• Coach agents to ensure productivity, quality and customer satisfaction objectives are met • Conduct one-on-one meetings with agents to evaluate performance against KPIs • Coach and develop agents to acquire and refine job skills through constructive feedback and ongoing training • Provide coaching, advice and guidance based on audit findings • Communicate company goals and metrics with team members to deliver high-level customer service • Hold regular team meetings as SME to review performance and provide guidance for continuous improvement • Participate in meetings, presentations, and special projects as assigned by management • Identify adverse performance trends and patterns and inform/advise Management • Summarize findings and recommendations and forward to supervisor for performance assessments • Monitor team performance against established metrics and KPIs • Escalate issues appropriately and in real-time including technical, performance, and HR issues • Assist with taking calls during periods of excessive call volume • Address performance and operational challenges as they arise • Provide input and assist with development of additional training or policy/procedure changes • Develop job aids and tools to assist agents in improving overall performance • Maintain comprehensive working knowledge of policies, procedures, and benefits across all business lines

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers the chance to deliver exceptional customer experiences in a fast-paced, high-volume environment. As a Customer Service Representative, you will manage inbound customer calls and inquiries while providing guidance, education, and solutions across a range of account-related matters. You will participate in a comprehensive training program to specialize in a specific brand, equipping you with the knowledge and tools to succeed. This position emphasizes professionalism, empathy, and clear communication while maintaining accurate customer records. You will have the opportunity to directly impact customer satisfaction and contribute to a supportive, results-driven team culture. The role is fully remote within eligible U.S. states, providing flexibility while remaining closely connected to your team. - Respond promptly to incoming customer calls, resolving questions and providing high-quality service. - Manage and respond to all customer inquiries, delivering accurate information and educating customers on products and services. - Handle tasks related to payment processing, payment plan creation, and other account management responsibilities to enhance the overall customer experience. - Maintain exceptional verbal and written communication, ensuring professionalism, clarity, and empathy in all interactions. - Keep customer accounts updated accurately and promptly to ensure data integrity. - Contribute to a positive team environment by following established processes and sharing insights that improve customer support. Qualifications - Prior experience in call centers or fast-paced customer service environments is preferred but not required. - Exceptional communication and active listening skills, with a proven ability to interact professionally and empathetically with customers. - Ability to manage multiple tasks and thrive in a high-volume, dynamic environment. - Comfortable learning and using new technologies, with experience working in a remote or distributed team environment. - Strong problem-solving skills and attention to detail, ensuring accurate handling of customer accounts. - Commitment to delivering outstanding customer service and continuous improvement. Benefits - Hourly compensation: $17.00 with potential eligibility for bonus programs. - Fully remote work for eligible states (AZ, IA, ID, IL, IN, MN, MO, NM, NV, UT, WI, WY). - Health, dental, and vision insurance, including mental health benefits. - 401(k) plan with matching contributions, including Roth options. - Paid time off and holidays to support work-life balance. - Paid parental leave and sabbatical programs (eligibility may vary). - Participation in DEI groups and employee recognition programs. - Charitable matching and paid volunteer day, plus additional employee perks. - Hybrid collaboration opportunities for eligible roles to foster team connection and strategic planning.

