Vice President, Customer Care

2 months ago

Port Washington, United States Sandata Technologies Full time

** Sandata Technologies**

** Vice President, Customer Care (Remote)**

Port Washington, NY 11050

Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 18 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and to manage their businesses while also getting paid as quickly as possible. Perfect ideal

At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we've come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together.

This position is remote and the candidate can sit anywhere in the United States. When our new headquarters reopens on Long Island, employees within commuting distance will have the opportunity to schedule workdays in the office.

Sandata seeks a customer-oriented *Vice President of Customer Care* to lead our call center operations strategy, transformation and results. This position will be accountable for developing, tracking and reporting key performance indicators for the department, developing and implementing best-of-breed processes and procedures to improve operational efficiency, and directing all aspects of the organizations customer care policies, objectives and initiatives. This is a key leadership role with direct impact and influence to the overall customer experience both internal and external customers.

**What you will do:**

* Architect, lead, and continuously improve the customer care support capability including strategy, organization structure, processes, tools and technologies to achieve the highest levels of customer success and satisfaction in order to meet all stated business objectives.

* Evaluate and optimize the workforce to ensure we have the right skills, organizational structure, capacity and quality to deliver best in class support to all customers across all business lines and products.

* Implement an individual and team development strategy, including coaching, training, mentoring, career development, and performance management.

* Bring best practices to improve the operational processes, strategies, measurement, and plans to deliver strong results.

* Drive high productivity and performance within call center operations.

* Define and own the entire post-implementation support experience.

* Collaborate cross-functionally within the organization to expedite the resolution of customer issues.

* Report key business metrics to executive management, providing clear quantitative insights.

* Assess metrics and take appropriate actions to continue to enhance the customer care capability and ensure the team is meeting and/or exceeding established SLAs.

* Proven track record of owning accountability and delivering exceptional results for high customer retention.

* Ensure security of personal health information (PHI) and report any violations or observations to management.

* Department heads are Point of Contact for security matters.

**What you will bring:**

* Bachelors degree in Information Technology, Business Administrator or related field.

* 10 years experience as a customer support and/or call center operations leader for a SaaS company (or equivalent) preferably in Healthcare.

* Technical expertise and ability to acquire knowledge of products and constructively engage with product leadership to help shape the product roadmap.

* Proven leadership skills that demonstrate your ability to initiate and drive change

* Demonstrated ability to think strategically, execute tactically, and collaborate effectively with key stakeholders internally and externally.

* Ability to inspire, coach, and develop team members to reach their maximum potential.

* Ability to successfully navigate difficult conversations with customers with empathy and proper expectations, balancing the best interests of both the customers and the company.

* Experience in a variety of support channels and technologies including social, chat and voice

* Exceptional organizational, presentation, and communication skills, both verbal and written.

* Deep understanding of value drivers in SaaS recurring revenue business models.

* Analytical, data-driven, self-starter, strategic thinker, detailed oriented, and resourceful.

* Experience within the healthcare industry.

* Passion for designing processes that scale.

* Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.

* Experience navigating complex organizations, and a high level of comfort with fast-paced environments that involve a degree of ambiguity.

* Open to input from other team members and departments.

* Maintain privacy and confidentiality at all times.

**Sandata employees enjoy the following benefits:**

* Medical, dental, and vision coverage

* Flexible Spending Account for health and dependent care

* Life insurance

* 401(k) Plan

* Aflac STD, LTD, Critical Illness, Hospital, and Accident insurance

* Employee Assistance Program

* Tuition reimbursement

* Paid vacation and holidays

* Employee discounts and company perks

**Sandata Technologies is an Equal Opportunity Employer M/F/Disabled/Vet**

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