Client Experience Operations Manager

SUMMARY:
If you're energised by the idea of reshaping the healthcare journey for both providers and patients, this opportunity may be your next step.

We’re looking for a Client Experience Operations Manager to help shape and optimise the end-to-end client journey for our values-driven healthtech client. This role will focus on driving service delivery, client onboarding, and continuous improvement across key operational touchpoints.

POSITION INFO:
Key Responsibilities

• Lead Client Onboarding and Client Service Teams
• Client Journey Mapping & Process Documentation
• Streamline & Optimise Client Operations
• Technology & Systems Alignment
• Develop & Implement SOPs
• Monitor & Manage Key CX Metrics
• Drive Client Retention & Satisfaction
• Client Issue Resolution & Backlog Management
• Client Feedback & Improvement Loops
• Cross-functional Collaboration
• Team Leadership

• National Senior Certificate (Matric) is essential
• Tertiary qualification in Business Administration, Commerce, Finance, IT, or related field (advantageous)
• 5+ years experience in designing and implementing CX process improvements
• 3+ years experience in CX/client service within healthcare and/or information technology sectors
• 3+ years of demonstrated success in leading and delivering projects
• 3+ years leading managers of teams

• Proficiency in CRM platforms (e.g. Salesforce), customer feedback tools, analytics software
• Strong understanding of CX metrics (e.g. NPS, CSAT) and journey mapping
• Skilled in developing and implementing standard operating procedures
• Ability to set targets, monitor performance, and report effectively
• Strong prioritisation and communication skills
• Technically adept and digitally fluent
• Experience with AI-driven tools for automating processes, enhancing insights, and personalising client experiences, including chatbots, sentiment analysis, and predictive analytics.

• Demonstrates purpose-driven leadership rooted in company values, combining structured execution, collaborative decision-making, and client-centred problem-solving with empathy, resilience, and a growth mindset in dynamic environments.