Position Overview:

The Director of Support Center Operations will be responsible for maturing the support center operations to ensure the company continues to deliver the most satisfying service experience in the healthcare industry. They will lead a service team responsible for:

• Troubleshooting device, call and message routing and call schedule issues.
• Applying capabilities to meet the needs of our end users and their workgroups.
• Helping our clients administer their applications and call schedules.
• Working with internal teams to develop and execute programs to reduce customer demand.
• Accurate and timely text message transcription.

This role will be based in the US, leading front-line and omni-channel customer service teams in multiple locations providing world-class support to customers across phone, web, and chat as well as the aggressive addition of other digital channels.

The ideal candidate will bring a vision and passion for customer service and employee engagement. Experience leading a support organization in a SAAS delivery model is heavily desired.

Travel will vary based on the candidate’s home location. Candidates should expect travel to be less than 10%.

Key Responsibilities:

• Create and maintain the best possible “effortless” support experience for customers.
• P&L ownership.
• Develop and lead strategic and operational initiatives aimed at improving support center operations.
• Oversee total human capital responsibilities of hiring, staffing, training, development and ongoing leadership.
• Lead a team responsible for Quality, WFM, Zendesk CRM, Phone Queue Management, Project Management and BPO operations
• Ability to collaborate and work effectively with all stakeholders within the business (e.g., marketing, implementation, customer success, R&D, finance, etc.) to negotiate and influence customer improvements
• Establish organization's structure and determine short- and long-term personnel and resource requirements necessary to achieve objectives.
• Ensures organizational talent management objectives are achieved including employee development plans, development of organizational bench strength, and performance management processes.
• Ensures organization has appropriate connection with customer base to facilitate accurate understanding of customer requirements and identification of opportunities to improve service.
• Create a culture and processes which achieve the business goals and objectives with regards to delivering world-class customer service.
• Enabling teams to be successful by being dedicated to coaching, developing, providing feedback, encouraging, recognizing, and facilitating clear outcomes, all in the name of helping direct reports, their teams, and creating a highly engaged team.
• Churn management of the SMB customer market.
• Direct external vendor relationships with companies such as Nice, Zendesk, Everbridge and more.

Qualifications:

• Established track record of creating teams to deliver a world-class customer experience.
• Minimum of 10 years’ experience in customer service/call center environment.
• Proven track record of building and leading customer service/call center organizations.
• Experience with the SAAS delivery model is heavily desired.
• Strong analytical and communication skills
• Ability to thrive is a fast-paced environment.
• Established track record of meeting or exceeding targets, KPIs, SLAs, etc.
• Healthcare Information Technology (HIT) knowledge a plus.

Environment, Physical & Other Requirements:

This position requires interaction with people and technology while either standing or sitting. In order to best service our customers on the phone, face-to-face, or on the computer, all employees must be able to communicate with or without reasonable accommodation.

Depending on the assignment, may require ordinary ambulatory skills sufficient to visit other locations; or the ability to stand, walk and manipulate (lift, carry, move) light to medium weights of 10 - 25 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, and operate equipment.

We are committed to compliance with its obligations under all applicable state and federal laws prohibiting employment discrimination. In keeping with this commitment, it attempts to reasonably accommodate applicants and employees in accordance with the requirements of the disability discrimination laws. It also invites individuals with disabilities to participate in a good faith, interactive process to identify reasonable accommodations that can be made without imposing an undue hardship.

This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Job Type: Full-time

Pay: $125,000.00 - $150,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Supplemental pay types:

• Bonus pay

Work Location: Remote

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