Director of Operations & Client Success

About The Role

We are seeking a Director of Operations and Client Success to help us support our next >

1M patients on our platform in 9 months. We are looking for a self-starter who is ready to wear many hats, foster strong relationships with our customers, and build and scale processes and strategy from zero-one. You'll have lots of autonomy and will need to be comfortable operating in ambiguous situations with an entrepreneurial mindset.

You will be responsible for building and operating the business behind our AI. This involves helping healthcare organizations understand and onboard to our products, identifying what to build next, and establishing foundational processes (supporting account needs, navigating billing, UX feedback) that will enable us to scale.

As time goes on, you will develop into a player-coach, not only contributing to the construction of our operations, but also mentoring those around you.

We are well-funded and offer competitive compensation, generous equity, and standard health benefits.

What You'll Do

Lead customer onboarding and implementations

Directly manage and resolve customer feedback and issues in a manner consistent with our company values.

Identify product improvements and new product offerings to better support our customers and expand our impact

Operate autonomously to develop processes and strategy from scratch.

Collaborate with our Operations Analyst Team to support thorough QA / QC of our product, as well as insightful internal and customer-facing reporting and analyses

Expand customer relationships and contracts by communicating clear business value and recommending additional opportunities to work with Assort.

Partner with our engineering team to design, build, and execute reporting, dashboards, ticket systems, and other tools to drive decisions / actions from customers.

What We're Looking For

2-4 years of experience in a Consulting, Investment Banking, BizOps, or Account Management / Customer Success role

Highly effective verbal and written communication skills with good people instincts; able to build trust and work effectively with a diverse group both inside and outside the company

Experience translating business needs into actionable requirements for technical teams

Strong attention to detail and ability to solve complex, interdependent problems; you take a proactive, consultative approach

Ruthless prioritization, organization, and time management

Strong analytical skills : ability to interpret complex data sets, identify and communicate trends, and provide actionable insights to support decision-making and problem-solving

You work well under pressure, with a high degree of adaptability in a fast-paced, rapidly changing environment

Passion for helping healthcare organizations and colleagues

Willingness to travel 4x per year for team offsites and operator shadowing sessions

Bonus Points

You have experience leading end-to-end execution of projects that have significantly improved operations and delivered quantifiable business impact.

You have direct experience supporting, or working in, Support or Post-Sales organizations.

You have led product implementations with customers

You have experience working with customer service tools, e.g., Zendesk, Intercom

What Benefits Do We Offer?

Competitive salary and employee stock ownership plan.

Full health, dental, and vision insurance benefits.

A retirement savings 401(k) plan.

Reimbursement for at-home remote work setup.

Lunch, dinner, and snacks.

Health and wellness stipend.

Professional development budget.

Unlimited PTO.

Compensation

$100-$140k comp band, depending on experience

How We Work & What We Value

We have published our operating principles "Raising the BAARS in Healthcare" on our blog - they describe how we work at Assort. They cover how we aim to run projects, spend time, and make decisions. Specifically :

Back to basics

Accessibility for all

Always accountable

Relentless resilience

Ship fast, ship often