Operations Manager - Customer Experience

Profile: Operations Manager - Client Experience

Job description

- Identifying opportunities for improvement in efficiency and quality - leveraging a combination of your experiences and business data.

- Optimizing new product, service, and feature launches for training efficiency across Client Experience (CX).

- Project managing CX-owned deliverables and updates required to launch new products, services, and features.

- Promoting effective collaboration between teams and proposing thoughtful solutions that consider all key stakeholders and drive process changes that increase efficiency.

- Managing assigned key initiatives from inception to completion; ensuring visibility into, and providing regular updates on, key initiatives and other projects to Operations leadership.

- Collaborating with key cross-functional partners across Carrot (e.g., Customer Success, Member Success, Commercial, Legal, Product, BI, Finance, Growth & Engagement).

- Serving as a liaison between Operations and other internal departments.

- Providing real-time support and troubleshooting to Operations team members as it relates to the processes and systems within your domain.

- Enabling CX teams to support customers and members through new product, service and feature launches. Including process development, asset management, training, ongoing support, and troubleshooting.

- Driving cross-functional collaboration - within and outside of the Operations department - to support business-critical processes and launches.

- Providing governance and centralized management of key business functions, including but not limited to: eligibility file workflows, and external report delivery automation.

- Executing on key initiatives that drive operational efficiency across all teams within the Operations department, and enabling the organization as a whole to scale in a fiscally responsible fashion.

Minimum Qualifications:

- 4+ years experience in customer success, implementation, enablement, and/or customer-focused operational teams

- You are self-motivated, take clear ownership and initiative and seek out input and assistance from subject matter experts across the organization, as needed.

- You are experienced in multi-tasking, able to change priorities quickly, and can operate with some level of ambiguity / limited direction - when blocked or experiencing a challenging scenario, you proactively work on finding the root cause and addressing the issue

- You are experienced in building workflows and establishing policies, procedures, and best practices to drive operational efficiency

- You demonstrate basic to intermediate proficiency with the following tools/systems:

- Microsoft Office 365 Suite and/or Google Apps (Word/Docs and Excel/Sheets are key tools)

- Atlassian tools (e.g., Jira, Confluence)

- Customer CRM (e.g., Catalyst, Salesforce)

- Data: Microsoft Excel, Google Sheets, Airtable, Files.com

Preferred Qualifications:

- You have experience scaling processes to support relationships with health plans, payers, or channel partners

- You have worked in claims processing, billing support or other experience with HIPAA transactions.

- You have experience working within an OKR framework

- Experience working closely across teams and with Director-level leaders

- You have prior exposure to high-growth work environments

- You demonstrate an intermediate level of proficiency with the following tools/systems:

- Project management experience - PMP