VP – Customer Service
Posted on 12/29/2022
INACTIVE
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.
AI & Machine Learning
Data & Analytics
Company Stage
Series A
Total Funding
$12.5M
Founded
2015
Headquarters
Atlanta, Georgia
Growth & Insights
Headcount
6 month growth
↑ 0%1 year growth
↑ 3%2 year growth
↑ 47%Locations
Remote in USA
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