Join us as our  Service Design Manager, where you’ll help shape how patients, caregivers, and teams experience care at Baylor Scott & White Health. This is a hybrid role based in the Dallas–Fort Worth area, with regular on-site collaboration (1–2 days weekly) at our Administrative Office in downtown Dallas and flexibility to be present more often when work requires. We’re looking for a leader who can guide designers, lead complex engagements, and translate insight into meaningful change.

Role Summary

The Service Design Manager leads a team of service design practitioners responsible for shaping customer and staff experiences across operations, digital and physical touchpoints within our healthcare system. This role ensures consistency, quality, and rigor of service design methods and artifacts, and supports the operationalization of repeatable practices that improve access, engagement, service delivery, and operational efficiency. The manager translates strategic priorities into tactical assignments, coaches team members in service design craft, and strengthens cross-functional relationships across the organization.

Key Responsibilities

Team Leadership & Talent Development

• Lead, coach, and develop a team of 4–5 service design individual contributors.
• Conduct regular coaching sessions, performance feedback, and career development planning.
• Foster a collaborative, inclusive, and psychologically safe team culture.
• Support recruiting, onboarding, and mentoring of new team members.

Service Design Practice & Quality

• Ensure consistency and rigor across service design methods, artifacts, blueprinting, journey mapping, and service standards.
• Develop and maintain templates, playbooks, and guidance for repeatable engagements.
• Provide quality oversight and critique on deliverables to improve clarity, insight generation, and stakeholder alignment.
• Evolve methods to support both digital and physical channels in a healthcare context.

Operationalizing Methods & Processes

• Translate strategic initiatives into actionable project assignments.
• Partner with Design Operations to support intake, prioritization, capacity planning, and project tracking.
• Help define engagement models, rituals, and workflows that support cross-functional collaboration.
• Establish visibility and traceability of service design artifacts across the organization.

Stakeholder & Cross-Functional Partnership

• Build strong relationships with Product, Clinical Operations, Digital Platform teams, Marketing, Customer Research, and other key partners.
• Collaborate fluidly with UX Design Managers, Research Managers, and Design Operations peers to align scope, timelines, and deliverables.
• Advocate for human-centered decision-making and service standards in cross-disciplinary settings.

Communication & Leadership Influence

• Communicate project status, risks, opportunities, and practice maturity updates to executive leadership.
• Adjust communication style to meet the needs of executives, managers, and frontline contributors.
• Represent the service design practice in cross-functional planning forums.

Preferred Qualifications

• Prior experience in healthcare, clinical services, or regulated industries.
• Experience influencing without authority across multiple business units.
• Familiarity with service design operations, toolkits, and artifact governance.
• Experience operationalizing design methods at scale.

Skills & Capabilities

• Strong systems thinking and operational awareness.
• Ability to simplify complexity for non-design audiences.
• High emotional intelligence and collaborative leadership style.
• Adept at stakeholder alignment and expectation management.
• Comfortable navigating both strategic and tactical levels of work.

What Success Looks Like (12 Months)

• The service design team consistently delivers high-quality artifacts aligned to agreed-upon methods.
• Cross-functional partners demonstrate increased trust and clarity in how to engage service design.
• Artifact templates, workflows, and intake processes are defined and adopted.
• Designers report improved coaching, clarity, and confidence in delivery.
• Executive leaders have clear visibility into service design impact.
  
  BENEFITS
  
  Our competitive benefits package includes the following
  - Immediate eligibility for health and welfare benefits
  - 401(k) savings plan with dollar-for-dollar match up to 5%
  - Tuition Reimbursement
  - PTO accrual beginning Day 1
  Note: Benefits may vary based upon position type and/or level
  
   

Qualifications

• EDUCATION - Bachelor's or 11 years of work experience

• 7+ years of hands-on Service Design (preferred), Experience Design, or Design Strategy experience, with a strong portfolio demonstrating system thinking, service design artifacts, and end-to-end design methods.

• 10–12 years of total professional experience reflecting a blend of design leadership, strategy, and/or cross-functional collaboration.
• Demonstrated experience leading design engagements in complex organizations.

• Proven ability to coach designers and elevate the quality of their work.

• Experience leading cross-functional teams through ambiguity and complexity.
• Excellent facilitation, storytelling, and communication skills.