Director, Customer Experience & Implementation

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems, and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration.

The Director, Customer Experience & Implementation leads the Customer Engagement strategy and execution throughout the customer onboarding journey, partnering with Deployment, Operations, Customer Executives, Marketing, and Shared Services to deliver a seamless and differentiated experience from contract signature through stabilization. This role creates a high-touch onboarding model that builds customer confidence and supports long-term partnership success. Following implementation, the Director supports Enterprise Customer Engagement teams throughout the contract lifecycle through a white-glove framework that enhances the overall customer experience.
Here’s What You Can Expect

- Own the enterprise customer onboarding and customer experience strategy across all Enterprise customers, establishing standards, governance, and operating models from contract signature through lifecycle maturity.

- Serve as a senior point of contact for customer executives and key stakeholders during onboarding and implementation activities.

- Define and govern enterprise onboarding methodology, customer engagement standards, communication frameworks, and executive governance models across customer implementations.

- Facilitate customer readiness reviews and post-implementation assessments.

- Lead executive-level intervention strategies for high-risk customer relationships, driving enterprise alignment and sustainable resolution of systemic customer experience issues.

- Own onboarding and engagement outcomes, including NPS, KLAS impact, customer adoption, executive engagement, and implementation experience indicators.

- Establish enterprise-wide white-glove customer experience standards and governance across Enterprise and R37/Phare customer relationships.

- Partner with the VP and Customer Optimization & Satisfaction team on experience reviews and strategic business reviews with R1 executive stakeholders, including internal sentiment analysis for Customer Engagement teams.

- Partner with Marketing to create customer-facing materials, executive communications, and engagement campaigns.

- Lead enterprise customer experience improvement initiatives, directing cross-functional priorities and influencing operational, technology, and service investments.

- Develop strategies that improve retention, executive engagement, customer advocacy, and long-term partnership growth across R1 strategic accounts.

- Build and scale the Customer Experience function, including future leadership and organizational design responsibilities.

- Perform additional duties and responsibilities as assigned.

Qualifications:

- Healthcare Revenue Cycle Management experience.

- Bachelor’s degree or an equivalent combination of education and experience.

- 10+ years of experience in customer onboarding, implementation, customer success, healthcare operations, consulting, or a related field.

- 10+ years of leadership experience managing teams and cross-functional initiatives.

- Proven success leading customer transitions, large-scale operational programs, or account management teams.

- Strong executive presence, communication, relationship management, and problem-solving skills.

- Ability to influence across a matrixed organization and manage multiple priorities simultaneously.

- Experience building customer experience, onboarding, or service delivery programs preferred.

- Experience partnering with customer executives and senior operational leaders preferred.

- Change management, Lean, Six Sigma, or project management certification pref