Service Design Manager

Service Design Manager

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
• Service Design Practice & Quality
• Operationalizing Methods & Processes
• Stakeholder & Cross-Functional Partnership
• Communication & Leadership Influence

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

• 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.

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.