Senior Director of Customer Operations, Jellyvision
$170-190k
+ Bonus + Equity
More information about location
Streamlining employee benefits
Open for applications
Streamlining employee benefits
201-500 employees
Open for applications
$170-190k
+ Bonus + Equity
More information about location
201-500 employees
Company mission
To improve lives by helping real people choose, use, and appreciate their benefits.
Role
Who you are
- 12+ years of experience successfully managing employees in an Implementation or Project Management environment, preferably in the HR or SaaS space
- In addition to 10+ years management experience, a successful track record implementing and onboarding Enterprise customers in a customer facing role
- Demonstrated experience leading implementations across multiple product lines simultaneously, ideally including benefits administration platforms or HR technology products
- A track record of building high performing teams and creating environments where people do their best work
- Experience managing a distributed workforce, including offshore or nearshore teams and third-party vendor/broker relationships
- Proven ability to manage capacity in an implementation or professional services environment, including forecasting and vendor management
- A knack for developing positive relationships across the organization to drive influence and align teams with cross functional initiatives
- A willingness to operate and make decisions in the absence of clear data, and an ability to pivot quickly and keep your team motivated as business needs change
- A strategic mindset with the ability to zoom out and align day-to-day execution with broader business goals
- A bias for action. Comfortable with ambiguity, driven to create clarity, and known for getting things done
- Strong executive presence and communication skills; able to influence and collaborate at all levels of the organization
What the job involves
- We're looking for a Senior Director of Customer Operations to lead the team responsible for bringing our products to life for customers
- You'll set the strategy, guide a team of leaders, and help us continuously improve how we onboard, implement, and support customers across our growing portfolio of products
- This is an exciting moment for the team
- In addition to our core ALEX product, you'll help shape and scale implementation operations for two newer offerings: ALEX Home and our benefits administration platform
- You'll play a key role in determining how we grow, where we invest, and what it takes to deliver a consistently great experience as our business evolves
- You'll lead a talented group of directors and the teams they support, creating the structure, clarity, and alignment needed to do great work at scale
- You'll oversee capacity planning across our products, balancing internal resources with vendor and broker partnerships as we grow
- And you’ll partner closely with leaders across Jellyvision to turn big ideas into scalable ways of working that improve experiences for both our customers and our teams
- Lead a team that does great work
- Lead a group of talented directors and support them in leading their own teams across multiple product lines. Your focus will be creating clarity, removing obstacles, and helping people do their best work and achieve strong results
- Oversee ongoing implementation staffing, including full time and seasonal talent
- Coach and develop directors and their teams, helping them navigate everything from day-to-day challenges to high stake, complex, customer situations
- Build a culture rooted in accountability, collaboration, and continuous improvement
- Build systems that scale
- As our products and customer base grow, the way we work needs to grow with them. You'll use data, customer feedback, and team insights to identify opportunities for improvement and lead initiatives that make our operations more effective, efficient, and scalable
- Develop, execute, and define measures for strategic initiatives that support the company’s long-term vision and team/company goals
- Partner with the Chief Customer Officer to monitor team progress, wins, challenges, risks, and overall strategy
- Proactively identify and lead high impact initiatives that improve how we deliver for customers and scale operations
- Anticipate future operational needs and design scalable systems, processes, and talent strategies to meet them
- Manage implementation capacity across product lines, balancing customer demand, seasonality, and business priorities
- Build and maintain strong relationships with vendor and broker partners and drive consistent delivery quality across the full product portfolio
- Manage customer implementations across all product lines
- You'll own implementation delivery across our product portfolio, helping ensure customers have a smooth, successful experience from kickoff through launch
- Scale implementation operations for ALEX Home customers
- Lead the buildout of the implementation model for our benefits administration product, defining the operating model, staffing approach, and customer experience from the ground up
- Establish shared standards while recognizing the unique needs of different products and customer segments
- Ensure quality, consistency, and accountability across every implementation experience
- Partner directly with key customers as a senior point of contact, building relationships that reinforce trust in Jellyvision's service and stepping in to lead resolution when escalations require senior engagement
- Bring people together to solve problems
- Some of the most important work in this role happens through partnership
- Collaborate with leaders in Customer Operations, Revenue, Product and other departments to improve customer outcomes, operational effectiveness, and future planning
- Build strong cross functional relationships that help teams stay aligned, move quickly, and execute effectively
- Bring the voice of implementation and customer operations into strategic conversations and company planning
- Build and apply deep product and industry expertise, in order to enable Jellyvision to continue providing an optimal customer experience
- Balance strategic thinking with hands on problem solving, helping teams navigate both the "what's next" and the "how do we get there.”
- Serve as a key integration point between product, operations, and vendor/broker partners as Jellyvision expands its suite of offerings
Our take
Navigating health benefits is confusing, and most people need help making sense of it. As healthcare costs clim and plans get more complex, companies are turning to tools like Jellyvision to simplify the experience. The market is shifting toward smarter, more personalized support, and Jellyvision is part of this change.
At the heart of Jellyvision is ALEX, a virtual benefits advisor that talks to employees like a real person (think funny, friendly, and easy to understand). ALEX gives personalized advice based on each person's life, family, and health needs, helping them make better choices without added stress.
Recently, the company's been on a roll. Now supporting a quarter of the Fortune 500 and integrating into Conduent's Life@Work Connect platform in 2024. This means even more employees can now access ALEX's support. And under the leadership of CEO Amanda Lannert, Jellyvision has transformed from a quirky digital agency into a serious HR tech player, with big plans to keep improving and expanding.
Steph
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2017
$20m
LATE VC
Jan 2008
$5m
SERIES B
Total funding: $25m
Company benefits
- Medical, Dental, and Vision Insurance
- Majority of premiums covered for spouses/civil union partners/dependents
- Roth or Traditional 401(k) with match
- HSAs & FSAs with employer contributions
- Flexible-first PTO and work policies
- Self-care days to recharge
- Access to our Chicago office
- Gender-affirming support
- Generous parental leave, adoption, and surrogacy assistance
- Home office, gym, and wellness allowance
- Therapy stipend
Company HQ
Chicago Loop, Chicago, IL
Leadership
Amanda Lannert
(CEO)Amanda has served as the CEO of Jellyvision since 2011. They are also a Board Director/Member at various companies, including SportHero, P33 Chicago and Equilibria.
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