How will this role have an impact?

The Clinical Operations Manager will be responsible for the day to day oversight of the clinician team responsible for completing in-home and video (virtual) evaluations for Signify Health. This role will provide clinical and business oversight to a team of 150 clinicians that include Nurse Practitioners, Physician Assistants, and Physicians (MD or DO).

This role will report to our Senior Director, Clinical Operations.

Logistics:  Fully remote role with some required travel

What will you do?

• Manage the daily operational performance and metrics of a team of clinicians (ex: cancellation rates, Diagnostic & Preventive Services completion rates, In-Home Evaluation (IHE) completions, staffing levels, etc).
• Drive a sense of culture on their teams through 1:1 interactions, team building events, and other culture events.
• Partner with recruitment to manage staffing levels across their respective teams.
• Partner with capacity management team to troubleshoot capacity concerns with their team.
• Partner with clinical coaches to monitor and oversee the clinical performance of the clinicians.
• Lead the team’s performance to meet company goals. Coach and delivery disciplinary actions as needed. Other management responsibilities as required.
• Communicate operational updates and changes to the clinician team.
• Manage team reports, projects, and tasks as requested.
• Other duties as assigned.

We are looking for someone with:

• The ability to quickly make strategic decisions to address operational challenges.
• Lead and inspire a large team while fostering a culture of excellence.
• Understand operational metrics and strategies to improve them across large teams.
• National healthcare delivery model and clinician network management experience.
• Management experience leading large teams to success.
• Bachelor’s degree in Healthcare Administration, Business Administration or Nursing preferred
• Clinical background experience preferred
• Minimum of 5+ years of experience in healthcare operations or management, with at least 2+ years in a supervisory role required.

The base salary hiring range for this position is $64,500 to $110,400. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  Eligible employees may enroll in a full range of medical, dental, and vision benefits, 401(k) retirement savings plan, and an Employee Stock Purchase Plan.  We also offer education assistance, free development courses, paid time off programs, paid holidays, a CVS store discount, and discount programs with participating partners.  

About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com

Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.

We are committed to equal employment opportunities for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

About Acquia
Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia is a Great Place to Work-CertifiedTM company in India, is listed as one of the world’s top software companies by The Software Report, and is positioned as a market leader by the analyst community. We are Acquia. We are building for the future and we want you to be a part of it!

We are seeking a highly organized and strategic-minded Business Operations Manager to oversee and optimize business operations for our Customer Success Organization. This pivotal role will be responsible for managing business operations of multiple teams including Support, Technical Operations, Professional Services, Technical Account Management, Client Value Management, and Learning Services. The ideal candidate will excel in business governance, continuous improvement, and ensuring operational excellence across the Customer Success Org. This highly visible position will report directly into the VP, CS Business Operations and partner closely with Customer Success leadership teams.

Responsibilities:
Operational Leadership: Provide strategic direction and operational leadership for the Customer Success Org, ensuring alignment with company goals and objectives.
Team Management: Manage a diverse global team 
Process Optimization: Implement and optimize operational processes to enhance efficiency, quality, and scalability across all teams.
Reporting and Analytics: Develop and maintain reporting frameworks to track key performance metrics and provide insights to leadership on operational performance.
Governance and Compliance: Ensure compliance with company policies, procedures, and regulatory requirements within the Customer Success Org.
System Management: Oversee the implementation and maintenance of systems and tools used by the Customer Success teams, ensuring they support operational needs effectively.
Revenue Operations: Collaborate with Finance and Sales Operations to manage Professional Services revenue operations including month end billing, and ensure accurate forecasting and reporting.
Capacity Planning: Plan and forecast resource allocation and capacity needs to support the growing demands of the organization.
Vendor Management: Manage relationships with external vendors and partners to ensure effective service delivery and cost management.
Employee Events: Coordinate and organize internal events and initiatives to foster team engagement and morale within the Customer Success Org.
Governance of Critical Processes: Establish governance frameworks for critical processes to ensure consistency, compliance, and operational resilience.
Business Continuity: Maintain business continuity plans and procedures to mitigate operational risks and ensure uninterrupted service delivery.

