Provider Success Manager

​​About the Role:

The Provider Success Manager will lead coach and mentor a team of Provider Success Associates (PSAs) as they support and engage with the Hims & Hers provider community through their onboarding and long term success on the Hims & Hers platform. The Provider Success Team delivers world-class support to the provider network understanding the most pressing challenges facing them and developing solutions to improve and enhance provider experience. The Provider Success Manager is team-oriented data-driven and excited to solve problems.

You Will:

• Manage develop and grow a team of Provider Success Associates.

• Monitor and improve collective results of their team including provider onboarding activation engagement retention and sentiment.

• Lead in implementation of new team initiatives and partner closely with cross-functional stakeholders to develop new resources processes and playbooks to support growth as the team and provider group continues to scale.

• Lead in developing and improving operational processes to increase efficiency and effectiveness to scale.

• Work cross-functionally with clinical stakeholders (Medical Affairs Provider Leadership Group) to get stuff done.

• Be an extraordinary team leader: low ego high humility and goal oriented.

You Have:

• 5+ years of work experience in customer support provider management and healthcare operations.

• Previous experience in driving team-wide performance metrics with the ability to perform data analysis to identify trends and opportunities.

• Ability to turn insights into action can obtain the data they need to make directional operational decisions including working with Analytics.

• Demonstrated success initiating and developing new projects and then leading projects through project management lifecycle.

• Strong expertise in identifying problems and executing on solutions particularly in ambiguous situations. Understands problems well enough to prioritize what we need to do.

• Strong communication skills with ability to speak the clinicians’ language earn their respect and influence them. Clear communication and clarity of thought to lead discussions amongst the team.

• Ability to manage develop and grow junior team members. Ability to manage vendors.

• Experience using a CSP (Customer Success Platform) or CRM (Zendesk) a plus.

Our Benefits (there are more but here are some highlights):

• Competitive salary & comprehensive health benefits including medical dental & vision

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