About Department: Customer Solutions
The Customer Solutions department in Quest Diagnostics is responsible for
enhancing customer satisfaction, enable sustainable business growth, and
contribute to better healthcare outcomes supporting customers covering 20 states
and a wide variety of geographies. The department also supports commercial
growth through expert services, seamless customer onboarding, service issue
resolution, client account set up, customer long term relationship management,
and the successful implementation and lifecycle management of diagnostic lab
testing, software, and workflows. With a strong emphasis on financial margin
optimization, this department applies systems thinking, data analytics,
digitization to identify improvement opportunities, drive evidence-based
decision-making, and ensure high-impact service delivery. Lean Six Sigma
methodologies are leveraged to lead continuous improvement, promote process
standardization, and implement automation initiatives that increase efficiency,
scalability, and consistency across operations.
About Position:
We are seeking a highly analytical and results-driven Senior Manager, Customer
Solutions with strong discipline to lead strategic initiatives focused on
revenue growth opportunities and margin improvement within the Customer
Solutions Department. What distinguishes this senior leadership role is a heavy
emphasis on strategy execution—taking complex business challenges from concept
through to scalable implementation. This role is ideal for a strong leader who
can guide the team on problem solving with a Continuous Improvement mindset who
leverages advanced project management, business analysis, and data-driven
insights to drive operational excellence while delivering a world class customer
service.
As a key influencer and change agent, you will partner extensively across
cross-functional teams—including Commercial, Billing, Laboratory Operations, IT,
Patient Services, and Health Plans—to deliver seamless solutions that support
regional growth strategies, lead field support with Customer Solutions
Resources, ultimately implementing strategies that elevate the Customer
Experience, improve outcomes, and drive long-term customer loyalty.
The Sr. Manager is largely remote but must reside within the US. Ideally, the
Sr. Manager will reside near a major Quest hub, including Lenexa, KS, St. Louis,
MS, Cincinnati, OH, Denver, CO, and Wood Dale, IL.
RESPONSIBILITIES
Duties and Responsibilities
Strategically lead both internal and external facets of the new client
onboarding end to end journey; continuously adapt the start-up framework to
balance client-specific flexibility with critical financial guardrails to
maximize customer satisfaction while also maintaining KPIs and protecting
operating margins.
Establish dynamic KPIs to address evolving business needs and architect
robust strategy execution plans to ensure the profitable, seamless
integration of large, complex deals
Oversee standard and complex onboarding of accounts, Problem Resolution
functions, Customer retention activities and acts as Customer Advocate for
process improvement and transformation change management in all aspects of
operations.
Oversee and guide team on large complex client integrations & onboardings
while finding opportunities for digital transformation, operational
excellence and customer satisfaction, at times directly lead them as needed.
Partner with the Commercial Sales team, Client Services, Billing, IT ,and all
laboratory operations to Logistics to establish relationships and
problem-solving processes that are seamless to the external customer.
Develop strategies, utilizing Lean Six Sigma methodologies where
applicable, to address chronic problems to facilitate permanent end to end
resolution.
Accountable for written client communication. Including but not limited to:
drafting, editing, ensuring compliance review, distribution, and
correspondence filing when necessary
Ensure compliance with the established quality system and actively
participate in monitoring, corrective action and its effectiveness
Develop, coach and mentor the Customer Solution function(s) and provide
general supervision to ensure all tasks are completed accurately and on a
timely basis.
Ensure individual compliance with all company policies and government
regulations.
Participate on National Customer solutions best practice teams and implement
best practices.
Provide oversight for client visits.
Provide onsite resources for new account customer onboarding, existing
customer in-service activities and at-risk mitigation processes.
Provide assistance with Regional Commercial post-Sales Academy training
program.
Develop and ensure delivery of client specific quality reports.
Oversee the at-risk process to reduce account attrition (linking business
unit with Sales and Corporate).
Provide support for RFP and bid proposal processes.
Align with Health Plan leadership to resolve grievances and implement
required plan changes.
Support the Customer Business Review process for key customers providing
support as required.
Oversee staff that executes customer reviews and analysis of account problems
and expedites their resolution; establish practices to support Commercial
representatives with managing their account activity, problem resolution, and
prospective monitoring of key accounts.
Other duties as assigned. This is not an exhaustive list of all duties and
responsibilities, but rather a general description of work performed by the
position.
QUALIFICATIONS
Required Work Experience
6+ years of professional experience in customer service 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 direct, executive-level customer-facing experience.
3+ years leading operational excellence, change management, and large-scale
transformation or digitization initiatives. Practical application & knowledge
of Lean Six Sigma principles to drive workflow optimizations.
Comprehensive, global understanding of clinical laboratory business models
and their service delivery requirements to be able to work with large health
systems, hospital, clinical customers.
Prior proven program/project management experience to lead complex end to end
projects delivering measurable results is required. PMP knowledge is
required. PMP certification is strongly preferred.
Proven ability to translate Power BI/Tableau dashboard insights into clear,
actionable direction that guides frontline teams, optimizes workflows, and
drives strategic decisions
Strong understanding linking operational metrics to financial P&L
performance.
Proven ability to influence stakeholders and drive organizational change
Exceptional communication, writing, and presentation skills to convey complex
issues clearly to client leadership.
Strong ability to work collaboratively across diverse, cross-functional, and
virtual team environments.
Strongly Preferred Qualifications
PMP Certification.
Lean Six Sigma Green/Black Belt certification.
A proven track record of successfully implementing Kaizens or
process-improvement frameworks.
AI & Digital Innovation- Proven prior experience leveraging and deploying
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
another related field.
Quest experience preferred
Work Environment:
Travel Up to 25%