Director Procure to Pay Customer Experience

Key Responsibilities

Customer Experience Leadership

• 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.

Process Optimization & Transformation

• 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.

Stakeholder Engagement & Communication

• 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.

Data-Driven Insights

• 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.

Team Leadership & Culture

• 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 & Requirements

• Bachelor’s degree in business, Supply Chain, Finance, or related field, required
• Master’s degree or MBA, preferred
• 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

Benefits

HealthTrust offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• 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.