VP, Operations

THE COMPANY

Medely is the largest workforce management platform specializing in delivering healthcare professionals through an on-demand marketplace. As an economic empowerment engine, Medely allows healthcare professionals instant access to high-paying jobs with the freedom and flexibility to work when/where they want while providing healthcare facilities access to the largest on-demand network of ready-to-work healthcare professionals.

We believe that empowering healthcare professionals will bring more open, efficient, and increasingly higher quality to patient care. We are a team of sharp, entrepreneurial individuals who are redefining the way healthcare staffing is done. We are currently looking for candidates to join our growing team who share our enthusiasm for tackling today’s toughest challenges in healthcare.

What you'll be doing:

This leader is responsible for developing and driving the organizations internal and external customer support strategy and managing the overall performance of people and processes to achieve the highest levels of customer satisfaction. This role is comprised of running the Customer Support, Trust & Safety and Business Ops team.

The Vice President of Operations will work closely with members of the clinical operations, product and sales leadership teams to implement the organizations customer support and success strategy. In addition, this leader will be responsible for working cross functionally to understand consumer needs and establish valued communication.

The Vice President of Operations must display leadership skills that inspire and encourage the customer support staff to provide the highest standards of service and even promote good customer service in other departments that do not have direct customer service responsibility.

What you'll need:

• Develop and track KPIs that hold team members accountable for their performance

• Work closely with the VP of Clinical operation and VP Sales Operations to build a cohesive and effective customer strategy and a high-functioning CSR org.

• Develop and implement SOPs, for the customer service team focused on standardization of communication

• Own the delivery of extraordinary customer service, customer satisfaction, and revenue retention, while meeting service level requirements

• Determine what resources, tools, systems, and training will be necessary for obtaining / exceeding service level targets, focusing on new technologies, process improvements, employee skill enhancement and motivation techniques

• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results

• Recruit, select, train, and coach CSR staff

• Develop an effectual systems environment to better leverage entire relations throughout the organization

• Develop strategy for incrementally transforming the customer experience through the use and improvement of current / future technology focused on cost reduction and improved customer service

• Identify systemic issues affecting customer issues and work with internal stakeholders to identify and implement fixes, process modification or changes to customers expectations

• Act as the key point of contact to third party vendors to ensure our technology is up to date and effective

• Research best practices in related industries and companies to determine best practices, focusing on quality support and a positive customer experience

WHY MEDELY: BENEFITS & PERKS

• Competitive Compensation: Based on experience and performance

• Long Term Incentives: 401k

• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance

• Flexibility: We believe that work/life balance is important, so we offer twenty days of Paid Time Off and ten paid holidays.

• Paid parental leave

• Energetic team environment

• Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry on a national scale!

• Ownership: Drive meaningful business impact on a team that you’ll help build and define!

• Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!

We're an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.

Work location is flexible if approved by Medely.

Medely does not accept unsolicited resumes from agencies. We consider any resume (CV) or biography received from an agency or outside recruiter without prior approval from a member of the Medely Human Resources or Recruiting team to be unsolicited and gratuitous, and such submissions will not be recognized by Medely for purposes of “ownership” of the candidate.

We are an E-Verify company.