Facebook pixel

VP – Customer Service
Confirmed live in the last 24 hours
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • Bachelor's degree in business, computer science, or related field or equivalent work experience. Advanced degree preferred
  • 10+ years of experience required in healthcare IT services including SaaS solutions, with proven experience as a senior technical operations leader and/or other relevant roles
  • 10+ years of experience preferred working in a SaaS software environment tech stack delivering services and customer-facing roles
  • Extensive experience in process optimization and transforming processes to meaningfully change outcomes
  • Strong skills in Data Analytics to critically assess process gaps including data ingestion, quality assurance, engineering, and other processes
  • Deep expertise in building teams, scalable processes, and metrics-based management to achieve organizational and departmental goals
Responsibilities
  • This is a remote role
  • Architect the services team to fully adopt industry standards and best-practices to achieve operational efficiency to support an ambitious growth plan
  • Develop and manage scalable best-in-class processes to support rapid growth across multiple products and platforms
  • Design and implement processes, systems and structures necessary to consistently deliver high-quality customer results
  • Establish and communicate the KPIs and measurements across the services organization that drive continued improvement at all levels
  • Manage the effectiveness and efficiency of services and performance by creating and monitoring standard, custom, and benchmark reports for all customers
  • Identify gaps across the service organization and present solutions to align with organizational goals and metrics
  • Establish service standards across the team and existing product deployment and responsible for the execution of all managed services commitments
  • Responsible for ensuring the support team is structured in a way that maximizes availability for customers
  • Responsible for creation, management and oversight of all SLAs. Provide guidance for standardized recommendations and best practices for each product
  • Provide oversight for the implementation process and act as a point of escalation during integrations
  • Responsible for the management of the support ticketing tool and support processes
  • Partner with the leadership team and participate in the leadership and execution of key cross-organizational initiatives, processes, etc
  • Act as an advocate to customers and proactively work to address needs/issues cross-functionally
  • Drive growth of team members, productivity and retention through improved training and education programs, performance management, and other initiatives that drive a highly inclusive and supportive culture yielding outstanding results
Loyal Health

51-200 employees

AI-driven digital patient experience platform
Company Overview
Loyal is on a mission to allow health systems to connect with their patients, guide them to the appropriate care, and empower them to be healthier individuals. Loyal offers end-to-end digital and AI-powered solutions spanning the entirety of the patient journey, Loyal is the preferred software solution for improved care utilization among the nation's leading health systems and hospitals.
Benefits
  • Flexible paid time off, sick and personal days
  • At least one holiday per month (sometimes, more!)
  • Full health, dental, and vision insurance - Loyal pays the premium for all employees!
  • One Time Home Office Setup Stipend For Remote & Hybrid Roles
  • Monthly Internet Stipend for Remote & Hybrid Roles
  • Long term & short term disability
  • 401[k] plan
  • 16 Weeks Paid Parental Leave
  • 2 Volunteer days per year
  • Matching Gift Program
  • Participation Grant Program