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Mgr, Custom Experience Coaching Team

Job ID 17-2141 Date posted 10/11/2017 Employment Type Full Time (Regular) Shift Days Shift Length 8 Hours Weekend Requirement None Hours Per Pay Period 80 Location Robbinsdale, Minnesota
DescriptionThe Customer Experience Coaching Team Manager will be responsible for leading and developing a team of Customer Experience Performance Coaches to help team members across the system to deliver unmatched service to our customers. The Manager has the primary responsibility for partnering with leaders and team members across the North Memorial Health system to improve all aspects of customer experience. They provide coaching, feedback, and follow up to team members at all levels across the North Memorial Health system to ensure follow up on identified areas of opportunity. They also assist the Brand Culture and Education and Metrics and Analytics teams in identifying need areas within the system and developing solutions for Customer Experience opportunities. Additionally, they develop coaching and consulting skills for the Performance Coaching team. Finally, the Manager ensures the development, implementation, and evaluation of system-wide best practices focusing on continual improvement of the customer experience.

• Requires extensive partnership and collaboration across leaders and departments within the NMH system.
• Engages leaders, front-line team members, and key providers in the planning/observation, implementation and evaluation of customer experience improvement processes.
• Possesses a demonstrated ability to impact customer experience metrics across the system.
• Accepts other duties as assigned to promote the accomplishment of department and organizational goals.
• Ensures the Customer Experience Performance Coaching team has the proper resources and support identify, implement and measure improvements in customer experience.
• Manages Performance Coaching team budget and resources.
• Drives design and delivery of communication plans, analysis tools and training solutions.
• Bachelor's Degree required.

• Three years of experience leading large/complex projects.
• Experience in a coaching, training or consultation role.
• Experience in leading a professional team.
• Two or more (2+) years working in a complex healthcare environment.

Knowledge, Skills and Abilities
• Successful project management skills required.
• Ability to tactfully provide peer-to-peer coaching feedback.
• Ability to gain consensus and drive collaboration to deliver on company vision.
• Demonstrated written, verbal and formal presentation skills.
• Demonstrated leadership skills, including: team building, supervision, problem solving, conflict resolution, and change management.
• Knowledge of change theories, modes, and methodologies.

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  • Healthcare Management and Executive, Robbinsdale, Minnesota, United StatesRemove