Client Experience Operations Manager

Job Opportunity: Client Experience Operations ManagerIf you're energized by the idea of reshaping the healthcare journey for both providers and patients, this opportunity may be your next step.
We're looking for a Client Experience Operations Manager to help shape and optimise the end-to-end client journey for our values-driven healthtech client.This role will focus on driving service delivery, client onboarding, and continuous improvement across key operational touchpoints.Key ResponsibilitiesLead Client Onboarding and Client Service TeamsClient Journey Mapping & Process DocumentationStreamline & Optimise Client OperationsTechnology & Systems AlignmentDevelop & Implement SOPsMonitor & Manage Key CX MetricsDrive Client Retention & SatisfactionClient Issue Resolution & Backlog ManagementClient Feedback & Continuous Improvement LoopsCross-functional CollaborationTeam LeadershipQualifications & ExperienceNational Senior Certificate (Matric) is essentialTertiary qualification in Business Administration, Commerce, Finance, IT, or related field (advantageous)5+ years experience in designing and implementing CX process improvements3+ years experience in CX / client service within healthcare and/or information technology sectors3+ years of demonstrated success in leading and delivering projects3+ years leading managers of teamsTechnical CompetenceProficiency in CRM platforms (e.g., Salesforce), customer feedback tools, analytics softwareStrong understanding of CX metrics (e.g., NPS, CSAT) and journey mappingSkilled in developing and implementing SOPsAbility to set targets, monitor performance, and report effectivelyStrong prioritisation and communication skillsTechnically adept and digitally fluentExperience with AI-driven tools for automating processes, enhancing insights, and personalising client experiences, including chatbots, sentiment analysis, and predictive analyticsBehavioural CompetenceDemonstrates purpose-driven leadership rooted in company valuesCombines structured execution, collaborative decision-making, and client-centred problem-solvingExhibits empathy, resilience, and a growth mindset in dynamic environmentsThis job advert summarizes the client-provided job description for clarity and brevity.
Further details can be shared upon shortlisting.
The proposed salary is around R1.1 million per annum, with the possibility of a market-related offer based on qualifications, skills, and experience.Please apply online via the provided link.
We do not consider CVs via WhatsApp or email.Desired Skills: CX, information technology, healthcare, customer experience, operations management, client service, CRMJ Ljbffr
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