Virtual, USA Posted 02/15/2022
Salucro is a company that is changing the way people make healthcare payments. Salucro is a high-growth software and service company specializing in payment solutions for the $800B self-pay healthcare market. We are seeking dynamic and talented people to join our agile team and take responsibility for building the next generation of our innovative products in a highly secure network infrastructure and environment.
Benefits Offered
401K, Dental, Life, Medical, Vision, Long Term Incentive Plan
Employment Type
Full-Time
Overview
Leading Client Services, Platform Delivery, Solutions, and Customer Program Operations, The VP, Customer Operations is responsible for ensuring a high level of support to clients and partners from post-sales to go-live while delivering existing client satisfaction to continually drive growth, internal and external operational and system improvements, and solution delivery.
Major Duties & Responsibilities
- Drive strategic leadership and direction to the Customer Operations Department; this includes interaction with internal leaders and client representatives to ensure that all clients have a superior customer experience
- Enhance and develop strong cross-functional relationships within Salucro working with other key leaders and team members as necessary to execute both smooth day-to day operations and internal improvement initiatives.
- Work directly with Salucro’s clients to understand activities that may impact implementation or onboarding delays, custom approaches or integrations or application errors
- Uses financial, qualitative, and technology-enabled data, to plan and execute operational strategies to ensure successful performance against client service level agreements, enterprise strategic goals, and budget targets
- Manages to organizational, department and client results and will interact directly with clients on service performance/metrics, including development of measurable action plans to close service gaps if not meeting expectations
- Directs workforce planning and partners with Human Resources to ensure recruiting and hiring practices are designed to generate qualified candidates in a timely fashion to minimize lost capacity in Customer Operations
- Performs department planning, staff selection, performance management and team development
- Manages and mentor's direct reports to achieve departmental objectives and individual development goals
- Provides process improvement and project management leadership to the department delivering process and procedure efficiencies as well as quality improvements.
- Engages with other leaders and teams to achieve similar results and optimize staff augmentation
- Builds and implements operational scorecards to monitor and communicate operational performance across all areas of responsibility
- Collaborates closely with various departments to support performance toward enterprise goals and remove barriers to ensure efficient operations
- Supports and incorporates continuous development opportunities for all Salucro Team Members to strengthen over-all capability and promote engagement and commitment
- Critical Success Factors: Demonstrated ability to establish credibility and build effective relationships at all levels of an organization, as well as in a partnering relationship (external and internal); ability to work with a variety of personalities and styles within a strong team environment
- Ability to quickly "ramp-up" in capacity and comprehend business and process complexity
- Exceptional interpersonal, customer service, communication, and leadership skills with the ability to work independently as well as part of a team
- Ability to communicate business needs both up the organization and then back down to other levels.
- Proficiency in working at both strategic and tactical development and execution
- Strong written and verbal communication skills, with exceptional presentation skills
- Ability to assert own ideas and work with others to gain support and commitment to the best possible outcome and someone who gets involved in the tactical execution him/herself
- High personal standards with a proven track record of personal and professional integrity, business ethics, and professionalism
Skills, Experience, & Minimum Requirements
- Bachelor's degree in Business, Finance, Marketing or related field or equivalent business experience
- Minimum of 10 total years customer service experience with at least 7 years in healthcare environment including: Minimum of 7 years of progressive leadership experience in a Support environment and leadership experience in developing, implementing, and providing oversight of customer relations programs
- Proven leadership and talent development skills across a broad-based skills team
- Client management and relationship experience
- Demonstrated process improvement experience
- Project management skills including the ability to organize and prioritize multiple client projects to meet deadlines
- Demonstrated budget development and management experience
- Proficient working knowledge of MS Office software programs and Salesforce
- Current working knowledge of Fintech Payments and Healthcare industry preferred
- The position is virtual and may require up to 10% travel
Virtual candidates will be considered. Background and drug screening required prior to employment. Salucro is an equal opportunity employer and participates in E-Verify.
To apply, email salucrohr.us@salucro.com with the subject line [Salucro Application] Vice President, Customer Operations, including a cover letter and your resume to be considered.