Customer Onboarding & Operations Manager

About The Role

Our client delivers technology that improves the foundations of healthcare access and delivery by partnering with benefits software and healthcare insurance customers to modernize & streamline their data exchange and accuracy. Their mission is to improve healthcare through foundational changes that put the consumer at the center of everything we do. Our client is experiencing rapid growth and demand for our technology and services. 

To support this mission and growth, they are expanding their customer-facing teams and are hiring a Manager, Customer Onboarding and Operations. Overseeing all customer implementations and providing technical account management. The Customer Onboarding and Operations team is on the frontlines of ensuring a great customer experience as well as long-term growth & retention. This role reports to the Sr Manager, Customer Onboarding and Operations, and is responsible for providing internal oversight and guidance to ensure they are consistently delivering and exceeding client expectations.  Leading and growing a team of associates, this role is pivotal to our client’s success and is highly cross-functional.  

What You’ll Do

  • Lead and manage a high performing team responsible for overseeing all customer implementations and providing technical account management 
  • Build and manage workflows, escalation & delegation processes for your team and cross-functionally; strategize to maximize customer outcomes and improve team efficiencies
  • Partner closely with Customer Success, Sales, Product and Engineering on sales pipeline to ensure appropriate staffing and identify potential roadblocks  
  • Collaborate closely with Customer Advocacy, Fulfillment and Sync teams to ensure our Operations teams are equipped for new business opportunities
  • Ensure the development of your direct and indirect reports as you continue to raise the bar on talent; determine and advocate for the right tools and resources for your team to deliver customer experience excellence
  • Drive the creation of staffing plans, models, schedules, and quality/process change

What We Are Looking For

  • 3+ years of professional experience leading a strong customer experience team in a fast-paced environment or SaaS organization
  • Passion for leading effectively in a dynamic, rapidly changing, and fast-paced environment
  • Experience and/or comfort managing a high-performing, distributed team
  • Experience and enthusiasm for project management (PMP certified a plus!), with keen attention to detail
  • 3+ years of work experience in healthcare or insurance industry experience required 
  • Clear communicator, who leverages data, logic, and strong analytical skills to illustrate viewpoints verbally and in writing
  • Passion for leading high-performing teams and for coaching to develop skills and help chart career paths