Overview: ECRI is an independent, nonprofit organization that serves as a trusted authority on healthcare practices and products which improve safety, quality, and cost effectiveness of patient care. ECRI serves more than 5,000 members and clients globally and across all care settings, inclusive of healthcare liability insurers, public and private payers, and US federal and state government agencies. The organization has an interdisciplinary staff of 500 who marry practical experience and uncompromising independence with the thoroughness of objective, evidence-based research. ECRI has realized strong double-digit growth over the past years and today has revenues of $70 million.
ECRI is the only organization worldwide to conduct independent medical device evaluations, with labs located in North America and Asia Pacific. ECRI is designated an Evidence-based Practice Center by the U.S. Agency for Healthcare Research and Quality and a federally certified Patient Safety Organization by the U.S. Department of Health and Human Services.
About the role: Reporting to the Chief Executive Officer and serving as a key member of the executive team, the Chief Client Experience Officer (CCEO) will actively lead the execution of the organization’s strategies with a focus on operational excellence and stellar customer service. The CCEO is tasked with managing ECRI’s Membership Services, the Customer Service function, Product Management, Operational Excellence /Continuous Improvement, and leads ECRI’s international operations.
Bachelor’s degree in business Administration, or related discipline required. MBA or Master’s degree with emphasis on Health Care Administration, is preferred.
10-15 years of experience with demonstrated success as a VP with significant operational accountability and progressively responsible management and experience is required.
Proven ability to effectively manage end-to-end customer service operations to drive membership and customer growth and retention is vital. Understanding the voice of the customer is essential. Experience using process-improvement tools such as Lean (Kanban preferred) and Six Sigma is highly preferred.
Strong experience in holistic product management from ideation to end of life, with particular expertise with Software as a Service (SaaS) and other web-based software tools is highly desirable.
Data-driven and analytical in nature, the successful candidate will possess experience in healthcare delivery providers, payers, drug, device, and/or diagnostic manufacturers.
Proven and successful track record recruiting, mentoring, and inspiring and empowering individuals with an ability to hold people accountable and to deliver superior performance.
Ability to relate to and effectively work with a diverse group of individuals, groups, and people collaboratively and diplomatically. Proven ability to engage internal and external constituencies.