Customer Service Director

OUR CARE VALUES

Hoan My is guided by our CARE values: Commitment to Quality Care, Accountability for Outcomes, Respect for Our Communities, and Empathy with Our Patients. These principles shape how we work and how we treat one another. We seek people who put these values into practice and show excellence, innovation, and integrity in their work.

JOB SUMMARY

The Group Customer Experience Director will lead the development and execution of customer service and CX strategy across Hoan My’s healthcare network, ensuring a consistent, high-quality, and patient-centric experience aligned with the company’s mission and values. The role partners with senior leadership and hospital teams, while driving employee training and service culture to enhance service excellence, patient satisfaction, loyalty, and advocacy across the entire healthcare journey.

MAIN RESPONSIBILITIES

Strategic CX Leadership

• Develop and execute Group-wide Customer Service & CX strategy aligned with business objectives and patient needs.
• Lead end-to-end patient journey improvement, setting CX standards, KPIs, and performance targets.
• Drive CX innovation through industry trends, technology, and best practices.

People & Cross-Functional Leadership

• Partner with medical, operational, and functional leaders to embed a consistent CX strategy across the network.
• Lead and develop high-performing CX teams and Group-wide service training programs.

Patient Experience & Insights

• Foster a patient-centric culture and act as a patient advocate across the organization.
• Lead patient feedback, satisfaction, and complaint management programs; translate insights into actionable improvements.
• Monitor key CX metrics including NPS, CSAT, Patient Satisfaction Index, and RFM.

Service Excellence & Governance

• Establish and maintain Group-wide service standards, policies, and processes to ensure consistent service quality.
• Drive operational efficiency, continuous improvement, and compliance with healthcare, accreditation, and data privacy requirements.
• Lead resolution of critical patient complaints and implement preventive actions to avoid recurrence.

• Bachelor’s degree in Business, Healthcare Management, Communications, or related field.
• 8–10 years in Customer Service/CX, with 5+ years in leadership, preferably in healthcare.
• Proven experience leading CX/service operations and teams in large, multi-site organizations.
• Experience in multi-site training and employee development.
• Strong knowledge of healthcare standards, patient safety, and data privacy.
• Strong strategic CX leadership, change management, and continuous improvement capabilities.
• Excellent people leadership, communication, coaching, collaboration, and problem-solving skills.
• Data-driven mindset with proficiency in CX, CRM, and analytics tools.
• Strong innovation and cross-functional leadership skills in a fast-paced environment.

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Thank you for your interest in career opportunities at Hoan My Medical Corporation.

Candidates whose qualifications match our hiring requirements will be contacted within 14 days for the interview process. We appreciate your interest in joining Hoan My Medical Corporation. If you are not selected for this role, your application will remain in our candidate database for consideration for future opportunities.