Director, Client Care Operations

Are you looking for a high energy strategic and fast-paced position as a Director Client Care Operations Join Relias the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11000 health care and human service organizations Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance developing staff and promoting consistent high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning choosing from 7000 online courses that meet accrediting board state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

WHAT CAN RELIAS OFFER YOU

• Fantastic health and wellness benefits package including an outstanding 401k match a flexible PTO program and a generous and inclusive parental leave policy. Additionally Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program a great introduction to our company customers and culture!
• Growth and career advancement opportunities!
  • Promotes internal mobility and career growth aligned with evolving business needs
  • Multiple development program options leadership development professional development curriculums and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees

The Director Client Care Operations provides strategic and operational leadership for Client Care Operations including Customer Experience Business Insights Program Management and Quality Management. This role leads operations and quality teams supporting Sales Client Success Support and Professional Services to deliver scalable high-quality customer experiences. The role is accountable for process optimization quality management data-driven decision making and technology enablement across the Revenue organization.

WHAT YOULL BE DOING:

Oversee the day-to-day activities of the Client Care Operations and Quality Management teams
Own and lead Quality Management across Sales Client Success Support and Professional Services including QA frameworks and coaching
Develop and optimize processes to improve service delivery and customer journey at scale
Drive digital customer experience strategy including automation and self-service
Track and analyze KPIs; leverage data to drive continuous improvement
Collaborate with cross-functional leaders across Revenue Product Marketing and Client Care
Lead program and project management initiatives and special projects

YOUVE GOT WHAT IT TAKES IF YOU HAVE/ARE:

8 years experience in operations client success or customer experience in a SaaS environment
3 years people leadership experience
Bachelors Degree
Strong business acumen within customer success and revenue operations environments
Experience building and scaling Quality Management programs
Expertise in process design and operational scaling
Advanced analytical and critical thinking skills
Ability to influence cross-functional stakeholders
Proficiency with CRM QA and analytics tools

Relias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process. If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process please visit our career page for instructions.

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina within a commutable distance to our office (1-hour commute). You would be expected to work in our Morrisville NC Headquarters (close to the Raleigh/Durham airport) approximately 30/40 days/quarter.

Company:Relias LLC

Country:United States of America

State/Region:North Carolina

City: Morrisville

Postal Code:27560

Job ID:289681