Salary Job Openings

Vice President, Customer Experience

Henry Schein One
American Fork, UT Full Time
POSTED ON 4/5/2024
We are open to this position being 100% remote anywhere in the United States.

Job Summary
The primary responsibility of the Vice President, Customer Experience is to drive excellence across the entire customer journey – from awareness to sales to onboarding to training to education to customer success to services. This role has responsibility over our onboarding and implementation, training, education, customer success, professional services and is responsible for driving key metrics and success in these areas, resulting in high customer satisfaction and retention. The role is a member of the senior leadership team at Henry Schein One.

What you will do
  • Direct the vision and strategic direction of the customer experience across the company.
  • Maximize customer NPS, retention and satisfaction, putting in place key strategic initiatives that drive impact for these metrics.
  • Have direct oversight for the onboarding, training, education, customer success and professional services functions.
  • Drive excellence across all the teams in the customer experience area, with specific focus on ensuring best-in-class customer support and customer onboarding.
  • Develop and deploy the company’s customer experience strategy, including characterization of strategic customer segments and systematic collection and application of customer experience insights for strategic advantage and growth.
  • Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touchpoints.
  • Establish and roll-out the company’s customer experience maturity roadmap as internal capabilities increase and external expectations evolve.
  • Put in place change management programs and learning and development to make the organization best in class for customer experience.
  • Create and maintain customer journey mapping including defining the average customer lifecycle, with accountability for driving improvement in the overall customer experience.
  • Have oversight for the voice of the customer and interface with customers including, direct outreach, surveying customer perceptions, monitoring customer interactions and aligning priorities to meet customer needs.
  • Evaluate, plan, promote and execute long-term solutions to current and previous issues to ensure productive resolutions and high customer satisfaction is achieved.
  • Monitor statistics and coach management team where necessary to ensure timely, quality service is offered to all customers. Recommend necessary changes based on a constant and in-depth analysis of these reports.
  • Develop and maintain policies, procedures and specifications to assure that Henry Schein One goals and objectives are achieved.
  • Facilitate team member engagement by clearly communicating the company’s vision, mission and strategic objectives.
  • Educate team members on major changes in the market as well as important issues affecting the business to facilitate innovation and effective problem solving.
  • Stay abreast of and educate executives and other senior level stakeholders on major changes in customer experience methodology.
  • Serve as key executive leader, speaking on related customer experience and dental topics, throughout the industry and beyond
Travel/Physical Demands
  • Typically less than 30%. No special physical demands required.
Qualifications

Must have:
  • Outstanding management and leadership skills and ability to attract, retain, motivate, inspire, develop, mentor and coach team members for high performance; excellent conceptual skills
  • Outstanding verbal and written communication skills and ability to resolve disputes effectively
  • Mastery presentation and public speaking skills
  • Mastery independent decision making, analysis and problem solving skills
  • Understand, interpret and act on financial information and external trends that contributes to business profitability
  • Plan, manage and create strategy around complex global projects; understand available resources, develop timeline, budget and assign areas of responsibility
  • Lead teams to achieve company goals and solve complex business issues in creative and effective ways
  • Strategic planning and organizational skills and techniques
  • Communicate effectively with senior management and key stakeholders
  • Outstanding negotiating skills and ability to effectively manage strategic alliances, joint ventures and outsourced relationships
  • Outstanding ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
  • Broad and wide-range of professional and managerial skills with a full understanding of industry practices and company policies and procedures
  • Lead and develop virtual teams
  • Mastery in multiple technical and business skills
  • Exceptional strategic planning skills
  • Adapt and lead change initiatives
  • Typically 15 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 7 or more years of management experience.
  • Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.
What you get as a Henry Schein One Employee
  • A great place to work with fantastic people.
  • A career in the healthcare technology industry, with the ability to grow and realize your full potential.
  • Competitive compensation.
  • Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah.  To learn more, click here: 2022 Best Companies To Work For | Henry Schein One

Henry Schein, Inc.  is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is unable to hire individuals residing in North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.

Salary.com Estimation for Vice President, Customer Experience in American Fork, UT
$394,271 to $826,066
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