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Director – Service Excellence

DirectorDirectorFull TimeRemoteLeadTeam 1,001-5,000H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

58 days ago

Salary

0

Seniority

Lead

5 yrs expEnglish

Job Description

Director – Service Excellence

Evolent

• Manage voice of customer insight gathering through survey administration and customer specific primary research • Facilitate internal forums to promote alignment and accountability across internal teams (e.g., SLA timelines, product performance and value, data monitoring / platform issues, etc.) • Serve as the main customer point of contact for key initiatives with a focus on solutioning, streamlining processes and working cross-functionally to ensure timely execution • Coordinate customer communication (payer and provider) on key initiatives, projects, or issues/incidents that impact service delivery • Develop an “issue resolution” playbook, promoting consistent definitions of problem types and standardizing solutioning • Ensure SLA’s are maintained via a central database, instilling best practices for monitoring and managing across the customer org • Monitor internal issue ticketing system / reporting to ensure key customer issues are being addressed in a timely manner

Job Requirements

  • 5+ years of experience in account management or client services role in digital health, healthcare, payer
  • Previous experience managing a team of direct reports
  • Strong track record of high client satisfaction, growth and retention
  • Strong verbal, written and presentation skills; ability to communicate clearly and influence internal and external stakeholders
  • Strong analytical skills; ability to understand data and present information accordingly
  • Experience working in a cross-functional capacity
  • Strong leadership and effective problem abilities; must be able to develop and grow relationships with executive leaders, and internal cross-functional teams

Benefits

  • Health insurance benefits

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