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Director of Customer Experience

2 months ago

Atlanta, Georgia, United States Scan Full time
About the Role

We are seeking an exceptional leader to join our team as a Director of Customer Service. As a key member of our operations team, you will be responsible for driving customer satisfaction and loyalty through exceptional service delivery.

Key Responsibilities
  • Develop and implement customer service strategies to enhance team productivity and agility.
  • Lead a team of 4 managers and collaborate with the COO to structure the national Customer operations team for maximum performance.
  • Establish yourself as a subject matter expert, implementing top-tier operational processes and practices.
  • Standardize reporting, including dashboard optimization and data management.
  • Monitor, plan, and analyze key operational metrics for timely task completion.
  • Travel to new markets to meet clients and understand their workflows.
  • Leverage AI to drive efficiency and more impactful customer interactions.
  • Design and implement efficient operational processes.
  • Manage the onboarding of all marketplace participants.
  • Lead the US Customer Operations team and collaborate with other leaders to achieve operational excellence.
  • Collaborate with the Product team to identify product gaps and improve efficiency and patient care.
  • Identify skill requirements and potential leaders within your Operations team for scalability.
  • Own the operational metrics, ensuring team adherence to critical deliverables.
  • Co-lead HIPAA compliance across the organization.
  • Implement new technologies to stay at the forefront of operational processes and service delivery.
  • Work cross-functionally for the seamless delivery of services.
  • Collaborate with the Head of Provider Management to meet key imaging center SLAs and network performance.
What We're Looking For
  • A track record of exceptional delivery within a regulated environment, preferably in healthcare.
  • Experience in running a large call-center operation.
  • Strong people management and motivating teams.
  • Transformational process leadership.
  • Proven ability to motivate teams and retain the best talent.
  • Delivering efficiencies and master of processes and implementation.
  • Customer service platform experience and implementation.
  • Applying automation or AI to manual operational processes.
  • Effective communication and data-first mindset.
  • Comfortable dealing with ambiguity and change.
  • Organizational design and structuring teams to deliver patient care.
  • Familiarity with service center metrics and key operational metrics.
  • Comfortable working at high speed while maintaining execution quality.
  • Forward-looking and pushing for process improvements.
What We Offer
  • Salary range of $165,000 - $185,000 + equity contribution.
  • 401k.
  • Healthcare, Vision and Dental.
  • All the equipment needed for you to do your role effectively.
  • Flexible working.
  • Remote or hybrid working options.
  • Personal Development budgets.
  • 18 days PTO plus public holidays.
  • 10 paid sick days.
  • Inclusive policies designed by our team, for our team.
About Scan

We are a digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We're doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world-class customer operations team.

We're committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.