Senior Director, Customer Operations

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🔥 0 minutes ago

🌵 Arizona, California, +20 more states – Remote

🌵 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

💵 $170k - $190k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Jellyvision

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

💼 Consulting

📣 Marketing

💰 Venture Round on 2017-03

Healthcare • Consulting • Marketing

Jellyvision is a company that specializes in providing a hyper-personalized benefits experience to help employees choose, use, and appreciate their benefits. The company's flagship product, ALEX, offers support in navigating complex benefits decisions, including Medicare education and enrollment support. Jellyvision serves employers, human resources teams, brokers, consultants, and partners by using predictive analytics and behavioral science to deliver a tailored benefits counseling and communication experience. Their solutions enhance employee engagement, improve understanding of employer-provided benefits, and ultimately lead to happier and healthier workforces.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

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