Director of Customer Operations, TigerConnect
Office located in Santa Monica, CA
Healthcare communication and collaboration suite
Open for applications
Healthcare communication and collaboration suite
201-500 employees
Open for applications
Office located in Santa Monica, CA
201-500 employees
Company mission
To provide a healthcare communication solution that radically improves the way care is delivered.
Role
Who you are
- If your passion lies in delivering unparalleled customer experiences and driving high-impact initiatives that result in highly satisfied customers, this role is tailor-made for you!
- A minimum of 10 years' experience in an operations role mostly within the SaaS industry
- Strong knowledge of SaaS Customer Services metrics, operations, and tools
- Excellent data analysis skills and experience in using data to inform operational improvements
- Exceptional project management and multitasking abilities
- Strong interpersonal and communication skills, with the ability to build relationships with key stakeholders and customers
- Proven track record in driving operational efficiency and customer satisfaction
- Experience with CRM systems, customer success platforms, and analytics software
- The ideal candidate is a problem-solver with a customer-oriented mindset, demonstrating strong leadership and strategic planning skills
- If you're ready to take on a challenging role in a fast-paced SaaS environment and drive significant impact on our customer operations, we would love to hear from you!
What the job involves
- We're hiring for a committed and influential Director, Customer Operations to guide TigerConnect through the next growth phase
- Reporting to the Head of Revenue Operations, this role requires a dynamic and collaborative individual who can streamline our customer services operations functions for increased productivity and process scalability
- You will be tasked with driving key strategic and operational initiatives to enhance customer success effectiveness and efficiency, as well as providing insightful reports on productivity
- You'll primarily focus on creating, developing, and initiating programs, processes, and tools to improve operational effectiveness
- Furthermore, you'll enable the tracking of customer success throughout their lifecycle
- Lead the Customer Operations function and oversee the effective support for the Customer Success Group
- Review, design, and implement scalable processes and best practices to improve operational efficiency
- Establish and track key performance indicators (KPIs) related to Customer Success, ensuring alignment with company objectives
- Own, in partnership with our Chief Customer Officer, Customer Tiering & Segmentation, Customer Health Management, and the Customer engagement model & playbooks
- Support the development and operationalization of the broader GTM strategy and plan
- Leverage data analytics to identify opportunities for improvement and drive business decisions
- Partner with other RevOps team and business leaders to deliver seamless customer service and meet business goals
- Partner with the Sales and Customer Success teams to ensure smooth customer transitions and high customer satisfaction
- Utilize expertise in SaaS industry tools such as CRM systems, customer success platforms, and analytics software to enhance operations (we use SFDC, Gainsight, and Kantata)
- Foster a culture of continuous improvement, encouraging innovation and efficiency within the team
Our take
TigerConnect unifies the whole healthcare system under one platform, enabling users to connect to hospitals, healthcare providers, patients and their families within one easy to use, secure interface.
According to the Joint Commission Center for Transforming Healthcare, almost 80% of serious medical mistakes involve miscommunication between caregivers. TigerConnect effectively minimises errors in comms and the sharing of critical data between departments, meaning greater efficiency and quality of care.
As many healthcare organizations remain stuck in the technological dark ages, TigerConnect is leading the way in the digital transformation of clinical collaboration. This enables the company to play a key role in strengthening patient care, cutting costs and streamlining the workflows that keep people healthy.
Steph
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2020
$45m
SERIES D
Nov 2015
$50m
SERIES C
Total funding: $129.1m
Company benefits
- Prime office space in the major tech ecosystems of California - Silicon Beach and Silicon Valley - each complete with a loaded fridge and tons of other perks (think rock climbing wall, food trucks, yoga, happy hours & more)
- An opportunity to work closely with a proven executive team, board, and serial entrepreneurs
- A fun environment that embraces a “work hard-play hard” culture
- Nedical benefits
- 401K matching plan
Company HQ
Mid-City, Santa Monica, CA
Leadership
Brad Brooks
(Founder & CEO)Having started their career at Donaldson, Lufkin & Jenrette, they worked for over 6 years at DIC Entertainment as President. They served as MD of Imperial Capital for 4 years before founding TigerConnect in 2010 and Whisper in 2012.
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