
Customer Experience Operations Director
hace 1 mes
Verato Inc. is a high-growth healthcare technology company that empowers better care everywhere by providing the single source of truth for identity to organizations across the care continuum.
Our platform enables over 80 respected brands in healthcare to have a complete and trusted 360-degree view of their patients, provider networks, and customers in their communities.
We are experiencing hyper customer and revenue growth, doubling in the last 15 months alone and growing over 50% annually over the last 3 years.
At Verato Inc., we celebrate 99% customer retention, exemplifying our focus on customer obsession at the center of our growth story.
Job DescriptionKey Responsibilities- Develop, deploy, and enforce best practices, procedures, and tools to ensure consistency, quality, and maximum efficiency of Customer Experience (CX) organization to scale.
- D deliver innovative methods to enhance the customer experience, drive out friction from Verato teams' engagements with customers, and ensure operational efficiencies.
- Own the operating dashboards of the Customer Experience organization and drive standardization of key metrics and KPIs across each business segment (operations support, professional services, customer success management).
- Accountable for the operation, management, leadership, and development of the customer-facing team: Support, Professional Services, Customer Success.
- Serve as a key business partner to Customer Experience leadership and regularly participate in leadership staff meetings to ensure customer experience team's operation is aligned to changing business needs.
- Proactive analysis skills to identify process automation and performance improvement opportunities.
- Ability to design, implement, and manage high-quality and accurate operating metrics, systems design including forecasting, planning, and budgeting.
- Strong communication and leadership skills to educate resources on CX functions, reporting, and tools available to and required of them.
- Experience in managing routine maintenance requests related to existing business reporting needs.
This position will be based out of our office in Mérida, Mexico. We offer a comprehensive compensation package that includes stock options, year-end bonus, extra vacation time, and other benefits that go well beyond the standard.
The estimated salary for this role is $120,000 - $180,000 per year, depending on experience.
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