Manager, Client Operations

Summary

Join VirtualHealth as a Client Operations Manager, leading the team, analyzing insights, representing the company to customers, and ensuring SLA compliance.

Requirements

• 5+ years of Client Operations experience or Client Support experience
• 3+ years of team management experience
• Strong Jira service Management experience required
• You have a proven track record of solving complex problems and driving consensus among cross-functional stakeholders
• You’re skilled at conveying complex and often-times technical concepts to a diverse audience, including C-level executives
• You have a strong technical understanding of data products and APIs
• You have a strong ability to engage with the minute details of a single issue while also knowing when to zoom out and assess issues from a 30,000-foot view
• You have an ownership mentality with a strong bias to action and preference for being hands on
• You must US based (work visa/sponsorship is not provided for this position)

Responsibilities

• Lead, train, and manage the VirtualHealth Client Operations team
• Analyze and report on key insights, trends, and feedback related to customer satisfaction
• Represent VirtualHealth to customers (from C-suite on down) for all Production-level incidents and escalations
• Ensure SLA compliance for all production-level customers
• Effectively validate and prioritize UAT defects and Production incidents for all HELIOS workflows and product lines
• Work closely with cross functional teams like (Product, Engineering) for incident triage and resolution
• Own all external communication channels for defect and incident management
• Implement customer-specific reports for defects, incidents, and SLAs
• Communicate incident Root Cause Analysis and oversee steps for future prevention
• Manage customer and internal access to HELIOS portals, databases, ticketing systems, and documentation pages
• Provide client training and overview related to production support, ticketing process and and request submission process during the handoff process from our Implementation team
• Facilitate and track the migration of customers’ system configurations across HELIOS environments
• Guide customer transition from Implementation to Client Operations teams through the go-live process
• Hire and onboard Client Operations Associates
• Evaluate Client Operations team performance trends through internal data analysis (quantitative) and client reports (qualitative)
• Work closely with Client Operations leadership on strategic initiatives related to process improvements and client satisfaction
• Cover hours in the Pacific Standard Time zone (if located elsewhere) and holidays on a rotating schedule among other members of the Client Operations team

Benefits

• Competitive salary
• Unlimited PTO
• Health, dental, and vision insurance
• 401(k) Participation
• Rapidly growing technology company with upside potential
• Work from home within United States