Requirements:
Bachelor’s degree in Business Administration, Operations Management, Finance or a related field. MBA or equivalent experience preferred.
Proven experience (5-7 years) in a similar role managing business operations within a technology company or a customer-centric organization.
Strong leadership and managerial skills with the ability to lead and motivate cross-functional teams.
Experience in process optimization, project management, and implementing operational efficiencies.
Excellent analytical skills with the ability to translate data into actionable insights and strategies.
Strong understanding of revenue operations, capacity planning, and vendor management.
Exceptional communication and interpersonal skills with the ability to collaborate effectively at all organizational levels.
Proven ability to thrive in a fast-paced environment and manage multiple priorities simultaneously.
Proficient with Microsoft Excel/Google Sheets
Experience with CRM systems (e.g., Salesforce), ERP systems, Business Intelligence Tools (e.g. Domo) are a plus.

Individuals seeking employment at Acquia are considered without regard to race, color, religion, caste, creed, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Whatever you answer will not be considered in the hiring process or thereafter.

Hi, we're Oscar. We're hiring a Manager, Contract Operations to join our Network Strategy team.

About the role

The Manager, Contract Operations is responsible for leading all activities related to program implementation goals to ensure success. Additionally, identifying and driving operational improvements for core operations, including proper controls and monitoring, to ensure operational efficiency and effectiveness, overseeing and coordinating the program across the organization and helping identify and implement project management fundamentals and standards across the organization.

You will report into our Director of Provider Contracting Strategy. 

Work Location:

If you live within commutable distance to our New York City office (in Hudson Square), our Tempe office (off the 101 at University Dr), or our Los Angeles office (in Marina Del Rey), you will be expected to come into the office at least two days each week. Otherwise, this is a remote / work-from-home role.

You must reside in one of the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, or Washington, D.C. Note, this list of states is subject to change.

Pay Transparency:

The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $103,200 - $135,450 per year. The base pay for this role in all other locations is: $92,880 - $121,905 per year. You are also eligible for employee benefits, participation in Oscar’s unlimited vacation program, and annual performance bonuses.

Responsibilities

• Organize and lead daily activities for your programs
• Identify, develop and implement program strategy, optimizations and tooling that support the organization’s objectives.
• Meet with stakeholders to discuss program status and goals
• Oversee implementations end to end to ensure program success
• Partner with other departments and various stakeholders to ensure operational excellence 
• Analyze program risks; ability to anticipate risks and issues.  This includes proactive flagging of issues, managing escalations, and tracking and helping to resolve risks and issues.
• Ensure proper controls and monitoring are in place for the your program 
• Work with leadership and the program stakeholders to lead program retros and assess program strengths and weaknesses
• Ensure proper metrics are in place to measure program success
• Compliance with all applicable laws and regulations
• Other duties as assigned

Qualifications

• 4+ years of program and project management in the health insurance space
• 4+ years experience in change management and process improvement

Bonus Points

• Healthcare experience
• PMP or Six Sigma certification

Hi, we're Oscar. We're hiring a BPO Operations Manager to join our Provider & Member Services team.

Oscar is the first health insurance company built around a full stack technology platform and a focus on serving our members. We started Oscar in 2012 to create the kind of health insurance company we would want for ourselves—one that behaves like a doctor in the family.

About the role

You will oversee the engagement, partnership and the results of the offshore vendors used for the Member and Provider Services teams. You will play a critical role within the MPSO department to ensure that Oscar's members and providers have a positive experience when utilizing our services.

You will report to the Director, Provider & Member Services

Work Location:

Oscar is a blended work culture where everyone, regardless of work type or location, feels connected to their teammates, our culture and our mission.

If you live within commutable distance to our New York City office (in Hudson Square), our Tempe office (off the 101 at University Dr), or our Los Angeles office (in Marina Del Rey), you will be expected to come into the office at least two days each week. Otherwise, this is a remote / work-from-home role.

