Senior Director, Client Experience
Everly Health
Sales & Business Development
New York, NY, USA · Austin, TX, USA
Posted on Dec 12, 2024
Everly Health Solutions is the enterprise division of Everly Health. Our mission is to enable modern diagnostic services for the healthcare ecosystem. We provide the clinical, legal, and technology framework to implement large-scale consumer-friendly testing, treatment, and referrals into care. We are a trusted partner of many leading brands in diagnostic testing and provide novel solutions to support testing programs across key healthcare markets. Through integration with more than 75 national CLIA-certified labs and support of over 3,000 test types, we are shaping a new paradigm in healthcare, built around disease detection and prevention. We believe that empowering people with convenient access to clinically actionable testing has the power to change lives, improve outcomes, and create a healthier world.
The Senior Director of Client Experience will oversee the Client Operations and Project Management Organization while driving process improvement initiatives within the EHS organization. These teams service clients and execute on program deliverables for clients including our most strategic accounts. This role will also be responsible for driving lean continuous improvement initiatives across the department, working with engineering and product teams to ensure the department drives quality performance and on-time, in-scope program launches in partnership with internal partners and our enterprise clients. This leader is responsible for working with various members of the Executive Leadership Team to establish a client-based, process improvement strategy, building net new services and engagement strategies. The leader will focus on innovative strategies to deliver excellent return rate for kits while driving efficiency, productivity and quality improvements, in line with business objectives.
What You'll Do:
- Manage operations and performance of both Client Ops & PMO teams, including setting and managing against KPIs, documenting key processes, managing team structure/capacity.
- Create a Process Improvement vision and implement a strategy to reduce lead times, eliminate waste, and find efficiencies.
- Manage all engagement execution including print, IVR, email, and text.
- Partner closely with the business development and account management team to oversee the operational health and client satisfaction of our programs.
- Analyze business processes and conduct gap analysis to determine root causes of issues.
- Drive measurable improvements for on-time launches, client delivery, productivity, etc.
- Guide teams in developing and executing Lean plans to monitor and increase overall productivity, managing multiple value streams, serving as a recognized expert and resource leader for focus areas, process rigor, and delivering significant simplification results.
- Display strong communication and collaboration skills required to work with internal cross-functional leadership, identify challenges and drive towards outcomes
Who You Are:
- Bachelor's Degree from an accredited university. MBA a plus.
- 10+ years of relevant client services, operations, consulting and/or equivalent experience.
- 6+ years of people management experience.
- Certified in Lean or Six Sigma/
- Project management experience and proven track record of managing multiple, high-complexity programs
Skills Required:
- Demonstrated ability to lead, document, plan, and execute clinical services and innovative new programs.
- Proven ability to execute, prioritize multiple objectives, and deliver on commitments.
- Strong interpersonal and leadership skills.
- Ability to energize, develop and build rapport at all levels within the organization with proven ability to work cross-functionally.
- Proficiency in Wrike (or other PMO tools), Slack, Jira, and Google Apps required
This salary range for this position is $150,000 - $185,000 based on the selected candidate's qualifications, market data/ranges, location (ATX or NYC) and internal equity. This position is also eligible for an annual bonus, health, dental, vision & mental health insurance, 401(k) with company match, Flexible PTO, a monthly $100 wellness stipend and various other perks.