Director, Client Servicing and Operations Position Available In New York, New York

Director, Client Servicing and Operations
at Cedar USA Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S. Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience. Cedar is seeking an experienced contact center professional to lead our servicing function, including leading our contact center teams and own and scale our operations with vendor servicing partners. This is an exciting opportunity to help shape the servicing and enable AI based innovation at a high-growth company. The Director, Services will report to the VP, Implementation and Services. Responsibilities This individual will be a strong and motivational people leader that can independently lead Cedar’s servicing teams and vendor partnerships. The servicing function role at Cedar includes the following: Manage operations for a growing portfolio of vendor partners, ensuring SLA attainment, serving as the face of our Servicing teams. Identify patient call trends and partner across teams at Cedar to develop and improve the end user and patient experience
Fielding inbound calls, chats, and emails
Managing the return mail process on behalf of clients
Documenting and training on processes and policies
Coaching and capacity and performance management for a team of ~100 individuals comprised of quality assurance, training and patient advocates (call agents)
Overall functional ownership, using data driven approaches to build for scale, improve operating leverage and unlock customer references. In addition to execution of the above, this individual will oversee the creation of metrics, workflows, quarterly OKRs, and escalation processes to ensure execution of strategic initiatives and continuous improvement. This role will also include cross-functional partnership Cedar teams such as Growth, Delivery, Product and Finance. Required Skills & Experience Demonstrated vendor management experiencing scaling a high quality outsourced contact center service delivery model that delights customers, with a preference for candidates with experience managing an international partners
Client gravitas which includes the ability to communicate effectively and persuasively with client counterparts at all levels
Demonstrated contact center leadership experience which includes team leadership, client management and contact center software
Demonstrated ownership and cross-functional leadership of process improvements, best practices implementation or strategic initiatives that improve the patient and/or client experience. Ability to develop vendor servicing strategy to achieve financial and operational targets through vendor negotiations and data driven management
Independently source and surface trends and opportunities to Client Management, Product Management supporting investments that drive continuous improvement and customer delight
Passion for developing team and supporting managers
Healthcare experience a plus, though not required
Problem solving and persistence to drive to resolution Compensation Range and Benefits Salary/Hourly Rate Range•: $172,100 Min – $ 225,000 This role is also equity eligible This role offers a competitive benefits and wellness package •Subject to location, experience, and education