Director, Client Servicing and Operations

Summary

Join Cedar, a leading healthcare technology company, as the Director, Services, and lead our servicing function. Manage operations for a growing portfolio of vendor partners, ensuring SLA attainment. Identify patient call trends and partner across teams to improve the end-user and patient experience. Lead and coach a team of approximately 100 individuals. Oversee the creation of metrics, workflows, and escalation processes. Partner with cross-functional teams, such as Growth, Delivery, Product, and Finance. This role requires demonstrated vendor management experience, contact center leadership experience, and cross-functional leadership of process improvements. The ideal candidate will have a passion for developing teams and supporting managers. Cedar offers a competitive salary, equity, and benefits package, including unlimited PTO and 16 weeks of paid parental leave.

Requirements

• 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
• Problem solving and persistence to drive to resolution

Responsibilities

• 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

Preferred Qualifications

Healthcare experience a plus, though not required

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
• Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
• For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
• 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
• Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians)
• Competitive pay, equity (for qualifying roles) and health benefits that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month)
• Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation
• Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally