Job Description

Sodexo is seeking a Patient Experience Manager 4 to support Beth Israel Lahey Health System, a large, multi-site healthcare network. This is a strategic, system-level role responsible for driving patient satisfaction initiatives across 14 locations, with a strong focus on Food Service and Environmental Services (EVS) operations.

This position is remote-based, with an expectation of being onsite at assigned locations four days per week A valid driver’s license and the ability to travel between sites is required.

The ideal candidate will bring a strong background in healthcare hospitality, patient satisfaction, and data-driven performance improvement, with the ability to influence multiple stakeholders and standardize best practices across a complex system.

What You'll Do

• Develop and execute a system-wide strategic patient experience plan for Food Service and Environmental Services across all assigned sites
• Analyze patient feedback and satisfaction data to perform root cause analysis and implement sustainable solutions
• Lead and support patient rounding programs, service recovery efforts, and continuous improvement initiatives
• Oversee and optimize Building Service Response (BSR) programs to ensure timely, high-quality issue resolution
• Drive implementation, compliance, and enhancement of Healthtouch (or equivalent patient experience platforms/programs)
• Partner with site leadership, clinical teams, and operational leaders to align on service excellence goals
• Evaluate service levels and develop strategies to exceed patient satisfaction targets
• Standardize processes and best practices across multiple locations to ensure consistency and scalability
• Provide coaching and mentorship to onsite managers to strengthen patient experience culture and accountability
• Prepare and present performance metrics, insights, and action plans to senior leadership

What We Offer

Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

• Medical, Dental, Vision Care and Wellness Programs
• 401(k) Plan with Matching Contributions
• Paid Time Off and Company Holidays
• Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

What You Bring

• Bachelor’s degree or equivalent experience in hospitality, healthcare administration, or related field
• 5+ years of experience in patient experience, healthcare hospitality, or service excellence leadership
• Proven ability to analyze data, identify trends, and implement process improvements that drive satisfaction
• Strong knowledge of patient services, food service operations, and/or EVS programs in healthcare
• Experience with patient satisfaction tools, rounding programs, and service recovery initiatives
• Demonstrated success managing multi-site or system-level initiatives
• Excellent communication, presentation, and stakeholder engagement skills
• Passion for delivering exceptional patient and guest experiences aligned with Sodexo CARES principles
• Valid driver’s license required with the ability to travel between multiple locations

Who We Are

At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.

Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form.

Qualifications & Requirements

Minimum Education Requirement: Bachelor’s degree or equivalent experienceMinimum Functional Experience: 3 years