Full-Time

VP – Customer Service

Posted on 12/29/2022

Loyal Health

Loyal Health

201-500 employees

AI-driven healthcare platform for hospitals

AI & Machine Learning
Data & Analytics

Senior, Expert

Remote in USA

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 specializes in leveraging state-of-the-art technology, particularly machine learning, to enhance patient engagement and operational efficiencies for health systems and hospitals. Working at this company offers the opportunity to be at the forefront of tech-driven healthcare improvements, facilitating personalized patient care on a grand scale. The organization’s commitment to unifying healthcare experiences not only fosters professional growth but also impacts meaningful change in the healthcare industry.

Company Stage

Series A

Total Funding

$12.5M

Headquarters

Atlanta, Georgia

Founded

2015

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

33%

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

INACTIVE