Director, Client Support and Operations
2 months ago
Upfront is hiring a highly motivated Director of Client Support and Operations eager to serve our rapidly expanding client base and take our operation to the next level. Keys to success? Strong customer service orientation and passion, a data driven approach to prioritization, and excellent organizational skills Help us deliver continuous value to our healthcare system partners and positive outcomes for their patient population as every patient has the right to access the care they need.
This role is responsible for overseeing daily operations and managing team priorities in delivering excellent client experiences post implementation. This role will also work to ensure the resolution of any issue in accordance with our service level agreements (SLAs), manage and prevent escalations, and coordinate timely client communications. Collaboration with other leaders within our organization is key to creating and maintaining processes to seamlessly deliver high client satisfaction and provide visibility into client operational health.
Role Responsibilities- Provide strong leadership to the support team, setting clear goals, priorities, and expectations for performance.
- Mentor and develop team members to achieve their full potential. Support company and team vision and values through role modeling and coaching desired behaviors.
- Oversee the resolution of issues and inquiries from clients with acute attention to detail.
- Ensure clear, timely, and effective responses to support tickets in accordance with SLAs.
- Enhance support processes to improve efficiency, effectiveness, and customer satisfaction. Implement best practices for incident management, escalation procedures, and SLAs.
- Oversee client communication related to operations.
- Manage client escalations, create plan of action resolutions, and lead client and internal communications.
- Create metrics, maintain dashboard to provide visibility to VP Client Services and other executives on client operational health. Provide insights and recommendations to inform strategic decision-making.
- Develop training materials and documentation for clients and internal support staff and conduct training sessions to educate clients on best practices for using our platform.
- Collaborate with sales, marketing, implementation, and product teams to ensure a coordinated approach to client support and satisfaction.
- Work collaboratively with product management and development teams to prioritize feature enhancements and bug fixes.
- Care about consumer privacy and help ensure compliance with HIPAA policies and procedures.
Reporting Relationships:
- The role reports to the VP of Client Services
- This role has direct reports
Role Related PHI Access
- This role requires PHI access to all client accounts for purposes of client implementations as well as client environment QA/UAT processes.
- Bachelor's degree preferred
- Detail-oriented multi-tasker
- Strong initiative and accountability
- Strong analytical skills and logicality
- Passionate about client success
- Some industry-specific knowledge required
- Proficiency in ticket management software – Jira, Salesforce
- Strongly preferred, but not required – familiarity with SQL, BI tools
- Go-getter, enthusiastic and ambitious
- Outcome-focused with strong time management and prioritization abilities
- Self-starter with a healthy competitive drive to succeed
- Strong verbal and written communication skills
- Proficiency in Microsoft Office Suite
-
Client Support Operations Manager
5 days ago
Chicago, Illinois, United States Forsta Inc Full timeCompany OverviewForsta Inc. is a premier provider of Human Experience (HX) solutions, dedicated to enhancing healthcare performance through a comprehensive suite of services. Our mission is to improve safety, clinical excellence, patient satisfaction, and workforce engagement across over 41,000 healthcare facilities, ultimately aiming to reduce patient...
-
Client Support Specialist
6 days ago
Chicago, Illinois, United States Prepaid Expense Card Solutions, Inc. Full timeCLIENT SUPPORT SPECIALISTOVERVIEW:Under the direct guidance of the Director of Customer Operations, Client Support Specialists serve as the primary point of contact for users, ensuring their satisfaction with Prepaid Expense Card Solutions, Inc.'s offerings. Their main responsibility is to deliver exceptional client support aimed at enhancing users'...
-
Client Support Coordinator
4 hours ago
Chicago, Illinois, United States Marquee Event Group Full timePosition Overview:The Client Service Representative plays a vital role within the Marquee Event Group, a leading provider in the event planning sector. Our organization prides itself on delivering exceptional service and an extensive inventory to ensure client satisfaction at every event.Role Summary:As an integral part of the Sales Team, the Client Service...
-
Client Support Specialist
5 days ago
Chicago, Illinois, United States Metropolitan Family Services Full timeAbout Us:Metropolitan Family Services is dedicated to empowering families to learn, earn, heal, and thrive. As a mentor, motivator, and advocate, we have been a catalyst for change since 1857, helping families achieve their fullest potential and positively influence their communities.As Illinois' first comprehensive human services agency, we serve over...
-
Senior Client Operations Associate
5 days ago
Chicago, Illinois, United States Spark Foundry Full timeJob DescriptionCompany Overview:Spark Foundry is a premier global media agency dedicated to enhancing brand engagement, affinity, and transactions. By merging exceptional media expertise with innovative strategies, we captivate consumers, encouraging them to connect with our clients' brands and make purchases.Our unique blend of a startup's agility and the...
-
Managing Director, Client Account Team
2 months ago
Chicago, Illinois, United States TEKsystems Full timeOne North is a full-service digital agency creating experiences that perform, evolve and inspire. Unlike traditional agencies, we stitch together a deep level of expertise across disciplines so that we can do the work of multiple teams. With capabilities in brand and communications, digital experience, technology and infrastructure, and optimization and...
