Senior Director, Customer Operations

🔥 il y a 18 heures

🌵 Arizona, California, +20 états de plus – Distant

🌵 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 / an

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🟠 Senior

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Jellyvision

Site WebLinkedInTous les Emplois

201 - 500 employés

🏥 Santé

💼 Conseil

📣 Marketing

💰 Venture Round en 2017-03

Healthcare • Consulting • Marketing

Jellyvision est une entreprise spécialisée dans la fourniture d'une expérience de gestion des avantages hyper-personnalisée pour aider les employés à choisir, utiliser et apprécier leurs avantages. Le produit phare de l'entreprise, ALEX, offre un soutien pour naviguer dans les décisions complexes relatives aux avantages, y compris l'éducation sur Medicare et le soutien à l'inscription. Jellyvision sert les employeurs, les équipes des ressources humaines, les courtiers, les consultants et les partenaires en utilisant l'analytique prédictive et la science comportementale pour offrir une expérience de conseil et de communication sur les avantages sur mesure. Leurs solutions améliorent l'engagement des employés, renforcent la compréhension des avantages fournis par l'employeur et, en fin de compte, conduisent à des effectifs plus heureux et en meilleure santé.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

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