Associate Director, Customer Operations

The Associate Director, Customer Operations is responsible for supporting direct to consumer operations ensuring quality service and care to our customers including patients, healthcare provider(HCP), and insurance payers.

This business unit engages with a variety of stakeholders that range from B2B2C and leverages omni-channels to drive awareness, engagement, conversion, and retention of our customers.

RESPONSIBILITIES

• Manage the Customer Service Team and deliver department short and long-term goals and objectives with close collaboration with upstream corporate strategy and marketing initiatives
• Implements monthly, quarterly and annual focused sales operations plans in support of overall organizational strategy and objectives including team and individual goals
• Facilitate the creation and implementation of call center procedures and policies in conjunction with compliance and technology. Identify, manage, and report daily, monthly, and annual sales targets, KPI's , and anticipated outcomes of the reporting metrics.
• Recruit, cultivate and develop high performing team members. Provide supervision, monitoring and performance feedback.
• Monitor and measure the daily activities of all business unit operations to ensure tasks are being completed in a timely manner and handled according to the standards and guidance we have defined
• Identify best practices and process improvements and opportunities to reduce costs, improve efficiency and enhance customer experience

EDUCATION

EXPERIENCE