Director, Customer Operations Optimization

Summary

Join Hazel Health, a leading virtual provider of school-based healthcare, as their Director of Customer Operations. This remote role will drive operational transformation, optimizing efficiency and effectiveness. You will define and execute a transformation strategy, improve processes, implement technology enhancements, and collaborate across departments. Data analysis and reporting are key responsibilities, along with managing a team of analysts. The ideal candidate has 10+ years of experience (or 8+ with an MBA) in a similar role at a fast-paced organization. Hazel offers a competitive salary ($155,000-$185,000), performance bonuses, stock options, 401k match, healthcare, paid time off, and other benefits. The position is remote, with eligible states listed in the job description.

Requirements

• You have 10+ years of experience in a similar role (or 8+ years of experience with an MBA or related advanced degree) at a fast-paced start-up or high-growth organization
• You come to this role with prior operational experience; education or tech-ed experience a plus

Responsibilities

• Define and communicate a unified transformation strategy that integrates process optimization and technology innovation
• Develop and lead transformation initiatives to improve operational efficiency, reduce costs, and enhance the customer experience
• Identify and implement best practices, automation, and process improvements to drive scalability
• Implement data-driven approaches to enhance customer satisfaction
• Establish and track KPIs to measure success and impact of efforts
• Collaborate with Product and Technology to develop and execute a comprehensive 3-year technology improvement roadmap for our customer operations functions, building the business case for investment in our workflow systems and tools, and driving the design and development
• Conduct a comprehensive evaluation of all current workflows and systems to verify that each one meets a validated business need and eliminates redundancies
• Identify gaps and opportunities for improvement, including: process operational opportunities and technology gaps
• Lead initiatives for continuous improvement, fostering a culture of operational excellence
• Create detailed action plans with timelines, milestones and deliverables tailored to each operations function
• Develop change management strategies to ensure successful adoption of new processes and technologies
• Maintain a healthy balance between change and productive friction amongst teams to not compromise customer experience
• Work closely with leaders and teams to enhance collaboration, eliminate silos, and improve cross-functional communication
• Build relationships with key stakeholders to foster collaboration and ensure that initiatives are well-coordinated across departments
• Act as a liaison between Operations leadership and other departments to streamline communication and promote operational efficiency
• Define, track and regularly report on key performance indicators
• Prepare and present data-driven insights to leadership, highlighting opportunities for improvement
• Manage and coach team of Sr Analysts, Customer Support and Quality Assurance teammates

Benefits

• Annual performance bonus eligibility
• Stock options
• A 401k match
• Healthcare coverage
• Paid time off
• A broad range of other benefits and perks