Director of Customer Service

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $140k - $160k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Datavant

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

⚕️ Healthcare Insurance

☁️ SaaS

🏢 Enterprise

💰 $40M Series B on 2020-10

Healthcare Insurance • SaaS • Enterprise

Datavant is a company that provides a platform and network focused on making health data secure, accessible, and usable across the healthcare ecosystem. With a focus on data connectivity and interoperability, Datavant facilitates the movement of healthcare records across a vast network of organizations, including hospitals, clinics, health systems, and data partners. Their suite of products and solutions covers areas such as health data exchange, data transformation, and privacy compliance, serving various clients including health plans, healthcare providers, life sciences, and government organizations. Datavant's mission is to advance human health through improved data exchange and analytics.

📋 Description

• Set the strategic direction for the Customer Service function, aligning department priorities with company goals, customer experience objectives, and operational performance targets. • Lead and develop customer service leaders and teams, establishing clear expectations, performance standards, coaching practices, and career development plans. • Own department-level performance metrics, including service quality, response times, call volume, productivity, customer satisfaction, issue resolution, and operational efficiency. • Evaluate and improve customer service policies, procedures, workflows, and systems to increase scalability, consistency, compliance, and overall service effectiveness. • Partner with Credit, Collections, Operations, Sales, Client Success, Product, and other cross-functional teams to resolve escalated issues, improve customer outcomes, and reduce friction in end-to-end processes. • Provide executive-level reporting, insights, and recommendations on customer service trends, risks, performance results, staffing needs, process gaps, and opportunities for cost savings or service improvement. • Oversee workforce planning, recruiting, onboarding, training, succession planning, and employee relations activities for the Customer Service department. • Establish and monitor department budgets, staffing models, capacity plans, and resource allocation to support business needs and service-level expectations. • Champion continuous improvement initiatives, including technology optimization, automation opportunities, quality assurance enhancements, and standardized operating practices. • Ensure customer service activities comply with company policies, applicable regulations, data privacy requirements, and call recording or communications standards. • Build a high-performing, customer-focused culture that promotes accountability, engagement, inclusion, collaboration, and continuous learning. • Perform other duties and special projects as assigned.

🎯 Requirements

• 10+ years of customer service, operations, contact center, or related experience, including 5+ years leading teams and at least 2+ years managing managers or multi-layered teams. • Bachelor’s degree in business, healthcare administration, operations, or a related field preferred; equivalent combination of education and experience will be considered. • Proven ability to set customer service strategy, translate business objectives into department priorities, and lead teams through growth, change, and operational transformation. • Strong working knowledge of customer service operations, contact center practices, collections standards, service-level management, quality assurance, and process improvement methodologies. • Experience using contact center platforms, customer service systems, reporting tools, and Microsoft Office Suite; working knowledge of Saleforce, RingCentral, or similar contact center software preferred. • Demonstrated experience owning department performance metrics, analyzing trends, identifying risks, and presenting insights and recommendations to senior leadership. • Strong financial and operational acumen, including experience with budgeting, staffing models, capacity planning, workforce management, and resource allocation. • Ability to design, implement, standardize, and evaluate policies, procedures, workflows, and controls that improve efficiency, compliance, scalability, and customer outcomes. • Excellent executive communication, stakeholder management, and cross-functional collaboration skills, with the ability to influence effectively at all levels of the organization. • Strong leadership judgment, analytical thinking, decision-making, organization, and prioritization skills in a fast-paced, high-growth environment. • Ability to build, coach, and retain high-performing teams while fostering accountability, engagement, collaboration, inclusion, and continuous learning. • Must be able to read, write, and communicate effectively in English.

🏖️ Benefits

• Bonuses • Comprehensive health insurance • Flexible work arrangements • Professional development opportunities • Employee relations activities