Director Of Business Systems

Summary

Join Hello Heart as our Director of Business Systems and lead our next phase of growth by building and connecting systems. You will improve end-to-end experiences for internal and external stakeholders, focusing on automation and scalability within the Customer Experience department. This role requires a user-first mentality and strong collaboration skills. You will own systems connectivity, overlay processes into tools, work with leadership to automate initiatives, and partner with cross-functional teams. Success requires measuring performance through KPIs and managing project plans. The ideal candidate has 7+ years of experience in business systems management and a revenue-focused background.

Requirements

• 7+ years of professional experience across business systems management, database management and / or automation
• Experience working in a Revenue focused department is a must (Customer Success, Sales or Marketing)
• Ability to travel up to 15% annually as needed

Responsibilities

• Own the end-to-end systems connectivity and usage across the entire CX department
• Overlay all existing processes into appropriate tools to make sure ‘who-does-what-when’ aspects are captured seamlessly
• Work closely with key CX leadership to ensure business requirements are identified and a plan of action is managed to automate all initiatives
• Ability to work bottoms up as well as top down to drive growth discussions as we look to build a ‘white glove service experience’ across our organization
• Partner with internal and cross-functional stakeholders across Customer Experience, Marketing, Product, and Sales teams to drive stronger alignment on our goals and objectives
• Ability to think Scalability and Efficiencies at all times – allow automation and systems to be that one point solution instead of ‘patch-fixes’
• Own reporting and dashboards associated with CX needs – work in collaboration with our cross-functional Data team for support
• Collaborative and a team player to align with all Revenue Operations stakeholders and have a ‘one team’ mentality
• Create efficiencies across all aspects of CX lifecycle through overlapping business acumen with technical know-how while building Revenue Operations for scale
• Ability to measure performance through various KPIs (ex: revenue growth, client health, CS lifecycle, attribution and conversion rates, speed of progression, user adoption, audit trails, bottleneck improvements, etc)
• Manage and prioritize project plans to set appropriate expectations, address stakeholder goals, determine target dates, and provide regular updates
• Focused on measuring your own success through various metrics/KPIs (Ex: Systems health and usage, data flow management, data accuracy rate, dashboard / reporting adoption, automation, speed to delivery, etc)

Preferred Qualifications

• Relevant industry experience within digital healthcare or SaaS is a plus
• Ability to think operationally across CX, with the ability to influence process lifecycle with appropriate technical resources is highly preferred
• Proven leader who has experience working in a complex business environment and across multiple systems and automation tools to drive effective outcomes
• Knowledge of working with Salesforce.com, Tableau, AWS Redshift, Asana, or similar systems

Benefits

The US base salary range for this full-time position is $170,000.00 to $200,000.00