Job Description
What is your Purpose
As the National Customer Excellence Manager, your job is to make sure Daniels delivers on what we promise, at scale and consistently across every region.
You lead the Regional Customer Excellence Business Partners, setting direction, building consistency, and developing the team. At the same time, you are a hands-on contributor, owning strategic workstreams that require sustained thinking and cross-functional coordination. You own the Voice of Customer program, drive the NPS and churn analysis process in partnership with the BI and Analytics team, and serve as the senior CX point of contact for Field Service, Account Management, Finance and Sales on anything customer-facing that requires national coordination.
This role is for someone who can be handed a problem and come back with a solution. You work without close direction, bring recommendations and answers rather than problems, and make the Director of Customer Experience more effective by owning the work that matters most.
What you will do
Strategic Leadership
- Own and drive CX strategic initiatives from start to finish, including defining the problem, building the approach, and seeing it through to implementation.
- Own the Voice of Customer program nationally, synthesizing NPS results, case trends, and field intelligence from the regional team into a clear picture of where the customer experience stands and where it needs to go.
- Lead the NPS program nationally, including survey cadence, result analysis, trend reporting, and action planning.
- Work with the BI and Analytics team to develop customer insights including churn analysis, DIFOT correlation, and at-risk account identification. Translate data into recommendations the business can act on.
- Build and maintain a view of account health across the portfolio, flagging at-risk accounts before they become retention problems.
- Develop and maintain the acquisition integration playbook for CX, defining what the team does in the first 30, 60, and 90 days when a new market comes online.
People Leadership
- Lead, develop, and set expectations for the Regional Customer Excellence Business Partners across all regions.
- Build consistency across the regional team in how they engage with customers, hold internal teams accountable, and communicate. As new regions are added, ensure each CXBP is set up to operate to the same standard.
- Support the hiring and onboarding of new Regional CXBPs as the function grows.
- Act as an escalation point when issues cannot be resolved at the regional level.
Cross-Functional Collaboration
- Serve as the senior CX point of contact for cross-functional partners on anything customer-facing that requires national coordination.
- Work across functions to identify and address systemic issues affecting the customer experience, particularly when the root cause sits outside CS.
- Contribute to cross-functional process improvement initiatives with a clear focus on customer impact.
Reporting and Insights
- Deliver regular reporting to the Director of Customer Experience on regional performance, customer trends, churn risk, and strategic initiative progress.
- Ensure the regional team is maintaining accurate records and using CX tools and processes consistently.
Candidate Profile
Skills and Qualifications
- 7 to 10 years of experience in customer experience, customer service operations, or a related customer-facing operations role.
- Comfortable working without close direction and building plans from scratch.
- Experience leading geographically distributed teams.
- Comfortable working with BI and analytics teams to shape analysis and interpret results in a business context.
- Strong written and verbal communication skills, with the ability to influence across functions and levels.
- High proficiency in Salesforce and Microsoft Office Suite.
- Experience in logistics, healthcare, or regulated service industries desirable but not required.
Character Competencies
- Thinks independently and brings recommendations, not just observations.
- Develops people, builds trust, and holds teams accountable without hovering.
- Sees the big picture and knows how to connect day-to-day work to longer-term goals.
- Works well across functions and does not get territorial.
- Comfortable in a fast-growing environment where the structure is still being built.
Work Environment
Remote, with approximately 30% travel to business units, customer sites, and internal team meetings across the US.
This position description outlines the general nature and key responsibilities of the role. It is not an exhaustive list of all activities, duties, or responsibilities. Employees may be required to perform other duties, as needed
$91,261 - $111,467 a year
“The pay range for this position is $91,261 to $111,467 base salary. Actual compensation within this range will depend on factors unique to each candidate, such as prior experience, skill, certifications, and work location. Pay variations by location reflect local conditions and differences in the cost of labor.
At Daniels Health, we are committed to supporting our employees’ well-being, work-life balance, and career growth through a comprehensive benefit package. Eligible employees enjoy benefits such as medical, dental, and vision insurance, retirement savings plans with company match contributions, paid vacation and sick time, wellness resources, life insurance, and professional development opportunities.”
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
