Customer Operations Manager

Summary

Join Scan.com, a digital health scale-up, as their Customer Operations Manager! You will manage the daily operations of the customer service/operations team, ensuring efficient workflows and high customer satisfaction. Key responsibilities include team management, process optimization, customer experience management, operational reporting, capacity planning, technology utilization, and compliance. This role requires experience in customer operations, contact center management, or healthcare administration, along with strong leadership, analytical, and communication skills. The ideal candidate will be located in Texas. Scan.com offers a competitive salary, comprehensive benefits, and flexible work options.

Requirements

• Demonstrated experience in customer operations, contact center management, or healthcare administration
• Proven experience managing a team of agents in a high-volume customer service environment
• Strong understanding of customer service tools, software systems, and radiology scheduling software
• Excellent leadership and team management skills with the ability to coach, mentor, and develop high-performing teams
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making
• Outstanding communication and interpersonal skills, with the ability to handle escalations and build relationships with internal and external stakeholders
• Ruthlessly process-oriented mindset with a focus on continuous improvement and operational efficiency
• Ability to manage multiple priorities in a fast-paced environment and adjust strategies as needed to meet business goals

Responsibilities

• Oversee the daily activities of scheduling agents, ensuring they meet operational and performance goals
• Monitor scheduling performance, provide feedback, and conduct regular coaching to ensure consistent service delivery
• Manage workforce scheduling to ensure adequate coverage during peak periods for both inbound and outbound calls, texts and emails
• Foster a positive, collaborative team environment, encouraging open communication and continuous learning
• Analyze existing customer service workflows and identify opportunities to streamline processes and improve efficiency
• Work closely with cross-functional teams, such as the scheduling and operations teams, to ensure seamless coordination between our patient demand and imaging center capacity
• Implement automation tools and best practices to enhance productivity, reduce errors, and ensure a smooth patient journey from initial contact to appointment scheduling
• Act as the escalation point for complex or unresolved customer and sales issues, ensuring timely and satisfactory resolutions
• Track key performance metrics such as referral-to-scheduling time, reschedule rate, order error rate, canceled orders, customer satisfaction (CSAT) scores, and first-contact resolution rates to ensure high-quality service delivery
• Collaborate with the quality assurance team to identify areas of improvement and develop strategies to enhance customer interactions
• Generate and analyze daily, weekly, and monthly reports on call volumes, agent performance, backlog status, and other key operational metrics
• Provide insights and recommendations to senior leadership on operational improvements and resource allocation based on data trends
• Ensure that the patient demand aligns with the operational capacity of imaging centers, adjusting workflows as needed to avoid delays in scheduling
• Coordinate with imaging centers to resolve capacity constraints and ensure timely service for all patient referrals
• Ensure that the team is fully trained on CRM, Product, Scheduling, and other communication/collaboration tools, leveraging technology to optimize service delivery
• Work with IT and systems teams to implement new tools or updates that enhance customer operations productivity
• Ensure that all customer service processes are in compliance with company policies, HIPPA, and relevant regulations, particularly regarding data privacy and healthcare regulations
• Proactively identify potential risks in customer operations and develop mitigation strategies

Preferred Qualifications

Ideally located in the Texas market

Benefits

• Salary range of $95,000 - $115,000
• 401k
• Healthcare, Vision and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Remote or hybrid working options
• Personal Development budgets
• 18 days PTO plus public holidays
• 10 paid sick days
• Inclusive policies designed by our team, for our team