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Head of Customer Operations

2 months ago

Bingham Farms, Michigan, United States Direct Recruiters Full time

Client Overview:
Currently, a significant percentage of film requests are fulfilled through physical discs sent to patients and third-party requestors. However, as most patients and requestors no longer have access to disc players, this method has become outdated and inconvenient. The existing process is not only labor-intensive and costly but also poses environmental concerns.

Our innovative automated platform transforms this traditional approach, enabling ROI offices and medical imaging centers to fulfill image and record requests more swiftly and efficiently.

With our solution, requestors can track the status of their requests in real-time.

Our platform facilitates 100% digital delivery of DICOM images to all patients and requestors, completely eliminating the reliance on physical discs.


Key Responsibilities:

Leadership & Team Management (30%):
Guide and oversee a growing team of three customer success professionals, with plans for future expansion.
Conduct regular departmental meetings and establish OKRs (Objectives and Key Results).
Provide valuable feedback and insights to the CTO, Sales, and Managing Director.
Enhance and optimize operational processes.

Active Customer Success & Operations (70%):
Serve as a player-coach, actively participating in daily operations and customer interactions.
Manage customer success and support initiatives, ensuring high levels of satisfaction and engagement.
Oversee users, including patients, law firms, and other service providers.
Supervise certain implementation projects to ensure seamless execution.
Address and resolve existing customer concerns.
Manage release of information operations.
Ensure technical reliability and address occasional technical issues with the support of the technical team.

Experience & Qualifications:

Required Experience:
A few years of experience in a leadership capacity within customer success or support operations.
Experience in healthcare systems and patient interactions is highly desirable.
Proven track record in managing release of information processes and operations.
Hands-on experience with HubSpot is essential.
Background in customer service, preferably in a call center setting.
Demonstrated ability to scale teams and enhance operational efficiencies.

Essential Skills:
Strong technical knowledge and problem-solving capabilities.
Excellent customer-facing skills with the ability to effectively manage and resolve issues.
Results-driven and metrics-oriented mindset.
Strong analytical abilities, particularly in call center performance.
Exceptional communication and interpersonal skills.
Ability to provide feedback and insights to enhance overall operations.

Preferred Qualifications:
A desire to grow and embrace new challenges.
Exceptional candidates from California will be considered.

Compensation:
$140k-$160k, United Healthcare health/dental/disability coverage, 401K, stock

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