Experience Manager - OpEx & Guest Experience (Health Services)
On-site · Durant, Oklahoma, United States
Job Summary
Experience Manager for OpEx and Guest Experience leads cross-department initiatives to improve guest/member experiences by analyzing feedback, defining service standards, training leaders and staff, and driving continuous improvement. Responsible for communicating the service vision, conducting in-person observations and intercepts, analyzing satisfaction data, coordinating with operational teams on staffing and contingencies, leading experience-focused meetings, promoting recognition of excellent service moments, and supporting language initiatives in guest interactions. Requires leadership experience in health, hospitality, gaming, or customer service, strong analytical and communication skills, and ability to influence multiple levels of management; degree preferred with substantial related experience.
Required Qualifications
- Bachelor’s degree preferred in health care, hospitality management, or a business-related field and three years of leadership experience in gaming, hotel operations, health, or food and beverage, or customer service OR seven years of directly related experience in lieu of education
- Strong analytical skills, attention to detail, and efficient time management
- Experience with improvement tools such as Developmental Plans, Root Cause cross-functional problem solving
- Ability to act in a leadership capacity developing and implementing
- Proven skills that contribute to the development of property improvements and sustainable enhancements to the tribal member experience
- Excellent oral and written communication techniques and presentation skills
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