Director – Customer Operations Optimization
| Company | Hazel Health |
|---|---|
| Location | New Mexico, USA, Washington, USA, Pennsylvania, USA, Oregon, USA, Delaware, USA, Iowa, USA, California, USA, Washington, DC, USA, Vermont, USA, Texas, USA, Jackson Township, NJ, USA, Florida, USA, Nevada, USA, South Carolina, USA, Georgia, USA, Arizona, USA, Tennessee, USA, Virginia, USA, Colorado, USA, Rhode Island, USA, Northeastern United States, USA, New York, NY, USA, Maryland, USA, Hawaii, USA, Wisconsin, USA, Maine, USA, Massachusetts, USA, North Carolina, USA, Missouri, USA, Michigan, USA, Illinois, USA |
| Salary | $155000 – $185000 |
| Type | Full-Time |
| Degrees | MBA |
| Experience Level | Expert or higher |
Requirements
- 10+ years of experience in a similar role (or 8+ years of experience with an MBA or related advanced degree) at a fast-paced start-up or high-growth organization
- Prior operational experience; education or tech-ed experience a plus
Responsibilities
- Define and communicate a unified transformation strategy that integrates process optimization and technology innovation
- Develop and lead transformation initiatives to improve operational efficiency, reduce costs, and enhance the customer experience
- Identify and implement best practices, automation, and process improvements to drive scalability
- Implement data-driven approaches to enhance customer satisfaction
- Establish and track KPIs to measure success and impact of efforts
- Collaborate with Product and Technology to develop and execute a comprehensive 3-year technology improvement roadmap for our customer operations functions, building the business case for investment in our workflow systems and tools, and driving the design and development
- Conduct a comprehensive evaluation of all current workflows and systems to verify that each one meets a validated business need and eliminates redundancies
- Identify gaps and opportunities for improvement, including: process operational opportunities and technology gaps
- Lead initiatives for continuous improvement, fostering a culture of operational excellence
- Create detailed action plans with timelines, milestones and deliverables tailored to each operations function
- Develop change management strategies to ensure successful adoption of new processes and technologies
- Maintain a healthy balance between change and productive friction amongst teams to not compromise customer experience
- Work closely with leaders and teams to enhance collaboration, eliminate silos, and improve cross-functional communication
- Build relationships with key stakeholders to foster collaboration and ensure that initiatives are well-coordinated across departments
- Act as a liaison between Operations leadership and other departments to streamline communication and promote operational efficiency
- Define, track and regularly report on key performance indicators
- Prepare and present data-driven insights to leadership, highlighting opportunities for improvement
- Manage and coach team of Sr Analysts, Customer Support and Quality Assurance teammates
Preferred Qualifications
- Data-driven decision making
- Continuous improvement
- Change leadership
- Collaborative partnership
- Accountability and transparency
- Innovation and agility
- Technical excellence