Strategic Operations Associate

About the position:

As a Strategic Operations Associate, you will play a pivotal role in managing a cohort of customers in our portfolio, and specifically finding opportunities to streamline Operations team efforts in their day-to-day management. The primary focus will be customer and performance management for these accounts (70%+), and secondarily, improving efficiency across data management and intake, program planning, and account management. This role will require strong cross-functional collaboration with our operations colleagues, integrations team, product team, and customer growth teams. Attention to detail and the ability to handle multiple work streams will be essential advantages in this role.

What you’ll do:

This role will require 70% of work dedicated to performance success of assigned customers, and 30% dedicated to driving internal improvements in their management

Performance and Engagement Management:

• • Monitor and track performance metrics of your customer portfolio.
  • Analyze data to identify areas of improvement and develop strategies to enhance customer engagement and program outcomes.
  • Provide insights, make recommendations, and implement working with cross functional stakeholders to drive customer success and program effectiveness.
  • Manage reporting needs for customers to meet SLAs and drive performance outcomes

Customer Management:

• • Manage the program implementation of the Stellar platform to a cohort of customers.
  • Understand customer needs and requirements, ensuring their satisfaction and success within the program.
  • Act as the primary point of contact for your customer portfolio, providing performance support and building strong relationships.

Data Management and Intake:

• • Oversee data management and intake processes for customer portfolio and ensure accurate implementation within the platform.
  • Ensure accurate and efficient handling of data, including data collection, integration, and quality control.
  • Collaborate with the integrations team to implement and improve data management practices.

Program Planning and Account Management:

• • Assist in program planning activities, including identifying program objectives, milestones, and deliverables.
  • Support account management efforts, ensuring customer satisfaction, renewals, and growth opportunities.
  • Collaborate with the product team to gather customer feedback and contribute to the development of new features or enhancements.

Automation and Streamlining:

• • Identify opportunities for automation and process improvement.
  • Collaborate with cross-functional teams, including the integrations team, operations colleagues, product team, and customer growth teams, to implement automated solutions and streamline processes.
  • Continuously assess and optimize workflows to enhance efficiency and scalability.

As a Strategic Operations Associate you should have:

• Bachelor's degree in a relevant field or equivalent and 1-3 years of practical experience.
• Strong interest in healthcare, particularly value-based care, and/or willingness to learn more
• Strong analytical skills with attention to detail, able to handle complex data 
• Excellent communication and interpersonal skills, with the ability to collaborate cross-functionally and engage with stakeholders at various levels.
• Demonstrated ability to engage with multiple workstreams, prioritize tasks, meet deadlines, and adapt to changing priorities.
• Experience in process automation, streamlining workflows, or driving operational efficiency is a plus.
• Familiarity with data management practices and knowledge of data integration processes is advantageous.
• Experience in client-facing roles is a plus.

Who will love this job:

• Individuals who thrive in a fast paced client-focused environment with some degree of ambiguity and shifting priorities.
• Problem solvers who are unafraid to voice opinions in pursuit of finding a better way of doing things.
• Strong communicators who can build and maintain relationships with customers and internal teams.
• Detail-oriented professionals with the ability to think through complex healthcare problems.
• Team players who collaborate effectively with cross-functional teams to drive customer success and program improvements.

Pay:

The salary range for this role is $80,000 - $100,000 and will be eligible for an equity grant and an annual performance based bonus. Where a new hire falls within this range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Stellar's bands are designed to allow for individual compensation growth within the role.  As such, new hires typically start at the lower end of the range.  Stellar rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

Stellar reserves the right to change our compensation bands at any time.