Director of Customer Operations, Elation Health
Patient scheduling software
Job no longer available
Patient scheduling software
201-500 employees
Job no longer available
201-500 employees
Company mission
To empower physician groups and primary care doctors to deliver phenomenal patient care.
Role
Who you are
- 5+ years of experience in a Senior Customer Success, implementation, Strategic or management consulting role. Operational experience is preferred, and that can be fulfilled from a variety of operational environments
- Proven competency building and maintaining Salesforce reporting within an operation. Added bonus for additional experience using and scaling other apps from the Salesforce Marketplace
- This is a demanding position with high internal and external visibility that requires strong priority management and high emotional intelligence
- Experience supporting or working with technical products and customer support functions, with proven success in driving process improvements and outcomes
- Maniacal attention to detail with an enviable focus on process, reporting, and cross-functional alignment. An ideal candidate has examples of where they drove simplicity out of chaotic working environments and improved operational performance as a result
- Proven track record of building trust and communicating effectively with a wide variety of stakeholders including Customers, Executives, and Product Leadership, as well as internal, front-line customer- facing teams
What the job involves
- Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform
- Since inception, we’ve been focused on building a delightful world-class experience that empowers physicians to deliver phenomenal care to patients
- As the Director of Customer Operations, you will lead teams that support the customer experience immediately after joining Elation Health in Small Group Onboarding to after they become users of the Elation platform
- These three teams are critical in enabling, training, championing and improving our customer experience
- Together, they support our customers' span of using Elation Health, and work collectively to launch them after signing to support their needs and understanding their feedback using the platform
- As the Director of these three teams, your role will be highly collaborative with other cross-functional teams at Elation Health
- You’ll partner with Sales, Finance, Revenue Operations, Marketing, and Partner Operations teams
- Your job is to ensure each of our operations teams are enabled to perform at their best, removing operational barriers and ensuring premier experiences for our customer base
- Oftentimes, you’ll be collaborating to enhance existing workflows within Customer Operations, and as is the case when establishing new teams, setting expectations for new procedures needed to scale our programs
- This role will have five direct reports, with additional indirect reports
- This Director will report to the VP of Customer Operations, and partner closely with the Director of our Customer Support organization, which also sits within the Customer Operations team
- As a leader within this team, the expectation is that you are deeply embedded and knowledgeable about our daily operation while also balancing the demands of other concurrent business functions and leadership responsibilities
- Your role is an important component and input in our close-knit organization, and your leadership will ensure our operational teams are aligned with others for strategic execution and delivery
- This role requires exceptional customer-facing communication skills, the ability to respond quickly to a dynamic operating environment, and a persistent commitment to balancing both our customer needs with our operational requirements
- As our operations mature, this leader will enhance existing and establish new reporting functionality that is expected of our teams and depended on in other areas of the business
- This leader has deep, proven experience using and reporting out of Salesforce
- Additionally, this leader is comfortable operating in a fast-paced environment with several internal and external communication tools
- Our business demands a flexible approach to problem solving and information-gathering, and as such this leader has proven experience performing in these environments
- Finally, as a people manager leading operational teams, a qualified candidate will have at least five years of experience leading operational teams
- Lead Small Group Onboarding, Customer Retention, and Customer Operations teams within Customer Operations
- Deeply understand our Onboarding workflows and work to support our Managers in unblocking customer onboarding experiences. This means collaborating with cross functional teams as needed for process improvement while also advocating for individual team needs as customers require
- Partner with our existing Customer Retention team members to lay a solid foundation for this burgeoning business unit. Drive understanding of our operational performance and communicate our outcomes across the broader organization to drive alignment
- Collaborate with our existing Customer Operations leader to establish industry best-practices for understanding customer feedback, product and service performance, and customer outcomes. Facilitate analytical reviews of a multitude of customer data inputs to narrate a succinct story and customer experience. Partner with Product and Service teams to deliver customer feedback for future enhancements and understanding
Our take
Due to various pitfalls in the healthcare system, inefficient clinical care costs more than $750B in the United States each year. Elation Health is a healthcare company setting out to change this narrative by improving the physician-patient relationship.
Elation takes a networked approach to patient data, enabling physicians to collaborate and deliver better care. For example, the platform gives professionals in any location the ability to access records, review reports, contact patients, send prescriptions, and offer virtual care via video calls.
And it's proving a success, as it is used by over 25,000 clinicians who care for millions of patients. The patient scheduling software market is a very busy one, packed with competitors offering similar products. However, Elation had a busy 2024 and is in a prime position to stay ahead of its competitors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
37% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jul 2022
$50m
SERIES D
Dec 2020
$40m
SERIES C
Total funding: $108.5m
Company benefits
- Benefits Plan: We offer medical,dental, and vision insurance, as well as Flexible Spending Accounts and life insurance
- Pay and Equity: We offer a meaningful salary and equity package to each member of our team
- Flexible Time-Off: We believe that you should be trusted and empowered to take time off when you need it
- Home Office + Tech Stipend: We offer a home office stipend to help make work from home life a bit easier
Company HQ
Alamo Square, San Francisco, CA
Leadership
Kyna Fong
(Co-Founder & CEO)Currently a Member of YPO and an Officer Manager at Dennis Y. UFong. They began their career at UBS and JP Morgan and were an Assistant Professor of Economics at Stanford.
Conan Fong
(Co-Founder & CXO)Studied at McGill and Johns Hopkins. Previously a Consultant at the Courtyard Group.
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