You must reside in one of the following states: Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, or Washington, D.C. Note, this list of states is subject to change. #LI-Remote

Pay Transparency:

The base pay for this role in the states of California, Connecticut, New Jersey, New York, and Washington is: $84,800 - $111,300 per year. The base pay for this role in all other locations is: $76,320 - $100,170 per year. You are also eligible for employee benefits, participation in Oscar's unlimited vacation program and annual performance bonuses.

Responsibilities

• Utilize frameworks to intentionally develop and strengthen partnerships with BPO organizations to build sustainable relationships and BPO best practices.
• Creating, tracking, and implementing best practices for Production Management to improve overall member and provider experience through daily queue management, production tracking, and scorecard adherence.
• Take a proactive, forward-thinking and data-driven approach to identify concerns, inefficiencies, and operational improvement initiatives that drive desired cultural and operational outcomes
• Process improvement and change management
• Compliance with all applicable laws and regulations
• Other duties as assigned

Qualifications

• 4+ years of Production Management experience
• Experience in BPO or Call Center environments
• Experience with either vendor management or offshore partnerships
• 4+ years leading, coaching and developing direct reports in a large team fast paced environment
• 3+ years experience with using data and metrics to problem solve and drive root cause analysis

Bonus Points

• Call center experience
• Experience in healthcare
• Bachelor's degree
• Proficiency in Microsoft Office Suite
• Process Improvement or Lean Six Sigma training, certification
• Experience as a leader in a remote environment

????London, Cardiff Or UK Remote | ????Framework £65,000 - £80,000 + Benefits | ???? Check out our Career Launchpad.

We’re looking for an experienced Financial Crime Senior Operations Manager to join the Monzo journey and lead part of our Financial Crime Operations. You will join an exciting brand, with an exciting mission and you will have the opportunity to build your function to help us achieve it.

In Financial Crime Customer Operations we protect Monzo, our customers, and wider society from financial crime, to help Monzo achieve its mission of making money work for everyone. We believe that our Financial Crime COps are best placed to deliver this when they have a holistic understanding of financial crime tasks and typologies. This means that we tackle all types of financial crime as one financial crime team, working together to address money laundering, sanctions breaches, terrorist financing, bribery, corruption, tax evasion, and more. To facilitate this, you’ll have the opportunity to lead teams working across these typologies.

Every person in our team cares deeply about their work and the impact that it can have on Monzo and our customers. We work in teams of around 12 people, with each team completing a specific type of work - for example, PEP screening, while others have a more diverse set of skills.

Each team manager supports and coordinates the work of their investigators, and is in turn led by an Operations Manager. You’ll directly manage at least one Operations Manager, and you’ll be helping them and their teams to achieve their professional development goals and deliver on our financial crime goals.

⭐ What you’ll be working on

You’ll organise the people around you, be a point of escalation, and take appropriate action whenever you see a problem coming - whether it’s a service challenge, a risk associated with a financial crime task, or an urgent personal issue. You’ll listen to your people, guide them through the challenges associated with scaling a company like Monzo, celebrate their every success, and drive the right outcomes for our customers and Monzo.

As you’d expect, you’ll also have responsibility for some disciplinary and grievance matters, and work closely with your colleagues in other Operations teams and the People team to make sure that we apply these policies fairly and consistently.

You’ll be a direct report of our Financial Crime Operations Director, and be part of their leadership team.

