Client Services Manager

Position Overview: We are seeking an experienced and dynamic Client Services Manager to oversee daily case management operations, manage a team of supervisors and individual contributors, and utilize data-driven insights to drive business decisions. The ideal candidate will have a strong background in client services, exceptional leadership skills, and a collaborative approach to team management. This role is based in a CLIA certified, CAP accredited laboratory, and the team also provides crucial support to the Sales department. 

Key Responsibilities:

• Oversee the daily operations of the client services department ensuring efficient and effective delivery. Make strategic, data-driven decisions in high-stress situations to ensure operational excellence and client satisfaction.
• Manage and mentor supervisors and individual contributors, fostering a positive and collaborative work environment. Assess team training and development needs and implement resources to strengthen core team competencies. 
• Develop and implement systems to manage team workloads efficiently, ensuring critical tasks and client needs are addressed in a timely manner. Monitor and analyze performance metrics to identify areas for improvement and ensure compliance with service standards. 
• Develop and implement operational policies and procedures to improve quality and efficiency. 
• Foster a culture of collaboration and teamwork within the client services department and across the organization. 
• Work closely with senior management to align client service strategies and processes with overall business goals. 
• Work closely with Lab Operations, the commercial teams, IT, and other departments to ensure seamless customer care. 
• Utilize data and insights to identify trends, inform strategic decisions, and drive continuous improvement in order management and complaint resolution. 

Data Driven Decision-Making: 

• Set clear performance expectations and provide regular feedback, coaching, and support to team members. 
• Conduct performance evaluations and identify opportunities for professional growth and development. 
• Analyze client feedback and performance metrics to develop action plans that address service gaps and enhance client satisfaction. 
• Collaborate with other departments to ensure data accuracy and consistency in reporting. 
• Lead or participate in cross-functional projects and initiatives to drive organizational success. 

Client Relationship Management: 

• Build and maintain strong relationships with key clients, acting as a point of contact for escalated issues and complex inquiries. 
• Develop and implement processes to enhance client satisfaction and retention.
• Partner with the Sales team to provide exceptional support, ensuring that client inquiries and requests are handled promptly and accurately. 
• Provide insights and feedback to the Sales team based on client interactions to help refine sales strategies and improve client retention. 

Qualifications: 

• Bachelor’s degree in Business Administration, Management, or a related field; Equivalent experience in a similar industry or sector. 
• Proven experience in a client services management role, with a focus on daily operations and team development and leadership. Demonstrated experience in assessing competing priorities and allocating resources to achieve team goals efficiently. 
• Experience in navigating and resolving escalations or operational disruptions effectively. 
• Strong analytical skills and the ability to leverage data to drive business decisions.
• Excellent communication, interpersonal, and problem-solving skills. 
• Demonstrated ability to lead and motivate a diverse team. 
• Proficiency in customer relationship management (CRM) systems and data analytics platforms. 
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines. 
• Experience working in a CLIA licensed laboratory is highly desirable. 

What We Offer: 

• Competitive salary and benefits package. 
• Opportunities for professional development and career growth. 
• A collaborative and inclusive work environment. 
• The chance to make a significant impact on the success and growth of our organization. 

If you are a results-oriented and strategic leader with a passion for client services, we invite you to apply for this exciting opportunity. Join our team and help us deliver exceptional service to our valued clients

So why join Hologic?

We are committed to making Hologic the company where top talent comes to grow. For you to succeed, we want to enable you with the tools and knowledge required and so we provide comprehensive training when you join as well as continued development and training throughout your career, one of our talent partners can discuss this in more detail with you.

If you have the right skills and experience and want to join our team, apply today. We can’t wait to hear from you!

The annualized base salary range for this role is $102,700 to $171,200 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

 Agency And Third Party Recruiter Notice

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic’s employees are subject to third-party COVID-19 vaccination requirements, including from customers and governmental entities. Hologic is an equal opportunity employer and consistent with federal, state, and local requirements, will consider requests for reasonable accommodation based on disability or sincerely-held religious beliefs where it is able to do so without undue hardship to the company.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.