Customer Experience Manager Jobs in Rochester, MN

The IT Manager for the Outpatient Ancillary Unit leads teams responsible for the support, configuration, and optimization of Epic modules that enable clinical workflows.  Areas of technical responsibility include Secure Chat, In Basket, Mobile (Haiku/Canto/Rover), Home Health and Hospice, Welcome, Result Routing, Questionnaires, Care Plans, MyChart, Bedside, Carelink and Care Everywhere.  This role ensures clinical teams are equipped with reliable, intuitive, and efficient technology solutions that enhance staff efficiency, patient care, and operational excellence. The manager oversees system updates, change requests, incident resolution, and enhancement delivery, ensuring alignment with clinical needs and organizational standards. They collaborate closely with operational leaders, clinical informatics, and IT partners to ensure technology solutions are safe, scalable, and responsive to evolving care models. This position includes team leadership, project oversight, and coordination with Epic and enterprise stakeholders, playing a key role in advancing digital capabilities in the clinical setting.
The Manager, Digital Technology Org provides cross-functional leadership to ensure the successful planning, execution, and optimization of digital operations, service delivery, analytics, governance, and information security within Mayo Clinic's technology ecosystem. The role is accountable for leading operational teams, advancing service excellence, enabling data-driven decisions, and maintaining compliance within a rapidly evolving digital environment.

This position will collaborate with technical teams, business stakeholders, analysts, and external vendors to support enterprise digital goals, while championing user-centered service outcomes and responsible information stewardship.

Digital Operations and Service Delivery: Lead day-to-day operations for IT and digital services across assigned domains. Monitor and optimize performance of digital platforms, analytics pipelines, or service management systems. Coordinate resolution of service issues, proactively identify risks, and oversee continuous improvement initiatives. Experience in health systems, research environments, or regulated industries. Experience with digital reporting tools, performance dashboards, and user analytics platforms.

Team Leadership and Collaboration: Familiarity with AI/ML deployment, digital analytics tools, cybersecurity frameworks, or agile delivery models. Excellent communication skills, strategic thinking, and the ability to manage ambiguity. Manage, mentor, and evaluate teams of analysts, technologists, or service personnel. Foster a culture of collaboration, accountability, and service excellence. Partner with clinical, administrative, and technology stakeholders to ensure aligned priorities and transparent communication.

Strategic Input and Planning: Contribute to departmental and enterprise-wide technology strategies. Translate digital program goals into operational objectives and workflows. Support cost modeling, budgeting, resource planning, and project coordination.
Service Governance and Reporting: Define and enforce standards for service management, documentation, and performance reporting. Collaborate with governance boards and executive sponsors to ensure service alignment and oversight. Manage internal audit readiness, documentation accuracy, and customer satisfaction feedback loops.

Digital Analytics and Insights: Leverage digital tools to monitor user behavior, product performance, and organizational KPIs. Support campaign analysis, business case modeling, and reporting related to experience or operational efficiency. Utilize research findings to inform tactical and strategic recommendations.

Information Security Operations: Ensure compliance with security frameworks and data protection protocols. Oversee implementation of access control, system integrity, and response procedures in collaboration with enterprise security partners. Champion security awareness and training across supported teams.
This is a hybrid position and incumbent must live within 100 miles of a Mayo Clinic site (Rochester, MN; Phoenix/Scottsdale, AZ;  Jacksonville, Fl; Mankato, MN; Eau Claire , WI; La Crosse, WI).  Expectation is 20% of time spent on campus.  

Mayo Clinic will not sponsor or transfer visas for this position including F1 OPT STEM.

Bachelor's degree in a related field (e.g., Information Technology, Computer Science, Data Analytics, Business Administration, Health Informatics). Minimum of 6 years of progressively responsible experience in digital operations, IT service delivery, analytics, or program management. Demonstrated ability to lead cross-functional teams, manage concurrent initiatives, and partner across complex organizational structures.

Master's degree in Business Administration, Information Systems, Public Health, or related field preferred.

Bachelor's degree in a related field (e.g., Information Technology, Computer Science, Data Analytics, Business Administration, Health Informatics). Minimum of 6 years of progressively responsible experience in digital operations, IT service delivery, analytics, or program management. Demonstrated ability to lead cross-functional teams, manage concurrent initiatives, and partner across complex organizational structures.

Master's degree in Business Administration, Information Systems, Public Health, or related field preferred.