Director, Clinician Communications Operations

Nomad Health’s Director of CCO will oversee the strategic stand up and scale of the Customer Service Team responsible for building and incorporating the customer success function across all lines of business. The ideal candidate will have proven expertise in rapidly changing environments, a creative and curious approach to problem solving and a vision for inclusive growth aligned with the company’s vision. The Director will be responsible for setting customer engagement and retention strategies for healthcare professionals while using the Nomad platform (app and web), managing the tactical direction of the greater team to ensure they hit targets and lead the Managers to manage the daily functions of the teams. They will also partner closely with Senior Product leads and have a pivotal role in the implementation of upcoming technology company-wide. 

• A customer success strategy expert who understands the importance of high-quality customer service and consistency across all customer experiences to support Nomad’s overall strategy
• Uphold importance of high-quality customer service and consistency across all customer experiences to support Nomad’s overall strategy
• Maintain incredibly high standards of customer service that can be proven by relevant CSAT and NPS scores
• Teach your team to think enterprise-wide with their work
• Integrate revenue generation with customer service strategy
• Strong grasp of data and action to take as a result of clinician inbound communications
• Understand the importance of driving change from data
• Communicate up and down how we are matching against targets
• Keep track of performance metrics for the team output and quality
• Identify the action needed to get back on track or push growth
• Brings process control and continuous improvement to their teams
• Utilize a growth mindset when hearing feedback from all levels
• Understand the importance of team buy-in for changes and consistently bringing everyone along
• Identify and build processes and teams that enable Nomad to scale and working closely with the Senior Director, VP of Operations and other executives to develop a strategy to continue Nomad’s journey to becoming the best-in-class player in temporary staffing
• Sets the example for their direct reports on coaching and motivation to create a team culture that is receptive to feedback and operates with a growth mindset
• Advocate a team culture that is receptive to feedback and operates with a growth mindset
• Help your direct reports handle complicated or escalated situations with their direct reports
• Teach direct reports a growth mindset and set the example of accepting feedback from all levels of the organization
• Assist Managers with managing a team of managers to drive excellence in team culture and performance
• Able to manage cross-functional relationships with other Ops leads, Product and Engineering, Clinical Excellence, Data Teams and Marketing as needed.
• Partner with other Ops leads, Product and Engineering, Clinical Excellence, Data Teams, and Marketing 
• Engage peers with informal and succinct information that is relevant to them
• Preemptively communicate any concerns about cross-functional hiccups upward
• Remain empathetic to the stresses and needs of each team

• 7+ years of experience in high growth, fast-paced companies with a clear track record of growing or scaling a business
• Experience managing, motivating, and scaling diverse high-performance digital customer service teams
• An empathetic individual who enjoys helping people grow through difficult situations
• Strong interpersonal skills, especially as it applies to coaching and mentorship
• Keen understanding of how to use data to drive action for both team direction and for aligning team efforts with company-wide OKRs. 
• Experience integrating revenue generation with customer service strategy
• Track record of strong partnership with P&E and Marketing teams to incorporate customer service experience into clinician facing product
• High ambition, high collaboration, low ego
• Experience managing “managers of managers” 
• Customer Relationship and Omni-channel experience with tools such as: Zendesk, Stella Connect (Medallia), Textline, and Aircall experience or similar CS Tech Stack ideal
• Looker experience preferred

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this position description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

Nomad Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.
Compensation for this full-time position is between $113,500 to $176,500. This range reflects the minimum and maximum amount employees can earn during their time in the role. Actual pay may be higher or lower depending on geographic locations, skills, experience, and other factors permitted by law. This role is also eligible to receive a discretionary bonus, which is not guaranteed and may be based on both individual and company performance