????You’ll play a key role by…

• Instilling a high performance culture focused on the completion of accurate, efficient work, and risk-awareness, in a team that needs to be laser-focused on both the customer experience and the safety of the bank
• Being fully accountable for the performance and outputs of your function, ensuring we meet what is expected of us by our customers and policies.
• Constantly thinking about the skills that our financial crime operations teams need, and making sure that our people have the knowledge required to do the job to the highest standard 
• Being an effective advocate and communicator of change
• Supporting the rest of the leadership team in critically assessing our current processes, aiming for continuous improvement
• Helping us become an exceptional place to work for the ambitious, highly-motivated investigators that we hire
  
  

????We’d love to hear from you if…

• You have significant experience leading teams working in financial crime or fraud, and are a recognised leader across the industry in one or more of these disciplines
• You’ve led successful, highly skilled teams to achieve their goals and have an empathetic leadership style
• You’re as comfortable working 1:1 as communicating with large groups
• You empower your people to find solutions themselves
• You can motivate teams working on ongoing operational work
• You are very hands-on and solve problems when you spot them
• What we are doing at Monzo excites you!
• You’ve been at Monzo for at least 6 months and have passed your probation period

⏳ This role will be advertised internally for 2 weeks. Applications closeon Tuesday 29th October at 4pm.

???? The application journey has 4 key steps:

Application
Recruiter Call
Role Specific/Technical Interview
Leadership/Stakeholder

????What’s in it for you ..

????Salary £65,000 - £80,000 

????This role can be based remotely from anywhere within the UK

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

????£1,000 learning budget each year to use on books, training courses and conferences.

????We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

#LI-REMOTE #LI-DR

About Acquia

Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia is positioned as a market leader by the analyst community and is listed as one of the world’s  top software companies by The Software Report. We are Acquia. We are a global company with employees located in more than 30 countries, and we’re building for the future. We want you to be a part of it!

The Senior Manager, Partner Operations will support our partners broadly across the team on operational tasks related to contract onboarding, marketing approvals, deal registration and task management for deeper partner engagements.  In this role you will provide program oversight, support and leadership working closely with our sales leaders to drive our GTM initiatives. This role will drive business-critical initiatives to improve the performance and efficiency of the Acquia teams across all global regions and provide vital sales metrics insights, in-depth business analytics, and structured recommendations to the leadership team. The ideal candidate is a leader with strong analytical skills, excellent professional communication skills, and the ability to build trust with senior sales executives

Responsibilities

• Provide thought leadership, perform business analysis, and support execution of high-impact strategic projects and mission-critical initiatives
• Partner Engagement Support: Support sales and partners in providing cross-functional visibility into partner deal execution (e.g. communicating and tracking follow-ups) and coordinating demos and other logistics for larger engagements as needed.
• Conduct research and provide value-added, data-supported recommendations for strategic growth initiatives
• Partner Onboarding & Enablement: responsible for partner onboarding & enablement of Acquia's tools and solutions, help with Third-Party Assessments and non-disclosure agreements as needed.
• Deal Execution: Where needed, the POM will work with BD & Legal to ensure proper execution of agreements.
• Payments: Where needed, support end-to-end process of partner payments, including creating Purchase Orders and validating invoices.
• Program Management: Help track and communicate project status and progress.
• Manage partner operations rhythms across forecast & pipeline, demand generation, consumption metrics modeling, and leadership business reviews (QBRs)
• Provide effective analytics and data-driven insights on partner performance, benchmarks, and tracking of critical KPIs
• Analyze the team's performance data, proactively review and identify leading and lagging indicators, and create multi-level dashboards to improve efficiency and profitability
• Cultivate relationships with cross-functional teams and collaborate effectively with other organizations (Product, Sales, Finance, Marketing)
• Become a trusted advisor to the entire leadership team

Qualifications

• 5+ years of program or project management experience in Go-To-Market analytics, Sales and/or Partner Strategy & Operations.
• Strong understanding of partner ecosystem strategy, operations, management, planning, and analysis in the enterprise software and open source industry.
• Strong organizational skills with the ability to manage multiple projects simultaneously, set transparent expectations with stakeholders, and agilely respond to shifting priorities.
• Experience with Salesforce.com CRM functionalities/process and advanced modeling skills with Excel/Google sheets required
• Excellent communicator with proven ability to convey ideas and information in written and verbal form to a variety of audiences
• Endless curiosity and a desire to dive deeper into understanding the business
• Ability to demonstrate diplomatic and solution-oriented interpersonal skills with colleagues and other partners
• Strong attention to detail and organizational skills.
• Ability to distill complex problems, assess multiple viewpoints, and recommend a path forward.