-
Client Support Representative
6 days ago
Chicago, Illinois, United States Volta Full timeClient Support Representativeat Volta ChargingWe are looking for a Client Support Representative to become a vital part of our Service Operations Team. The mission of Service Operations is to ensure our stations are maintained to the highest standards and to provide exceptional support to our electric vehicle users. At Volta, we are dedicated to promoting...
-
Client Onboarding Executive Director
2 months ago
Chicago, Illinois, United States JPMorganChase Full timeJob Description The Client Onboarding team is responsible for driving and coordinating all aspects of the setup of custom card and cash management services to ensure a best-in-class experience for our clients. As a Client Onboarding Executive Director for the Commercial Bank (CB) you will act as an Implementation Manager, and be responsible for managing a...
-
Veterinary Operations Director
2 hours ago
Chicago, Illinois, United States The VET Recruiter Full timeOverviewA non-profit veterinary organization dedicated to rescuing pets facing euthanasia is seeking a Veterinary Operations Director. This role is pivotal in managing the medical operations across various programs, ensuring that veterinary services are delivered seamlessly and effectively for all animals in our care.Reporting StructureThe successful...
-
Veterinary Operations Director
1 day ago
Chicago, Illinois, United States The VET Recruiter Full timeOverviewA non-profit veterinary organization dedicated to the welfare of animals at risk of euthanasia is seeking a Veterinary Operations Director. This role is pivotal in overseeing the medical operations across various programs, ensuring the effective delivery of veterinary services and the management of animal care across multiple facilities.Reporting...
-
Head of Client Financial Operations
1 hour ago
Chicago, Illinois, United States CMI Media Group Full timeJob Title: Client Finance DirectorCompany: CMI Media GroupOverview:With a rich history spanning over three decades in healthcare marketing services, CMI Media Group comprises a diverse team of professionals committed to facilitating robust connections between clients and their target demographics. Our approach integrates advanced technology, insightful data...
-
Veterinary Operations Director
10 minutes ago
Chicago, Illinois, United States The VET Recruiter Full timePosition OverviewA non-profit veterinary organization dedicated to the rescue and rehabilitation of animals is seeking a Veterinary Operations Director. This role is pivotal in managing the medical operations across various programs, ensuring the delivery of high-quality veterinary services.The successful candidate will report directly to the Executive...
-
Operations Support Specialist
7 hours ago
Chicago, Illinois, United States Engineering and Manufacturing Company Full timeJob OverviewAn esteemed Engineering and Manufacturing Company is actively seeking a Service Coordinator for Direct Hire opportunities within their expanding operations. This role presents an excellent chance for individuals with a background in manufacturing to engage in technologically advanced projects while advancing their careers.While local candidates...
-
Client Support Specialist
6 days ago
Chicago, Illinois, United States Peppermint Technology Full timePosition OverviewRole: Client Support SpecialistLocation: Hybrid work modelReporting Structure: Reports to the President, North America; Customer Support Team Lead (UK)ObjectiveAre you passionate about technology and eager to contribute to customer success? Join a dynamic and expanding international software firm as we enhance our presence in the North...
-
Operations Director
2 months ago
Chicago, Illinois, United States Ensono Full timeAt Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with...
-
Director, Client Integration
2 months ago
Chicago, Illinois, United States Epsilon Full timeJob DescriptionThe Client Integration team at Epsilon holds a key role in integrating our clients' first-party data into our platform. This team combines elements of engineering, consulting, and technical account management to facilitate integration, ensure its ongoing success, and assist with digital campaigns. Our work involves understanding our clients'...
-
Veterinary Operations Director
24 hours ago
Chicago, Illinois, United States The VET Recruiter Full timeOverviewA non-profit veterinary organization dedicated to the welfare of at-risk pets is seeking a Veterinary Operations Director. This role is pivotal in managing the medical operations across various programs, ensuring the effective delivery of veterinary services and overall care for animals at multiple sites.Reporting StructureThe selected candidate will...
-
Client Support Specialist I
5 days ago
Chicago, Illinois, United States Canon Full timePosition Overview:As a Client Support Specialist I, you will play a crucial role in ensuring our clients receive exceptional service and support. Your contributions will directly impact the satisfaction and success of our customers.About Canon Solutions America:Company: Canon Solutions America, Inc.At Canon Solutions America, we are dedicated to empowering...
-
Veterinary Operations Director
10 minutes ago
Chicago, Illinois, United States The VET Recruiter Full timeOverviewA non-profit veterinary organization dedicated to saving animals at risk of euthanasia is seeking a Veterinary Operations Director. This role is pivotal in overseeing the medical operations across various programs and ensuring the effective delivery of veterinary services for all animals at multiple facilities.Reporting StructureThe selected...
-
Client Support Specialist
5 days ago
Chicago, Illinois, United States Moody Bible Institute Full timeClient Support SpecialistThe Client Support Specialist at our Christian-oriented Higher Education and Media Ministry is primarily tasked with addressing the needs of Moody Bible Institute constituents who reach out to the Customer Service Center (CSC). This position involves managing service inquiries through various communication channels, including phone...