VP Customer Experience

Job Summary

The Vice President, Customer Experience (CEVP) Responsible for developing support processes and procedures to align strategic initiatives between Air Methods and our partners. This role will focus on strengthening relationships with key stakeholders, identifying and mitigating risk, and working cross-functionally to optimize our partner engagements to achieve commercial goals. Success will be contingent upon partner satisfaction, retention, and growth. 

Core Responsibilities for all jobs at this level

• Establishes direction for business-critical departments or a function in alignment with strategic plans established by executive leadership
• Recommendations have a measurable impact on the function, division and affect the financial, employee or public relations of the company
• Provides input on strategy and translates developed strategies and objectives into actions within the function or division
• Initiates execution and initiatives to support the organization in achieving the short-term business goals and objectives

Essential Functions and Responsibilities

• Customer Relationship Management
  • Cultivate relationships with mid- to senior-level stakeholders at hospital systems and stand-alone facilities.
  • Support executive sponsors in maintaining board-level and C-suite engagement.
  • Coordinate customer touchpoints and ensure consistent communication across accounts.
• Customer Experience Operations
  • Implement CX programs that align with contract deliverables and customer expectations.
  • Lead account-level business reviews and ensure follow-through on action items.
  • Monitor service performance and escalating issues impacting customer satisfaction.
• Customer Insights & Advocacy
  • Collect and analyze feedback from hospital partners to identify trends and improvement areas.
  • Collaborate with analytics teams to translate insights into actionable initiatives.
  • Advocate for customer needs within internal planning and decision-making forums.
  • Identify risks to the partnership/business and facilitate mitigation efforts.
• Cross-Functional Collaboration
  • Partner with Sales, Operations, and COE teams to ensure unified customer experience.
  • Support greenfield launches and account transitions with relationship continuity.
  • Contribute to internal training and enablement efforts to reinforce CX standards.
• Performance Metrics
  • Support achievement of renewal and retention targets.
  • Develop expansion opportunities through relationship management.
  • Track and report on customer engagement metrics and satisfaction scores.

Additional job requirements:

• Other duties as assigned
• Indicate the percentage of time spent traveling < 70%

Subject to applicable laws and Air Method’s policies, regular attendance is an essential function of the position. All employees must follow Air Methods’ employment practices and policies.

Supervisory Responsibilities

No direct supervisory responsibilities but subject to change based on the needs of the business. Candidates for this role must be willing to take on supervisory responsibilities in the future. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. In accordance with applicable laws, Air Methods will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.

Education & Experience

• Bachelor’s degree in Business, Healthcare Administration, or a related field from a four-year college or university; and fifteen (15) or more years’ related experience and/or training; or equivalent combination of education and experience
• Minimum of 10 years of progressive experience in customer experience, account management, or commercial operations, preferably within healthcare or aviation.
• Proven experience managing customer relationships at the senior administrator or director level.
• Demonstrated success in supporting sales growth, contract renewals, and customer satisfaction initiatives.
• Master’s degree (MBA or related) is preferred but not required. 

Skills

• Strong operational and tactical execution skills with a customer-centric mindset.
• Excellent interpersonal and communication skills, with the ability to build trust and rapport across diverse stakeholder groups.
• Proficient in analyzing customer feedback and translating insights into actionable improvements.
• Skilled in cross-functional collaboration, especially with Sales, Clinical, and Operations teams.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Comfortable presenting to senior leadership and contributing to strategic discussions. 

Computer Skills

• Advanced Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)

Certificates, Licenses, Registrations

• None

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Air Methods is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

For more information on our industry-leading benefits, please visit our benefits page here. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)