Conclusion 

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Responsibilities:

• Act as a trusted advisor for Customer Success leadership by designing, implementing, and managing renewals forecasts and trends (GRR, NRR, churn, shrink, IQRR, OTRR, linearity, and other relevant KPI’s.)
• Perform weekly, monthly and quarterly renewal opportunity pipeline analysis, data validation and identify gaps and actions required
• Provide critical business insights to GTM Operations, Customer Success, and Renewals leadership based on business acumen and data analysis, be able to identify issues, recommend action plans and execute
• Provide data-driven insights to the broader GTM organization and business partners – the Chief Customer Officer, Customer Success Vice Presidents, and Head of Global Renewals to drive Anaplan renewal objectives
• Develop and execute operational plan and key business operational priorities in conjunction with Customer Success and Renewals Leadership
• Ensures renewal reports and other intelligence is provided to renewals leadership and develops new reporting tools and dashboards
• Develop and implement operational processes and key business priorities in conjunction with global renewal leadership to support the development and presentation of business outcomes to stakeholders for a view to assist with driving performance areas
• Drive communication of, implementation, and measurement of global renewal initiatives and programs
• Communicate regularly on business and team performance and make recommendations based on analysis of key performance areas; foster an environment of continuous improvement
• Create regular renewals performance executive presentations

Qualifications/Requirements:

• Bachelor's Degree or equivalent experience required (major in analytical or technical field preferred)
• Demonstrated reporting and mathematical skills. Proven experience “hunting” for root causes in data
• 5+ years of experience in sales/renewal operations with a high-growth global company, ideally in the SaaS space
• 3+ years of analytical experience (ideally in consulting, finance, or sales/business operations)
• Demonstrated understanding of the revenue lifecycle in the Enterprise SaaS business model
• Strong ability to deliver and facilitate knowledge transfer, virtually, across a globally diverse team
• Demonstrated proficiency with Microsoft Excel and robust analytical skills (formula design, pivot tables, charts) for designing and developing reports, metrics, and dashboards
• Comfort with large sets of data and ability to detect patterns (data collection, modeling scenarios, clear presentation of findings)
• Personal pride in the accuracy of your work and the way that you solve problems

About the Role:

As an Operations Manager at Truework, you will play a key role in delivering our product to our customers on a daily basis. Our operations team sits between our customers and our technology, playing a critical role in delivering a best-in-class experience to verifiers, employees, and HR departments. 

In this role, you will drive operational improvements to increase the efficiency and quality of our product by enhancing both people-and technology-powered processes. You will also identify automation opportunities, and work with our vendors, product, and engineering teams to improve our internal tools and processes even further. Specifically, this role will focus on managing vendor relationships, as well as their process and front line operators performance and quality. 

At Truework, this means you will:

• Own key operational and business metrics and improve them on a consistent basis
• Increase the efficiency of operational workflows by reducing complexity and/or working with vendors, product, and engineering teams to automate various steps 
• Oversee management of offshore operations teams and improve day-to-day operations, outcomes, and relationships
• Drive the execution and operationalisation of central projects and strategies
• Build alignment across Product, Customer experience, Sales, and the Leadership/Executive teams

What we’re looking for: 

• 2+ years of managerial experience in Operations and/or Vendor Management
• A passion for building, tinkering with, and improving  upon complex operational systems
• An ability to operate both strategically and tactically on a daily basis
• The agility to couple data-driven decision making with strong intuition
• Strong analytical, data, and troubleshooting skills.
• Excellent written and oral communication skills.
• Intellectual curiosity that fosters a willingness to fail in pursuit of success
• A passion for scaling and growing a business at a rapid pace
• Creative problem solver. Able to identify real obstacles and viable solution
• An ability to thrive in a fast paced, collaborative environment
• Strong experience with vetting, onboarding, and maintaining strong vendor relationships
• Potential experience managing offshored and/or outsourced teams

