The Manager, Client Experience & Continuous Improvement will support the design, execution, and continuous improvement of Paradigm’s centralized issue tracking and management process within Salesforce. This role is responsible for ensuring client issues and requests are accurately triaged, efficiently routed, actively managed, and resolved in a timely manner, while driving visibility into trends, root causes, and systemic improvements.This is a player-coach role requiring both hands-on execution and strategic leadership, combining operational oversight (intake governance, monitoring, reporting) with ownership of process design, scalability, analytics, and continuous improvement.In addition, this role will actively support and participate in key Customer Experience (CX) initiatives as determined by the SVP of Customer Experience, contributing to broader efforts to enhance client experience, strengthen cross-functional alignment, and drive enterprise CX maturity.*This is a hybrid position in the Tampa office location DUTIES AND RESPONSIBILITIES: Intake Governance Responsible for intake and queue governance for inbound client issuesEstablish and enforce triage standards, SLAs, and governanceEnsure issues are accurately classified, prioritized, and routed based on defined standards and business impact Case Monitoring & Resolution Management Monitor active issues to ensure timely progress, resolution, and adherence to SLAs and escalation protocols.Proactively identify stalled or at-risk cases and intervenePartner with Account Management, Operations, and Product teams to remove barriers Continuous Improvement & Root Cause Resolution Identify root causes, recurring trends, and systemic improvement opportunities.Ensure accurate documentation and tracking of corrective actions in Salesforce.Partner cross-functionally to implement process, workflow, and system improvements.Drive scalable solutions that improve efficiency, reduce issue recurrence, and enhance customer outcomes. Salesforce Process & Reporting Ownership Own Salesforce case management design enhancements, including: Fields, workflows, routing rules, and dashboardsDevelop and maintain reporting on issue volume and trends, resolution timeliness, root cause distribution, and repeat issues / systemic defects.Leverage issue data to identify emerging risks, inform prioritization, and influence enterprise decision-makingTranslate insights into actionable recommendations for leadership Rollout & Scaling Across Products Lead expansion of issue tracking across additional products and business linesDevelop standardized onboarding approach for new teamsEnsure consistency while accommodating product-specific nuances Metrics, Governance & Executive Reporting Define and manage KPIs for issue management performancePublish recurring dashboards and executive summaries to stakeholdersSupport CX Council / Steering Committee with insights and recommendations Training, Adoption & Change Management Develop training materials and SOPs for issue management processesLead training sessions for internal teamsChampion adoption and proper usage of the issue tracking systemAct as the voice and advocate of the process Customer Experience (CX) Initiative Support Actively participate in and support key CX initiatives as determined by the SVP of Customer ExperienceContribute to cross-functional CX programs, including, but not limited to, Voice of Customer (VoC), journey mapping, experience improvement initiatives, and customer health and risk identification programsProvide issue tracking insights to inform enterprise CX strategy and prioritizationPartner with CX leadership to ensure alignment between issue management outputs and broader experience transformation goals Team Leadership (Future-State) Build and lead a team of issue management analysts/coordinatorsEstablish roles, responsibilities, and performance standardsProvide coaching and oversight as the function scales. Operational Expectations & Standards Maintain reliable and predictable attendance during scheduled work hours or core business hours. Travel occasionally for meetings, training, or business-related activities. Utilizes AI tools to support day-to-day tasks, improve efficiency, and enhance output quality. Adopts new technologies as trained and applies them in alignment with established processes and guidelines.Demonstrates a customer-first mindset by reinforcing expectations of all employees as drivers of customer excellence by actively fostering engagement, clarity, accountability, and support, recognizing that a positive and consistent employee experience directly influences service quality and customer outcomes.Responsible for complying with Paradigm Information Security requirements and policies, for safeguarding Paradigm or Paradigm related passwords, and for notifying Paradigm of any Information Security incidents per policy SEC 10-12 Information Security Incident Management. QUALIFICATION REQUIREMENTS: Education Bachelor’s degree in Business, Operations Management, Healthcare Administration, Information Systems, or related field required Equivalent combination of education and relevant experience will be considered Lean / Six Sigma certification (Green Belt preferred) Experience: 7+ years of progressive experience in operations, customer experience, issue/case management, or process improvement role within workers’ compensationDemonstrated experience with Salesforce case management (or similar CRM platforms), including reporting and workflow designExperience with data visualization tools (e.g., Tableau, Power BI)Proven ability to design, implement, and scale operational processes in a cross-functional environmentStrong analytical skills with the ability to translate data into actionable insights and executive-level reportingExperience with root cause analysis and driving continuous improvement initiativesAbility to influence and drive accountability across cross-functional teams without direct authorityExperience leading process adoption, training, and change management initiativesStrong organizational and prioritization skills, with the ability to manage multiple priorities and make sound decisions in fast-paced, ambiguous environmentsExcellent communication skills, including the ability to present complex information clearly and concisely to both operational and executive audiencesDemonstrated critical thinking, problem-solving, and sound judgment, particularly in triage and escalation scenariosHigh level of ownership, accountability, and attention to detail, with a proactive and solution-oriented mindsetStrong collaboration and relationship-building skills, with a customer-centric approach to problem-solvingFamiliarity with customer experience (CX) concepts such as Voice of Customer (VoC), journey mapping, or customer health metricsExperience managing or supporting enterprise initiatives or multi-phase rollouts Prior supervisory or team leadership experience required Core Competencies: Operational Execution & Process Management - ability to design, implement, and manage structured workflows, ensuring consistent execution, SLA adherence, and data integrity.Analytical Thinking & Insight Generation - ability to analyze data, identify trends and root causes, and translate findings into actionable insights that drive operational and customer experience improvements.Continuous Improvement & Problem Solving - applies structured problem-solving approaches to identify systemic issues, reduce repeat defects, and drive sustainable process enhancements.Salesforce & Systems Acumen - proficient in leveraging Salesforce (or similar platforms) to support case management, workflow automation, and reporting; able to translate business needs into system solutions.Cross-Functional Collaboration & Influence - builds strong partnerships across Operations, IT, Product, and Client-facing teams; effectively drives alignment and accountability without direct authority.Customer-Centric Mindset - maintains a strong focus on client experience by connecting issue resolution efforts to broader customer impact and experience improvement opportunities.Communication & Executive Presence - communicates clearly and concisely across all levels; able to present complex information in a structured, executive-ready format.Change Management & Adoption Leadership - drives adoption of new processes and tools through training, communication, and reinforcement; effectively leads teams through change.Ownership & Accountability - takes full ownership of outcomes, proactively identifying risks, driving resolution, and following through on commitments with a high level of accountability.Organizational Agility & Prioritization - effectively manages competing priorities, adapts to changing business needs, and maintains focus in a dynamic, evolving environment