VP, Customer Experience Operations

Job Summary

Reporting to the EVP, Chief Customer Experience Officer, the Vice President of Customer Experience Operations leads the operational infrastructure that enables Baylor Scott & White Health to deliver consistent, scalable, and high-quality customer experiences across the enterprise. This role focuses on operationalizing experience strategy by aligning people, processes, technology, and partnerships to support seamless customer and provider interactions.

The Vice President ensures that customer experience innovations developed across the Customer Experience are successfully implemented, scaled, and sustained within operational environments. By strengthening operational capabilities in automation, demand matching, external partner integration and virtual care navigation, this leader ensures customers receive timely, clinically appropriate, and efficient support throughout their care journey.

Essential Functions of the Role

• Executes the operational strategy that enables the organization to consistently deliver high-quality customer experiences across service channels, care settings, and partnerships.
• Plays an essential role in the operational deployment and scaling of solutions ensuring successful adoption, sustainability, and performance across the enterprise.
• Partners with the Analytics and Medical Group teams to create and operate a real-time model which understands customer demand, for both immediate and maintenance care issues, and balances it to supply.
• Guides customers to the most appropriate care by playing a critical role in the development of industry-leading triage and site-of-care protocols.
• Partners with the Customer Journeys, Digital and Medical Group teams to make care guidance available to customers whenever and wherever they need it.
• Partners with Medical Group and Customer Journey teams to expand virtual care's availability and scope of services.
• Partners with the Joint Venture team to help integrate joint ventures and strategic partnerships into the broader customer experience ecosystem, ensuring partner services align with enterprise experience standards and deliver consistent quality.
• Partners with Digital, Analytics, and operational leaders to implement technology-enabled capabilities, including artificial intelligence, that improve service efficiency, responsiveness, and customer support experiences.
• Implements processes to track and monitor the business value of customer experience initiatives, partnering with cross-functional leaders to measure outcomes such as customer satisfaction, operational performance, and long-term value realization.
• Leads operational performance monitoring and reporting for customer experience initiatives, helping enterprise teams understand experience performance and identify opportunities for improvement.

Key Success Factors

• 10+ years' experience in healthcare across multiple areas including technology, operations, and clinical workflows
• Experience leading large cross-functional organizational projects
• Prior experience in healthcare navigation or triage standards
• Deep understanding of healthcare economics
• Strong analytical scales
• Strategic knowledge of artificial intelligence and its uses
• Knowledge of agile principles with strong digital and technical skills

Minimum Qualifications

• EDUCATION - Bachelor''s
• EXPERIENCE - 10 Years of Experience