Process Optimization Specialist
Há 4 dias
About Sword Health
Sword Health is a leading provider of pain management solutions. Our cutting-edge technology and team of experts work together to deliver exceptional results for our clients.
We're seeking an experienced Client Operations Manager to join our dynamic Client and Member Operations team. As a key leader, you will be responsible for centralizing and managing client requests, ensuring seamless coordination and implementation across multiple internal teams.
Your Key Responsibilities:
- Lead Client Operations: Direct the client operations team, overseeing the smooth management of client requests from receipt through to full implementation.
- Client Request & Lifecycle Management: Manage the flow of client requests received from the Customer Success team, optimizing the process to ensure every request is processed efficiently and implemented according to contractual agreements and client needs.
- Cross-Functional Collaboration: Work closely with marketing, sales, revenue, product, and each Sword solution team to align operational practices with client requirements and client/member experience.
- Data-Driven Process Optimization: Utilize dashboards, KPIs, and other data insights to monitor and drive operational performance, identifying trends and implementing improvements to enhance overall client satisfaction and coordination across several internal teams and areas involved.
- Problem Resolution & Process Improvement: Analyze client-specific challenges, identify root causes, and develop robust solutions, creating both internal and external processes that accommodate all possible case scenarios while aligning with diverse operational flows of various teams.
- Deep Dive & Cross-Functional Enablement: Gain in-depth insights into client requests and workflows connecting various internal teams to boost overall operational efficiency, enhancing data visibility for launches and implementations across the organization.
- Strategic Initiatives: Partner with the Strategy and Operations team to translate client insights into actionable plans for product enhancements, service improvements, and innovative client solutions.
- Team Leadership & Development: Mentor and support your team, fostering a collaborative, innovative, and high-performance culture.
Requirements:
- Proven Leadership: 3+ years of experience in management roles, including operations, process optimization, customer success, project management, implementation, or related fields.
- Operational Excellence: Demonstrated ability to design and refine workflows that enhance operational efficiency, with a strong grasp of operational best practices.
- Analytical Acumen: Proficiency in data analysis, including creating and interpreting reports and dashboards to monitor operational performance and drive decision-making.
- Problem-Solving Expertise: A strategic thinker with exceptional problem-solving and troubleshooting skills, and a keen eye for identifying process inefficiencies and areas for improvement.
- Effective Communication: Strong interpersonal skills with the ability to collaborate across multiple teams and clearly articulate operational strategies to both internal and external stakeholders.
- Enablement & Coordination: Ability to serve as the enablement lead from Client Operations, accountable for aligning internal areas on the status of each client launch and coordinating needs across teams.
- Adaptability: Comfortable navigating a dynamic, evolving environment, managing ambiguity with resilience and a continuous improvement mindset.
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