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Vice President, Operations #femtech #healthtech

New York, NY

Responsibilities:

  • Define, measure, and optimize KPIs reflecting every step of the Simple Health order processing, medical evaluation, and fulfillment process
  • Provide long-term strategic roadmap for patient experience at Simple Health, focusing on reducing expenses and cost per ticket across teams while maintaining customer satisfaction ratings

  • Work with the Director of Patient Experience to restructure the omni-channel staffing model as needed to increase efficiency and internal engagement; balance staffing across email, SMS, phone, and other channels

  • Build and execute a plan to expand patient support for our high growth trajectory organization

  • Work with physician and pharmacy teams to define and achieve SLAs

  • Own relationship with pharmacy partners to uphold patient experience SLAs 

  • Strategically manage cross-functional relationships with leaders in Product, Engineering, Compliance and Marketing to advocate for users and influence major product rollouts and long-term product roadmap

  • Serve as primary stakeholder for internal operations tools and workflow products

  • Act as communication lead during emergency issues, such as site outages, whenever they may occur and divert support resources to minimize SLA breaches

  • Reports to the CEO

Skills and knowledge you should possess:

  • Over 10 years of experience in a support management role; experience in a SaaS business and/or healthcare preferred

  • Extremely strong analytical skills: adept at building and maintaining staffing models, analyzing and optimizing operational processes, and defining reporting requirements to inform resource investment and cross functional prioritization decisions

  • Proven experience managing large, multi-tiered support organizations, managing and mentoring people managers

  • Experience managing 3PL relationships 

  • Experience overseeing a 24/7 global outsourced or remote workforce

  • Ability to see the big picture while understanding how even the most obscure support process contributes to it

  • Business athlete who delights in wearing many hats, the ideal candidate will have a diversity of experience that informs how they evaluate and launch new processes.

  • Proven track record of executing on ambitious goals to elevate the customer support experience

  • Excellent communication and interpersonal skills (i.e., diplomacy) with both customers and internal stakeholders

  • Experience building executive relationships and driving/influencing change with large, complex organizations

  • Master of prioritization and multi-tasking, with a bias to action

About our Client:
A PE-backed women's healthcare company.

About TalentNow Solutions
TalentNow Solutions partners with growth companies looking for diverse talent to lead their business from 100 to 1000+ employees globally. We are based in NYC with global capabilities.
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