• Define, own, and drive strong CX team performance and quality standards—including productivity, reliability, and customer satisfaction— while managing operational efficiency and costs • Design, build, and execute on an organizational strategy that drives operational efficiency, team performance, business outcomes, and high-quality customer experiences at scale • Define our talent management strategy, partnering with our Learning & Development team, to define and maintain competency frameworks, career paths, and succession plans • Partner with Workforce Management to ensure staffing models, schedules, and capacity plans support service levels and business priorities • Partner with key stakeholders to staff across channels and equip the team to resolve a variety of complex issue types while navigating ambiguous external dependencies • Influence across the business, elevating the team's insights through clear data stories and customer-centric narratives, partnering cross-functionally to improve our product and services • Lead customer retention and engagement strategies—designing proactive support programs, escalation protocols, and high-touch interventions that drive LTV and reduce churn

Role Description The Healthcare Economics Director will oversee analytic functions supporting both Kelsey-Seybold’s health plans and provider group risk contracts. The Director will own the end-to-end analytics and reporting processes related to medical cost and utilization trends. The Director will be a “hands-on” leader who will build out expertise on the team, leveraging data and analytics capabilities, and collaborate with internal and external stakeholders to examine medical cost trends. Their team will also assess the impact of cost reduction initiatives and their effect on reducing short- and long-term medical cost spend. - Provides long-range planning and oversight of healthcare economics teams and functions to ensure activities are appropriately integrated into the strategic direction, as well as the mission and values of the company. - Accountable for the development, production, and analysis of reports and data required to understand the key drivers of the relevant business unit or service line including revenue, utilization, cost trend analysis, and initiative impact. - Recruiting and developing a team of analysts. - Participating as a key member in strategy discussions and meetings with the KS executive team. Qualifications - 10+ years of experience in data analytics, actuarial services, underwriting, or a related field inclusive of: - 8+ years of experience supervising or managing teams and/or projects. - 3+ years of programming experience in SQL, SAS, Python or similar programming language. - Demonstrated knowledge of trend analysis. - Advanced proficiency in Microsoft Excel. - Basic knowledge of Microsoft Power Point and Microsoft Word. - Fluent in English both verbal and written, effective communicator. - High level of accuracy with excellent attention to detail. - Solid organizational and time management skills. - Proven ability to work in a dynamic setting and balance multiple priorities while meeting deadlines. - Superior analytical skills. - Ability to communicate complex information in a clear and concise manner. - Ability to motivate others and function as a working manager. Requirements - Systems experience (i.e. enrollment/eligibility, capitation, claims payment, etc.) with an MCO. - Experience with reporting and visualization tools (including Crystal Reports, Microsoft Access, and Power BI). - Demonstrated knowledge of CMS HCC model and Risk Adjustment calculations. - Demonstrated knowledge of medical insurance products. - Familiarity with EPIC and Clarity reporting data warehouse. Benefits - Comprehensive benefits package. - Incentive and recognition programs. - Equity stock purchase. - 401k contribution (all benefits are subject to eligibility requirements).

Role Description As Global Director, Mid-Market Onboarding, you will own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment. You'll lead the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and a clean transition to Account Management. You'll build the frameworks, standards, metrics, and team capability that make that experience world-class and repeatable at scale. - Inherit a team of dedicated ICs and leads that have been experimenting with new ways to support these customers and improve their experience. - Get leadership in place and focus on customer experience while building the project-management rigor that complex mid-market deployments demand. - Be measured on onboarding velocity, deployment quality, customer satisfaction, and the long-term retention impact of a strong start. Qualifications - 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership. - Track record of building or significantly improving onboarding and implementation functions and frameworks. - Proven people-leadership experience — hiring, coaching, and developing customer-facing teams in a distributed, global environment. - Strong project-management foundation: scope, milestones, timelines, and risk mitigation applied to complex multi-stakeholder deployments. - Deep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customers. - Ability to move fluidly between strategy and execution. - Data-driven: comfortable with KPIs, dashboards, and using insights to drive decisions. Requirements - Lead, coach, and develop the Mid-Market Onboarding team — including Onboarding Project Managers and senior coaches. - Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live, adoption, and transition to Account Management. - Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments. - Establish and own the metrics that matter: onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention. - Own capacity and staffing planning for the division — forecasting demand, balancing workload across the team. - Serve as a senior escalation point for complex or at-risk mid-market deployments. - Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management. Benefits - Remote First, Remote Always. - PTO in accordance with local labor requirements. - Monthly Wellness Fridays - enjoy an extra long weekend every month. - Full Paid Parental Leave. - Home office stipend based on country of residency. - Professional development courses in Cloudbeds University. - Access to professional development, including manager training, upskilling and knowledge transfer.

Role Description As Global Director, Mid-Market Onboarding, you will own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment. You'll lead the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and a clean transition to Account Management. - Build the frameworks, standards, metrics, and team capability that make the onboarding experience world-class and repeatable at scale. - Inherit a team of dedicated ICs and leads that have been experimenting with new ways to support customers and improve their experience. - Get leadership in place and focus on customer experience while building project-management rigor for complex mid-market deployments. - Measure onboarding velocity, deployment quality, customer satisfaction, and long-term retention impact. Qualifications - 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership. - Track record of building or significantly improving onboarding and implementation functions and frameworks. - Proven people-leadership experience in a distributed, global environment. - Strong project-management foundation applied to complex multi-stakeholder deployments. - Deep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customers. - Ability to move fluidly between strategy and execution. - Data-driven: comfortable with KPIs, dashboards, and using insights to drive decisions. Requirements - Lead, coach, and develop the Mid-Market Onboarding team, setting clear expectations and performance standards. - Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live and adoption. - Build standardized onboarding frameworks, SOPs, and configuration standards for complex deployments. - Establish and own the metrics that matter: onboarding velocity, deployment quality scores, and early-lifecycle retention. - Own capacity and staffing planning for the division, forecasting demand and balancing workload. - Serve as a senior escalation point for complex or at-risk mid-market deployments. - Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management. Benefits - Remote First, Remote Always - PTO in accordance with local labor requirements - Monthly Wellness Fridays - enjoy an extra long weekend every month - Full Paid Parental Leave - Home office stipend based on country of residency - Professional development courses in Cloudbeds University - Access to professional development, including manager training, upskilling and knowledge transfer