About your team at Truework and who you will work with: 

• Manager: 
• Melissa Maddux, Senior Director of Operations
• Team:
• Jordan Yeadon, Operations Manager
• Nikolai Christoffersen, BizOps Manager

What Projects/Initiatives you’ll be working on: 

• Decreasing cost per completion by simplifying workflows and increasing automations 
• Overseeing outsourced team of 50+ to a high degree of performance
• Working with Sales, CX, and other teams to ensure priority customers are given excellent service
• Analyzing vendor and team performance to understand where our operation could improve the most

Our cash compensation for this role is targeted at $125,000 - $160,000 for candidates based at our HQ in San Francisco. Final offer amounts are determined by multiple factors including candidate expertise and may vary from the amounts listed above.

Bring Your TRUE Self to Work.

One of our 4 values at Truework is Valuing Diverse Perspectives, and we are on a mission to create a company that is the right fit for every person inside of it. Diversity and Inclusion are the hard-and-fast principles guiding how we build our teams, cultivate leaders, and create a company where our employees are comfortable bringing their authentic, true selves to work.

If you have any questions before applying, please do not hesitate to reach out to the recruiter in charge of this role, Tamara S.  (tstanic@truework.com)or Emily Galanti (epurdon@truework.com) 

About the Role:

We are seeking a forward-thinking and results-driven Customer Operations Manager to build and lead the Customer Operations function. You will develop and execute a roadmap that defines operational strategies for Customer Success, own the Customer Success Platform, and build customer health scoring. Your mission will be to create a seamless customer journey, enhance product adoption, and drive customer satisfaction and retention. This role offers a unique opportunity to build foundational processes and develop critical metrics to ensure operational excellence in delivering world-class customer experiences.

Key Responsibilities:

• Build the Customer Operations Roadmap:
• Design and implement a comprehensive Customer Operations roadmap, outlining priorities, processes, and success metrics
• Collaborate with Customer Success and operational leadership to align the roadmap with business objectives and customer needs
• Set short-term and long-term goals for operational efficiency, customer engagement, and overall satisfaction
• Own the Customer Success Platform Roll-Out:
• Lead the configuration and rollout of the Customer Success Platform, ensuring it integrates seamlessly with existing tools and workflows
• Ensure the platform supports broader Customer Success and operational goals, such as retention, growth, scalability and improved reporting
• Work closely with cross-functional teams to ensure successful adoption and training on the platform across the organization
• Develop and Implement Customer Health Scoring:
• Create a customer health scoring system that captures key indicators of customer engagement, satisfaction, and risk
• Work closely with Customer Success and Product teams to continuously refine health scores and drive proactive strategies for retention and growth
• Use health scores to guide internal decision-making and prioritize customer outreach efforts via playbooks
• Continuous Improvement and Cross-functional Collaboration:
• Build strong relationships with Customer Success, Account Management and Product teams to align Customer Operations efforts with broader company goals
• Identify operational bottlenecks and continuously improve processes to enhance the customer journey and overall satisfaction

Qualifications:

• 7-10 years of experience in SaaS or a comparable environment
• Proven experience in building Customer Operations or Customer Success teams
• Experience with Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat)
• Experience developing customer health scoring system
• Familiarity with reporting and data visualization tools (e.g., Tableau, Looker)
• Excellent cross-functional collaboration skills
• Strong analytical skills, with a focus on data-driven decision-making
• Entrepreneurial mindset, with a high level of energy, dedication, and an unrelenting drive to succeed and win
• Excellent communication and interpersonal skills
• Bachelor’s degree in business, operations, or a related field. Master’s degree is a plus

Excited? Join us and transform the future of commerce experiences.

The base salary range for this position is $100,000-$150,000. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above.

Regional benefits:

• Health care including medical, dental, and vision insurance
• 401k plan with employer contribution