RP is committed to being an inclusive, safe and welcoming environment where everyone has equal access and equitable resources to reach their full potential. We are united by our Mission to Transform Radiology and in turn have an important impact on the patients we serve and the healthcare system overall. We hold that diversity is a key source of strength from which we will build a practice culture that is inclusive for all. Our goal is to empower and engage the voice of every teammate to promote awareness, compassion and a healthy respect for differences.

CCPA Notice: When you submit a job application or resume, you are providing the Practice with the following categories of personal information that the Practice will use for the purpose of evaluating your candidacy for employment: (1) Personal Identifiers; and (2) Education and Employment History.

Radiology Partners participates in E-verify.

Beware of Fraudulent Messages: Radiology Partners will never request payment, banking or other financial information in exchange for interviews or as part of the hiring process. Additionally, we will not send checks for deposit into your bank account at any stage of recruitment. All communication during the interview and hiring process should come from an email address ending in “@radpartners.com.” If you suspect you are receiving a fraudulent job offer or solicitation from Radiology Partners or one of our local practices, please email Talent@radpartners.com to notify our team.