Senior Director, Customer Operations

🕒 Agosto 7

🌵 Arizona, California, +20 estados a mais – Remoto

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🐎 Kentucky – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

💵 $170.000 - $190.000 / ano

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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Jellyvision

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏥 Saúde

💼 Consultoria

📣 Marketing

💰 Venture Round em 2017-03

Healthcare • Consulting • Marketing

A Jellyvision é uma empresa especializada em fornecer uma experiência de benefícios hiperpersonalizada para ajudar os funcionários a escolher, utilizar e valorizar seus benefícios. O principal produto da empresa, ALEX, oferece suporte para navegar em decisões complexas de benefícios, incluindo educação sobre o Medicare e suporte para inscrição. A Jellyvision atende empregadores, equipes de recursos humanos, corretores, consultores e parceiros, usando análises preditivas e ciência comportamental para oferecer uma experiência de consultoria e comunicação de benefícios personalizada. Suas soluções aumentam o engajamento dos funcionários, melhoram a compreensão dos benefícios oferecidos pelos empregadores e, em última análise, conduzem a uma força de trabalho mais feliz e saudável.

Descrição

• Lead the Customer Operations organization responsible for onboarding, implementing, and supporting customers across Jellyvision’s product portfolio. • Set strategy and guide directors and their teams across multiple product lines. • Oversee implementation staffing, including full-time and seasonal talent. • Coach and develop directors and teams while building accountability, collaboration, and continuous improvement. • Develop strategic initiatives, measures, scalable systems, processes, and talent strategies. • Partner with the Chief Customer Officer to monitor progress, risks, challenges, wins, and strategy. • Manage implementation capacity across product lines, balancing customer demand, seasonality, and business priorities. • Manage vendor and broker partnerships and drive consistent delivery quality. • Scale implementation operations for ALEX Home. • Build the implementation model for Jellyvision’s benefits administration product. • Establish shared implementation standards and ensure quality, consistency, and accountability. • Serve as a senior customer contact and lead escalated resolutions. • Collaborate with Customer Operations, Revenue, Product, and other departments to improve customer outcomes and operational effectiveness. • Represent implementation and customer operations in strategic planning. • Serve as an integration point between product, operations, and vendor/broker partners.

🎯 Requisitos

• 12+ years of experience managing employees in an Implementation or Project Management environment, preferably in HR or SaaS. • 10+ years of management experience. • Successful track record implementing and onboarding enterprise customers in a customer-facing role. • Experience leading implementations across multiple product lines simultaneously, ideally including benefits administration or HR technology products. • Track record of building high-performing teams. • Experience managing a distributed workforce, including offshore or nearshore teams and third-party vendor/broker relationships. • Ability to manage implementation capacity, including forecasting and vendor management. • Ability to develop positive cross-organizational relationships and influence cross-functional initiatives. • Ability to make decisions amid unclear data, pivot quickly, and motivate teams through changing business needs. • Strategic mindset aligning execution with broader business goals. • Bias for action and comfort with ambiguity. • Strong executive presence and communication skills; ability to influence and collaborate at all organizational levels.

🏖️ Benefícios

• Bonus eligibility • Equity eligibility • Comprehensive benefits package • Remote work arrangement • Optional access to the Chicago office