Director, Client Delivery

Maven is the largest virtual clinic for women's and family health, offering continuous, holistic care for fertility and family building through maternity, parenting, pediatrics and menopause. Maven's award-winning digital programs are trusted by leading employers and health plans to reduce costs and drive better maternal health outcomes, as well as enhance DE&I in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has been recognized as Fast Company's #1 Most Innovative Health Company and has grown to 15 million lives covered. Maven has raised $300 million in funding from leading investors including General Catalyst, Sequoia, Oak HC/FT, Dragoneer Investment Group and Lux Capital.
An award-winning culture working towards an important mission - Maven Clinic is a recipient of over 30 workplace and innovation awards, including:

• TIME 100 Most Influential Companies (2023)
• CNBC Disruptor 50 List (2022, 2023)
• Fast Company Most Innovative Companies (2020, 2023)
• Built In Best Places to Work (2023)
• Fortune Best Workplaces NY (2020, 2021, 2022, 2023)
• Great Place to Work certified (2020, 2021, 2022, 2023)
• Fast Company Best Workplaces for Innovators (2022)
• Built In LGBTQIA+ Advocacy Award (2022)

Maven is looking for a Director, Client Delivery to join our broader Client Services team. This individual will be responsible for leading a team that works cross functionally with sales, business intelligence, client success, product, and engineering, to prepare our product and client delivery processes for rapid scale. This team is responsible for client configurations, quality controls, reporting, and eligibility data transfers. This individual will be responsible for meeting or exceeding key metrics related to implementation NPS, configuration defects, and file delivery automation.
As a Director, Client Delivery at Maven, you will:

• Lead a team of managers and analysts responsible for onboarding new clients to Maven's full suite of products and services
• Refine foundational processes, documentation, tooling, and metrics for Maven's next phase of scale
• Ensure zero defect client launches through robust configuration and testing processes
• Anticipate where challenges at scale will occur and build proactive cross-functional solutions
• Use data to understand gaps in foundational processes and prioritize improvements
• Oversee inbound and outbound data specifications, automation, processing, and troubleshooting
• Collaborate cross-functionally with Product, Engineering, Sales, Business Intelligence, and Client Services on client reporting requirements and strategy

We're looking for you to bring:

• 8+ years of experience in an operations or client services role in a tech, digital health, healthcare, or SaaS company
• 5+ years of experience leading a team of direct reports, with demonstrated excellence in people management, coaching, hiring, training, and onboarding
• Strong leadership and effective problem-solving abilities; must be able to develop and grow relationships with executive leaders and internal cross-functional teams
• Experience facilitating cross-functional discovery sessions, aligning stakeholders on business requirements, and working closely with product teams to prioritize roadmap items
• Working knowledge of establishing file transfers and partnering closely with data engineering and business intelligence teams
• Significant entrepreneurial drive, ability to create order from chaos, and willingness to roll up sleeves to solve challenging problems
• Exceptional problem-solving and analytical skills combined with strong business judgment and extensive experience working with data and analytics tools
• Passion for details, responsiveness, and organization
• Bachelor's degree with a strong educational track record

Helpful experiences and skills (if you don't have them, you can learn them with us!):

• Knowledge of key trends in the healthcare industry, particularly in women's and family health
• Prior experience in a fast-growing startup environment
• Salesforce, Looker, Asana, and Microsoft suite experience

For candidates in NYC, CO, or CA, the base salary range for this role is $165,000 - $210,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.
At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.
Benefits & Perks:
We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to benefits:

• Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics.
• Whole-self care through wellness partnerships
• Weekly breakfast, lunch, and get-togethers
• 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who've been with us at least six months)
• Udemy, annual professional development stipend, and access to a personal career coach through Maven
• 401K matching for US-based employees (immediately vesting)

These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.
Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g [email protected]). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: [email protected] . For general and additional inquiries, please contact us at [email protected] .