Vice President of Customer Operations

2 weeks ago

Philadelphia, United States ParetoHealth Full time

We're in this for the greater good at ParetoHealth. Our mission is collective greatness, nothing less will do. Our team is a single force united in the drive to transform employee health benefits.

The company was founded in 2011 to help small and medium-sized businesses fight the rising cost of employee health benefits. We blazed the trail with financing innovations that reduce the risks in self-insurance and deliver significant savings-and we continue to lead with a growing ecosystem of partners and world-class cost control solutions.

But success is measured by more than dollars alone and we measure ours by the good that comes from knowing that every client and all their employees can count on effective, affordable healthcare for years to come.

Job Title

VP of Customer Operations

Department

Account Management

Location

Remote or Philadelphia, PA

Position Summary:

We are rapidly growing our business, partnering with health benefits consultants, employers, and industry partners, to improve healthcare and reduce costs for small to medium-sized businesses and their employees. Our engaged community of likeminded employers continue to choose Pareto to finance their benefits and, while we proudly maintain a 97% retention rate, we are constantly looking for ways to further enhance our community and delight our clients.

We are looking for a collaborative, data-driven, and accountable leader to expand our client success strategy and operations team. As the Vice President of Customer Operations you will drive critical initiatives to advance our Account Management team and the 2,400+ employers we support, improve operations, identify actionable insights from our data, and deliver impactful business results. You will work cross-functionally to support the Account Management team to operate at scale and advance data analytics and reporting, post-sales enablement and training, and management of KPIs. As a member of the Account Management leadership team, you will play a critical role helping unlock Pareto's next phase of growth as we deepen and expand our healthcare platform. This role will report directly into the Chief Underwriting Officer.

Key Responsibilities:

  • Utilize data and analytics to understand customer behavior, identify actionable insights, and predict future trends, including but not limited to journey mapping, segmentation, surveying, and client health scoring to devise the optimal support and engagement model for Account Management team
  • Define, track, and report out on departmental OKRs, performance, and KPIs; partner with Finance and Tech to build dashboards and reporting to monitor team performance and measure KPIs
  • Identify, document, and streamline implementation, account management, and related processes and workflows, including SFDC
  • Evaluate, select, implement, and manage tech stack and tools to support team operations in partnership with Tech team
  • Deploy strategies to advance team priorities around customer communications and expansion of services, partnering with Marketing, Cost Containment, and Product teams
  • Support post-sales enablement and training to ensure team has the skills and tools they need to succeed, including the development and delivery of onboarding, training programs, and resources
  • Partner with Account Management leadership to support team communications, executive and board materials preparation, and budget management and planning processes
  • Drive cross-functional strategic initiatives and projects, whether it be leading as a program manager and/or serving as a team representative
  • Serve as a player-coach and will build out a team of direct reports focused on customer operations
Required Skills & Qualifications:
  • 10+ years of customer strategy and operations experience, with at least 5 years of healthcare industry experience, preferably in insurance and/or employer health benefits
  • Deep experience in customer operations and customer success
  • Experience building Tableau (preferred), Looker or other BI solution
  • Ability to build credibility by being a detailed oriented, data fluent customer operations leader
  • Experience implementing and optimizing client health scoring
  • Familiarity with best-in-class tech stacks for customer success management, including SFDC
  • Proven track record taking an idea from concept through execution
  • Excellent communication and presentation skills and ability to confidently communicate with customers, partners, and senior executive leadership
  • Ability to build strong relationships and successfully motivate and inspire cross-functional team
  • Thrive in a dynamic, fast-paced environment that's growing and evolving rapidly
  • Bachelor's degree, MBA or advanced degree preferred


Pareto Perks:

Pareto offers a competitive compensation package commensurate with skills and experience. In addition, Pareto offers a robust benefits package including Medical (100% employer paid), Dental, Vision, STD/LTD, and employer 401(k) contribution.

What We Live By:

1. Get it Done and Get it Done Right - We crank out work at higher rates and at a higher quality than our peers in the industry. Our ability to do a lot with a little is a driving force behind Pareto Health, one that's made our brand synonymous with class, quality, and extreme competence.

2. Fire in the Belly - We only make time for champions; we only consider those with an inner desire to excel and push things forward. Our team, our partners, our members-everyone in the Pareto Health universe-works hard, learns constantly, improves furiously, and does so with a fire in the belly.

3. See the Field - As you're stuck thinking about tomorrow, we're already on to thinking about next year. Pareto Health embodies a culture of anticipation, perception, and acting with intent. In one-on-ones, in meetings, at a company level, and at an industry level, we're always two steps ahead.

4. For the Greater Good - Our vision extends past the here and now. We're rowing in the same direction toward the common goal of transforming an industry. It's our accountability, teamwork, and responsibility that ensure as we're changing industry tides, we're helping them rise. Now watch as we lift all boats in the process.

Disclosures:

ParetoHealth is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients.

California Applicants: See Pareto's CCPA Notice of Collection for California Employees and Applicants for information about how Pareto Captive Services, LLC, Pareto Health, LLC, and Pareto Underwriting Partners, LLC, together with their respective subsidiaries (collectively, "Pareto") collects and uses personal information submitted by employment applicants.

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