Senior Manager, Customer Solutions & Experience – Remote (Midwest) – Spearheading Revenue Growth, Operational Excellence, and Unmatched Client Success in Healthcare Diagnostics

About brighthush and the Customer Solutions Team

brighthush is a trailblazer in the healthcare diagnostics arena, redefining how clinical data is captured, analyzed, and delivered to the front lines of patient care. With a portfolio that spans high‑impact laboratory services, cutting‑edge software platforms, and integrated workflow solutions, we empower health systems, hospitals, and clinical partners across the United States to make faster, more accurate decisions that directly improve patient outcomes.

Our Customer Solutions Team is the heartbeat that keeps our partners thriving. Covering 20 states and a diverse array of geographies, this team is responsible for every touchpoint that shapes the customer experience—from seamless onboarding and rapid implementation to proactive support and continuous improvement. By blending data‑driven insights, Lean Six Sigma methodologies, and advanced automation, we ensure that our services not only meet but exceed the expectations of our partners.

As a Senior Manager within this dynamic environment, you will be the catalyst for revenue expansion, margin optimization, and the delivery of world‑class customer service. Your strategic vision, analytical rigor, and collaborative spirit will guide cross‑functional teams in turning complex challenges into scalable, high‑impact solutions.

Key Responsibilities

In this role, you will:

• Lead the end‑to‑end client onboarding journey. Design and continuously refine a flexible yet disciplined framework that balances client‑specific needs with financial guardrails, ensuring maximum satisfaction while protecting operating margins.
• Develop and monitor dynamic KPIs. Create robust performance metrics that evolve with business priorities, and architect execution plans that guarantee profitable, seamless integration of large, complex deals.
• Champion customer advocacy. Oversee standard and complex onboarding, problem resolution, and retention activities, acting as the voice of the customer across all operational functions.
• Drive digital transformation and operational excellence. Identify opportunities for automation, process standardization, and continuous improvement, and lead initiatives that elevate customer satisfaction and scalability.
• Collaborate across functions. Partner with Commercial Sales, Billing, IT, Laboratory Operations, and Health Plans to establish seamless problem‑solving processes that delight external customers.
• Apply Lean Six Sigma. Utilize Kaizen, DMAIC, and other methodologies to address chronic issues and implement permanent, end‑to‑end solutions.
• Manage client communications. Draft, edit, and distribute client correspondence, ensuring compliance, clarity, and timely delivery.
• Ensure quality and compliance. Participate in monitoring, corrective action, and effectiveness reviews, maintaining adherence to the quality system and regulatory requirements.
• Mentor and develop the team. Coach team members, set clear expectations, and foster a culture of continuous learning and high performance.
• Lead best‑practice initiatives. Contribute to national Customer Solutions best‑practice teams, implement proven strategies, and share insights across the organization.
• Oversee client visits and onsite resources. Provide on‑site support for new account onboarding, in‑service activities, and at‑risk mitigation processes.
• Support training and development. Assist with the Regional Commercial Post‑Sales Academy program, ensuring that new hires and existing staff receive the knowledge and skills they need.
• Deliver quality reports. Develop and present client‑specific quality metrics that inform decision‑making and drive continuous improvement.
• Reduce account attrition. Lead the at‑risk process, collaborating with Sales and Corporate to retain high‑value customers.
• Assist with RFP and bid proposals. Provide strategic input and support to secure new business opportunities.
• Resolve grievances with Health Plan leadership. Implement plan changes and address concerns to maintain strong relationships.
• Support Customer Business Reviews. Provide analytical and operational support for key customer reviews, ensuring that insights translate into actionable improvements.
• Other duties as assigned. This role is dynamic and may involve additional responsibilities that align with business needs.

Essential Qualifications

• 6+ years of experience in customer‑centric 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 executive‑level customer‑facing experience.
• 3+ years leading operational excellence, change management, and large‑scale transformation or digitization initiatives.
• Hands‑on knowledge of Lean Six Sigma principles and a history of applying them to drive workflow optimizations.
• Comprehensive understanding of clinical laboratory business models and service delivery requirements, enabling effective collaboration with large health systems and hospitals.
• Proven program and project management experience, delivering measurable results on complex end‑to‑end projects. PMP certification is required; PMP knowledge is strongly preferred.
• Ability to translate Power BI/Tableau dashboard insights into clear, actionable direction that guides frontline teams and informs strategic decisions.
• Strong understanding of how operational metrics impact financial P&L performance.
• Demonstrated ability to influence stakeholders and drive organizational change.
• Exceptional communication, writing, and presentation skills, capable of conveying complex issues to client leadership.
• Collaborative mindset, thriving in diverse, cross‑functional, and virtual team environments.

Preferred Qualifications

• PMP Certification.
• Lean Six Sigma Green/Black Belt certification.
• Track record of successfully implementing Kaizens or process‑improvement frameworks.
• Experience with AI & Digital Innovation, leveraging 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 a related field.
• Experience with brighthush (previously Quest Diagnostics) preferred.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Process Improvement & Lean Methodologies
• Project & Program Management
• Stakeholder Management & Influence
• Customer Advocacy & Relationship Building
• Analytical & Problem‑Solving Skills
• Communication & Presentation Excellence
• Team Leadership & Coaching
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey is as important as the impact you deliver. As a Senior Manager, you will:

• Gain exposure to high‑profile clients and complex, multi‑functional projects that stretch your strategic and operational capabilities.
• Participate in leadership development programs, including executive coaching, cross‑functional rotations, and mentorship from senior leaders.
• Access continuous learning resources—online courses, certifications, and industry conferences—to keep you at the forefront of customer experience, data analytics, and process improvement.
• Be positioned for advancement into Director or Vice‑President roles within Customer Solutions, Commercial Operations, or broader business units.

Work Environment & Culture at brighthush

Our culture is built on collaboration, innovation, and a relentless focus on customer success. Key highlights include:

• Fully remote work model with flexible hours, supported by a robust virtual collaboration ecosystem.
• Regular virtual town halls, cross‑functional workshops, and informal “coffee chat” sessions to foster community.
• A commitment to diversity, equity, and inclusion—our teams reflect the communities we serve.
• Recognition programs that celebrate individual and team achievements.
• Support for work‑life balance, including generous paid time off, parental leave, and wellness resources.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior leadership roles in the diagnostics industry.
• Performance‑based bonuses tied to individual, team, and company goals.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, sick leave, and holiday schedule.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and mental health resources.
• Flexible work arrangements and remote‑friendly infrastructure support.

How to Apply

Ready to take the next step in your career and help shape the future of diagnostics? Join brighthush and lead the charge in delivering exceptional customer experiences that transform healthcare outcomes.