Senior Director of Customer Experience

Pittsburgh, PA 

Grane Rx leverages innovative solutions to deliver exceptional care to our PACE and LTC pharmacy customers. We are committed to enhancing the health outcomes of the communities we serve through personalized and compassionate services.

The Senior Director of Customer Experience is a pivotal role responsible for leading the development and execution of Grane Rx's customer experience strategy. This position will focus on building a customer experience team dedicated to elevating service standards, optimizing customer satisfaction, and fostering long-term relationships with our PACE and LTC pharmacy customers.

Key Responsibilities:

• Develop and implement a comprehensive customer experience strategy that aligns with company objectives and customer expectations.
• Lead the customer experience team in the design, execution, and management of programs that enhance customer engagement and loyalty.
• Collaborate with cross-functional teams to integrate customer experience insights and best practices into all facets of the organization.
• Drive continuous improvement initiatives based on customer feedback, market trends, and performance metrics.
• Advocate for customer-centric culture transformation across the organization.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field. An MBA or equivalent is preferred.
• Proven experience in customer experience management, preferably within the PACE and LTC pharmacy sectors.
• Strong leadership skills with the ability to build, mentor, and motivate a high-performing team.
• Excellent analytical and strategic thinking abilities, with a track record of leveraging data to inform decision-making.
• Demonstrated success in managing customer research, voice of the customer programs, and customer relationship management systems.
• Effective communication and stakeholder management skills.

Preferred Experience:

• Previous experience in a PACE environment is highly desirable.
• Certifications in Customer Experience (e.g., CCXP) or Lean/Six Sigma are advantageous.
• Technological proficiency with modern customer service platforms and analytics tools.

What We Offer:

• A dynamic and supportive work environment committed to innovation and excellence.
• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Chance to get involved in one of CMS most innovative programs, PACE

How to Apply:

Interested candidates are invited to submit their resume and cover letter outlining their qualifications and experience related to this role.

Over 30 years Grane Rx has been an industry leader, revolutionizing long-term care pharmacy solutions and services. The company focuses on caring for thousands of assisted living and nursing home residents along with onsite clinical consulting and training. Long Term Care and PACE pharmacy solutions from Grane Rx are currently available in four states.

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