ClassWallet, a leading financial technology company in the United States, is seeking to hire a Director, Product Analytics & Strategy to join our team. ClassWallet is a financial technology company serving agencies delegated responsibility to manage public funds. Agencies use ClassWallet to get public funds to the right people, and ensure the funds are used for the right purpose. ClassWallet’s suite of products and services empowers agency administrators to dramatically increase efficiency of funds distribution and spend compliance, reduce programmatic costs, maximize the full potential impact of the program, and satisfy the needs and expectations of policymakers, constituents and public reporting. ClassWallet has processed over $3.5 Billion to date and serves public agencies across 33 states. The Company has developed an industry-defining digital wallet solution which has gained rapid traction among state and local agencies and school districts across America. ClassWallet ranks as the 61st fastest growing software company on the prestigious Inc. 5000 list of fastest-growing private companies and the 21st fastest growing financial technology company on the Deloitte Technology Fast 500 in 2023. While the Company delivers immense business value, the social impact of ClassWallet is a fabric that runs through its mission and corporate culture. As a result of ClassWallet’s innovation, public programs run with exponentially more efficiency and the impact and breadth of the programs for the individuals they serve is dramatically higher. This mission compliments the Company mission-based culture with focus on gratitude and work-life balance. About the Role The Director, Product Analytics & Strategy is a critical strategic and cross-functional leadership role at the heart of our growth trajectory. This person will have a deep understanding of our customers and market landscape, shape the direction of our product and solution strategy, and identify and validate new market opportunities that will fuel our next phase of expansion. Working closely with Sales, Client Success, Product Management, and executive leadership, the Director, Product Analytics & Strategy serves as the connective tissue between what the market needs and what we build and bring to market. This is a high-impact, high-visibility role for a sharp, data-driven individual who thinks strategically and executes with precision. Responsibilities Market Opportunity & Expansion Analysis - Own the identification, evaluation, and prioritization of adjacent market opportunities surfaced by Sales, Client Success, Product, and other internal teams - Lead comprehensive TAM (Total Addressable Market) analysis for each potential market, including sizing, segmentation, competitive landscape, and entry requirements - Define what features, capabilities, partnerships, and investments are needed to successfully enter and win in new markets - Build and present market expansion business cases to executive leadership and the board - Continuously monitor market trends, customer needs, and competitive dynamics to surface new growth vectors Product & Solution Strategy - Serve as a key voice in setting the strategic direction of the product and solution portfolio - Translate market insights, customer feedback, and competitive intelligence into clear product positioning and roadmap input - Partner with Product Management to ensure the roadmap reflects both current customer needs and future market opportunities - Define and maintain clear Ideal Customer Profiles (ICPs) and buyer personas across existing and target markets Cross-Functional Leadership - Act as the primary liaison between Sales, Client Success, Product, and Marketing to ensure alignment on market direction and priorities - Establish a systematic feedback loop to capture and act on insights from the field - Present market findings, competitive intelligence, and strategic recommendations to senior leadership on a regular cadence

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. Summary GainwellRx supports States and their Medicaid members across the country with prescription drug related services. The Senior Director Pharmacy Operations is a strategic operational leader who is responsible for designing, optimizing and overseeing all aspects of GainwellRx’s pharmacy operations. This role will lead in the development and execution of the UM strategic roadmap ensuring that all operations are clinically appropriate, evidence based and compliant with all turnaround times. The Senior Director serves as a key liaison between our state Medicaid clients and internal business partners to drive innovation, regulatory compliance and operational excellence across our Utilization Management operations. Your role in our mission - Develop and execute the organization’s pharmacy utilization management strategy, ensuring alignment with all compliance, clinical, financial and operational goals - Implement continuous improvement initiatives, leveraging data and analytics to optimize workflows and reduce administrative burden - Set strategic vision for Pharmacy Utilization Management team - Work closely with analytics and IT teams to enhance UM technology platforms, automation and reporting capabilities - Provide strategic consultative pharmacy services to state Medicaid leadership advising them on pharmacy operations best practices and technology - Aligns with State Sector Leads and Account General Managers on client needs and VOC, partnering with Product and pharmacy leadership team. - Assesses market trends, customer segments, and drives internal and external value proposition and message for GainwellRx. - Partners with Pharmacy executive team in developing and delivering pharmacy market and solution training to state account teams. - Drives new solution ideas, partners with states on new concepts, and works with product & engineering teams to deliver models to support them. - Collaborates with Marketing on GainwellRx overall market message, media strategy, and GTM strategy. - Supports state needs through RFP and bid proposals - Partners with Pharmacy executive team to drive business strategy and business development through market and competitive insights and analysis. - Drives market analysis in support of business development and technology projects along with senior leadership key initiatives. - Serves as an industry expert on GainwellRx, interfacing with external clients, vendors, and business partners. - Skilled people leader with experience building and navigating teams through rapid growth and change management What we’re looking for - Degree in pharmacy, or advanced degree with significant experience leading clinical operations. - 15+ years of pharmacy related experience. - 10+ years leading large operational teams and matrix organizations. - Strong people with experience building and navigating teams through rapid growth and change management - Experience interacting with clients in the healthcare industry. - Experience in utilization management and prior authorization. - Track record of leadership of teams and projects spanning people, process, and technology. - Experience managing departmental budgets and driving process improvement. - Excellent communications skills, with ability to communicate externally and with senior leaders and c-suite executives. - Innovative forward thinker with excellent leadership skills. What you should expect in this role - This position is 100% remote, with approximately 20% travel to support key client meetings. The deadline to submit applications for this posting is March 13, 2026. The pay range for this position is $143,600.00 - $205,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities. We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.