Head of Customer and Commercial Operations

🕒 Maio 26

🗽 New York, Massachusetts, +1 estados a mais – Remoto

🗽 New York – Remote 🍂 Massachusetts – Remote ☕ Washington – Remote

💵 $220.000 - $240.000 / ano

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

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Pearl Health

SiteLinkedInTodas as Vagas

51 - 200 funcionários

⚕️ Seguro de Saúde

☁️ SaaS

💸 Finanças

💰 $18.000.000 Series A em 2021-09

Healthcare Insurance • SaaS • Finance

A Pearl Health é uma empresa que capacita e habilita os provedores de cuidados primários e equipes de coordenação de cuidados, oferecendo soluções tecnológicas para o atendimento baseado em valor. Eles se concentram em democratizar o acesso ao valor em saúde por meio de ferramentas que estabilizam o fluxo de caixa, recompensam o cuidado de qualidade ao paciente e simplificam os insights de dados. Com a Pearl Platform, os provedores têm acesso a insights de pacientes baseados em dados e sugestões acionáveis para manter a saúde dos pacientes de forma mais eficaz. A Pearl Health colabora com profissionais de saúde para melhorar os resultados de saúde, reduzir custos e aprimorar a experiência do paciente por meio de insights avançados de dados e plataformas tecnológicas que apoiam modelos de cuidados baseados em valor, como o ACO REACH.

Descrição

• Own the client relationship from first introduction through long-term performance: including initial VBC readiness assessment, business development support, onboarding, performance enablement, and retention • Partner closely with Market Presidents, who lead growth and own the P&L, to ensure a seamless transition into post-sale onboarding, performance management, and long-term client success • Design and own the operating model that connects pre-sale intelligence directly into post-sale transformation activities, eliminating handoff gaps between growth and customer success • Ensure that insights gathered during early client engagement inform program deployment, and that post-sale learnings feed back into growth strategy and pipeline qualification • Own a unified commercial operations function spanning Growth Ops and Customer Success, including pipeline systems, playbooks, tooling, and post-sale transformation infrastructure • Drive the shift from manual, relationship-dependent workflows to codified, scalable systems, including tooling, playbooks, and automation that reduce operational risk and compound institutional knowledge • Build and own the feedback loop: translate issues, escalations, and performance patterns into durable rules the team acts against consistently • Provide strategic leadership over the integration and evolution of Growth Ops and CS Ops into a single, high-functioning commercial engine • Own the day-to-day client relationships, developing and executing engagement and remediation plans in a high-touch or scaled manner as appropriate, activating the broader organization in a coordinated manner • Establish and hold a clear operating philosophy: performance in value-based care is the mechanism for client satisfaction, not a trade-off with it • Partner with the Performance function leadership team on programmatic design, and own the team and operational infrastructure that deploys those programs at the account level. This is a builder role, not a coordination role • Serve as the primary interface between clients and the Performance vertical, owning the feedback loop that informs program development, operational priorities, and outcome measurement • Own NPS as a lagging indicator of performance and engagement quality, not as a primary objective in isolation, and design feedback mechanisms that surface signal from the full client base • Serve as the most senior relationship manager on the team, credible with C-suite and clinical leaders at enterprise accounts as a player-coach or direct owner of key relationships • Recruit and build the right team to implement performance improvement programs, owning both the talent and the execution model • Lead and develop a team of CS and Growth Ops professionals and leaders, providing the strategic context and prioritization guidance that translates execution to outcomes • Partner closely with Market Presidents and their teams on key clients, portfolio strategy, renewals, and cross-sell opportunities within a matrixed commercial model • Serve as an escalation point for complex client challenges, partnership disputes, and renewal negotiations • Own the annual retention target, including renewal contract execution, escalation strategy, and negotiation enablement • Partner with Performance, Finance, Markets, and Product teams to align performance improvement plans with contractual outcomes • Drive cross-sell and expansion motions within the existing portfolio in coordination with Market Presidents • Own end-to-end strategy and execution for the digital-first client segment, building a scalable, lower-touch model that leverages automation and product-led engagement • Define segment-specific processes, service standards, and metrics distinct from enterprise relationship management

🎯 Requisitos

• 10+ years in a high-performing healthcare customer success, market, or provider-facing leadership role • Deep fluency in value-based care, Medicare programs (MSSP, ACO REACH), and the clinical and financial levers that drive performance in risk-based contracts • Experience at an ACO, health system, or healthcare technology company operating in the value-based care space is strongly preferred • Track record of scaling a team and function while maintaining service quality and increasing operational efficiency • Experience leveraging data and internal dashboards to develop strategy, identify performance risks, and drive accountability • Demonstrated ability to present to and influence clinical and executive-level leadership • Comfort operating in a matrixed environment where influence matters as much as authority • Willingness to travel for in-person client engagement (up to 25%)

🏖️ Benefícios

• Competitive benefits package. Details at pearlhealth.com/careers