Director – Client Operations @ Cedar

Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S.

Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience.

The Role

The Director, Client Operations will lead and operationalize critical strategic initiatives and continuous process improvements that will enable Cedar’s customer-facing teams to scale. This role is pivotal in ensuring seamless coordination between internal client management activities and go-to-market strategies by driving operational excellence. The Director, Client Operations will work cross-functionally with internal stakeholders to assess Cedar’s processes that impact Client Management in efforts to streamline internal processes, implement best practices, and partner with the Client Management team in achieving their goals.

Gain further insight into this opportunity by viewing this video featuring the hiring manager: https://youtu.be/GVIOGMkN3J4

Responsibilities

Develop and implement efficient internal processes that address the largest bottlenecks and pain points for the Client Management team
Identify opportunities to streamline and scale Cedar’s go-to-market (GTM) operations, in partnership with the Commercial Strategy team
Own and identify opportunities to enhance and scale current workflows and systems, such as evaluating new tools, or scaling account planning processes, used by the Client Management team
Establish and manage key performance indicators for client operations. Monitor performance metrics and provide regular reports to senior leadership on operational efficiency metrics and client satisfaction
Coordinate between Client Management, Finance, and People teams around strategic planning, revenue projections, board deck materials, compensation plans representing the Client Management team
Lead and own high priority Commercial initiatives such as upsell and renewal processes, deal desk processes, churn tracking and forecasting
Identify and act on opportunities to enable and enrich the Client Management team, including best practices documentation, organizing skills training, establishing cross-team channels for feedback and information sharing
Partner with Commercial and Product teams to effectively prioritize, and roll out, products and features to the Client Management Team

Serve as key cross-functional lead to set prioritization between product and commercial teams for product enhancement requests
Work cross-functionally on product rollouts, including coordinating enablement and crafting/approving client communications

Required Skills & Experience

5+ years in a consulting, commercial, or revenue operations role
Relevant enterprise software or healthcare experience
Expert level proficiency with Salesforce
Excellent analytical and data management skills
Exceptional communication and interpersonal skills
Ability to work effectively with cross-functional senior leadership
Self-motivated and demonstrated ability to drive operational efficiency and lead multiple priorities concurrently
Excited about Cedar’s mission of improving the healthcare finance experience

Compensation Range and Benefits

Salary Range*: $126,200 - $165,000
This role is equity eligible
This role offers a competitive benefits and wellness package

*Subject to location, experience, and education

#LI-REMOTE

What do we offer to the ideal candidate?

A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year
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 PTO 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 the Cedarian Advisory Group (a cross-functional cohort focused on increasing internal inclusiveness at Cedar) and 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

About us

Cedar was co-founded by Florian Otto and Arel Lidow in 2016 after a negative medical billing experience inspired them to help improve our healthcare system. With a commitment to solving billing and patient experience issues, Cedar has become a leading healthcare technology company fueled by remarkable growth. Over the past several years, we’ve raised more than $350 million in funding from investors such as Andreessen Horowitz and Tiger Global, bringing Cedar’s valuation to $3.2 billion.

As of December 2023, Cedar is engaging with 25 million patients on an annualized basis, and is on target to process $2.6 billion in patient payments annually. Cedar’s ambition is to serve 50-60 million Americans by 2025, about half of the U.S. population that makes medical payments annually. Cedar partners with more than 55 leading healthcare providers and payers including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health and Providence.

Director – Client Operations

Cedar

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