Senior Director of Operations and Client Experience

6 days ago

McKinney, Texas, United States Blockit Now Inc Full time
About the Role

We are seeking a seasoned and strategic Executive Vice President of Operations and Client Success to join our executive team at Blockit Now Inc. This key leadership position will drive operational excellence, scale our operations, and ensure the delivery of high-quality products and services to our clients.

Key Responsibilities
  • Strategic Leadership
    • Develop and execute operational strategies aligned with the Company's growth objectives.
    • Collaborate with the executive team to define and achieve short-term and long-term goals.
    • Drive continuous improvement initiatives to enhance operational efficiency and effectiveness.
    • Stay abreast of industry trends, market dynamics, and the competitive landscape to inform strategic decision-making and drive innovation in client operations and success.
  • Operational Management
    • Oversee the daily operations of the Company, with an emphasis on customer support, and service delivery.
    • Implement and optimize processes to ensure scalability and sustainability.
    • Develop and monitor key performance indicators (KPIs) to measure the effectiveness of client operations and success initiatives, and take corrective actions as needed.
  • Team Leadership
    • Build, lead, and mentor a high-performing client operations and success team.
    • Foster a culture of collaboration, accountability, and continuous improvement.
    • Ensure the team is aligned with the Company's vision, mission, and values.
    • Collaborate with sales, project management, product, and support teams to ensure seamless client onboarding and ongoing support.
  • Customer Focus
    • Ensure the delivery of exceptional customer service and support.
    • Collaborate with the sales and marketing teams to understand customer needs and improve customer satisfaction.
    • Cultivate and sustain robust client relationships by understanding their goals and formulating effective strategies to meet their needs.
    • Develop and implement strategies to enhance client satisfaction, retention, and expansion.
    • Serve as the primary point of contact for executive-level client stakeholders, providing strategic guidance, resolving escalations, and ensuring overall client satisfaction.
    • Monitor and analyze client feedback to identify areas for improvement and drive product enhancements.
  • Financial Management
    • Develop and manage the operational budget, ensuring cost-effective operations.
    • Monitor financial performance and implement measures to improve profitability.
    • Collaborate with the finance team to ensure accurate forecasting and reporting.
  • Compliance and Risk Management
    • Ensure compliance with healthcare industry regulations and standards.
    • Implement risk management strategies to mitigate operational risks.
    • Stay abreast of industry trends and regulatory changes.
Qualifications

We are seeking a highly skilled and experienced Executive Vice President of Operations and Client Success with a strong background in healthcare operations, client success, and leadership. The ideal candidate will possess:

  • Strategic Mindset
    • Focus on driving results, fostering innovation, and continuously improving processes and practices.
  • Healthcare Expertise
    • Deep understanding of healthcare industry-specific processes, particularly scheduling and referral workflows, EMRs, PMs, compliance, and standards.
  • Servant Leadership
    • Embrace servant leadership to empower team members, fostering a culture of collaboration, empathy, and trust.
  • Technical Acumen
    • Strong technical skills, with the ability to configure and troubleshoot technical issues.
  • Customer Commitment
    • Unwavering commitment to exceeding customer expectations, demonstrating innovative thinking to enhance client experiences.
  • Analytical Capabilities
    • Strong analytical skills to interpret data and support client strategy and ongoing initiatives.
  • Communication Skills
    • Excellent communication, interpersonal skills, negotiation, and problem-solving abilities, with the ability to effectively collaborate and influence stakeholders at all levels.
Education and Experience

The ideal candidate will possess a Bachelor's degree in Business Administration, Healthcare Management, or a related field, and:

  • 10+ years of experience
    • In client operations, client success, or related roles working in a SaaS, healthcare technology, or healthcare B2B environment.
  • 7+ years in a leadership role
    • With a proven track record of driving operational excellence and client satisfaction within a healthcare organization.
  • Extensive experience in healthcare technology
    • Familiarity with standards such as HL7 and FHIR, reflecting a deep understanding of the industry's EHR, EMR, and API intricacies.
  • PMP Certification, Lean Six Sigma, or additional project management certification
    • Is preferred.
  • Experience working in a startup environment
    • Is desirable.

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