HealthTrust ยท 5 hours ago
Director Procure to Pay Customer Experience
Nashville, TN
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expHealthTrust is an organization that invests in its team members, and they are seeking a Director Procure to Pay Customer Experience. This role involves leading and optimizing the end-to-end Procure to Pay experience for internal stakeholders and external suppliers, driving process excellence, digital transformation, and stakeholder satisfaction.
ConsultingLegalProfessional Services
Responsibilities
Design and implement a cohesive customer experience strategy for the P2P function aligned with enterprise goals
Act as the P2P process owner for customer experience, driving continuous improvement across stakeholder and supplier journeys
Establish customer satisfaction KPIs and service level expectations (SLAs), and track performance across all P2P functions
Identify friction points in the P2P lifecycle and lead cross-functional initiatives to eliminate inefficiencies
Partner with Procurement, AP, IT, and Finance to optimize workflows, tools, and user interfaces
Lead the implementation of self-service tools, supplier portals, chatbots, and other digital solutions to enhance the user experience
Serve as the liaison between P2P and internal departments to capture feedback and align process enhancements
Champion stakeholder education and change management to ensure smooth adoption of new systems and practices
Lead forums, surveys, and feedback sessions with business units and suppliers to ensure their needs are being met
Analyze customer feedback, transaction data, and process metrics to uncover trends and drive data-informed decisions
Deliver executive-level reporting on P2P customer experience performance, root causes of dissatisfaction, and improvement initiatives
Build, lead, and mentor a high-performing team focused on delivering superior service and operational excellence
Foster a culture of empathy, collaboration, innovation, and continuous improvement
Performs other duties as assigned
Practices and adheres to the 'Code of Conduct' and 'Mission and Value Statement.'
Qualification
Required
Bachelor's degree in business, Supply Chain, Finance, or related field, required
5+ years in a leadership role with a focus on customer experience or process excellence, required
Strong understanding of end-to-end P2P processes, systems (e.g., SAP, Oracle, Coupa, Ariba), and compliance requirements, required
Preferred
Master's degree or MBA, preferred
Benefits
Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
Free counseling services and resources for emotional, physical and financial wellbeing
401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
Employee Stock Purchase Plan with 10% off HCA Healthcare stock
Family support through fertility and family building benefits with Progyny and adoption assistance.
Referral services for child, elder and pet care, home and auto repair, event planning and more
Consumer discounts through Abenity and Consumer Discounts
Retirement readiness, rollover assistance services and preferred banking partnerships
Education assistance (tuition, student loan, certification support, dependent scholarships)
Colleague recognition program
Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.
Company
HealthTrust
HealthTrust is a consulting firm that provides valuation, litigation support and advisory services for organizations.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Colleen Blumenthal
COO, Partner
Alan Plush
Senior Partner
Company data provided by crunchbase