Basic Function

We are seeking a highly skilled and accomplished Chief Operating Officer to join our organization. Reporting to the President, the Chief Operating Officer is a strategic role directly responsible for the operational leadership and service excellence of Health Advocate's member-facing service delivery. This role owns the performance of four core functions: our contact-center based healthcare benefits personnel who deliver advocacy, benefits navigation, and other health-advocacy services; our biometrics service, which delivers onsite biometrics, vaccinations, and health fair services nationwide; our well-being program, including program coordinators and wellness coaches; and our operational support teams, who provide the training, quality assurance, and administrative support necessary to deliver a consistent, high-quality member experience. The Chief Operating Officer will build and lead these high-performing teams, manage the vendor relationships critical to service delivery, hold financial responsibility for a multi-million dollar budget spanning both Cost of Sales and SG&A, and collaborate with Product and Sales teams to define and implement new client solutions consistent with our portfolio and value proposition.

Major Job Accountabilities

The primary responsibility of this individual is service excellence - leading the day-to-day operational performance of Health Advocate's member-facing teams, driving continuous improvement and best-practice implementation, reducing time to care, and improving member outcomes. This person will:

• Directly lead our contact-center based healthcare benefits personnel who deliver advocacy, benefits navigation, and other health-advocacy services to members.
• Directly lead our biometrics service, which delivers onsite biometrics, vaccinations, and health fair services nationwide.
• Directly lead the team that manages our wellbeing program, including program coordinators and wellness coaches.
• Directly lead our operational support teams - training, quality assurance, and administrative support - that ensure a consistent, high-quality experience for our members.
• Drive service excellence across these teams through continuous improvement, best-practice implementation, reducing time to care, and improving member outcomes.
• Manage performance through a balance of outcomes and behaviors, using KPIs alongside qualitative standards of conduct to sustain a consistent, high-quality member experience.
• Manage the vendor relationships critical to delivering our services.
• Hold financial responsibility for delivering our services in a cost-effective way.
• Represent the company in meetings with strategic clients and prospects, presenting our value proposition and describing how we achieve service excellence.
• Build and lead high-performing service teams, fostering collaboration and upskilling personnel to grow within their roles.
• Collaborate with other departments to define and implement new client solutions consistent with our portfolio of products and our value proposition.

Strategic Excellence

• Develop an enhanced service strategy aligned with the company's overall strategic objectives.
• Partner with the internal resources to Identify and prioritize opportunities that can drive business growth and operational efficiency.
• Regularly communicate the progress, impact, and benefits of service initiatives to stakeholders at various levels of the organization

Talent Development and Team Management

• Lead a distributed, remote workforce with deliberate coaching cadences, virtual quality monitoring, and engagement practices that build trust and culture without in-person presence.
• Build frontline coaching and quality calibration frameworks that improve how advocates handle complex, emotionally sensitive member interactions - not only whether service-level targets are met.
• Design and maintain workforce planning and staffing models - forecasting, scheduling, and staffing ratios - for contact-center and field-based (biometrics) operations.
• Build clear career pathing and internal mobility (e.g., advocate to senior advocate to team lead to manager) to support retention in critical service delivery roles.
• Partner with HR and Talent Acquisition on hiring profiles, onboarding design, and training curriculum tailored to the blend of empathy and technical/benefits knowledge this workforce requires.

Time to Value

• Identify high-impact, low-investment service initiatives that can deliver tangible value to the business.
• Explore opportunities for third-party acceleration, leveraging pre-existing service tools.

Performance Measurement

• Develop and implement a robust framework for measuring and tracking performance, balancing outcomes-based Key Performance Indicators (KPIs) with the behaviors and quality standards that drive them.
• Analyze and interpret KPI data to provide actionable insights and recommendations for improving service strategies and performance.

Product and Sales Collaboration

• Collaborate with Product and Sales teams to define and implement new client solutions consistent with our portfolio of products and our value proposition.
• Represent the company in meetings with key clients and prospects, presenting our value proposition and describing how we achieve service excellence.
• Participate in proposal development, including RFP responses, pricing analysis, and proposal review.

Technology and Vendor Oversight

• Assess the suitability of new operational and service technologies (e.g., contact-center, quality monitoring, and scheduling tools) for improving service delivery and member experience.
• Oversee the implementation and integration of technology and vendor solutions, partnering with Technology and cross-functional teams.
• Monitor competitor and industry benchmarks for service delivery quality to inform internal standards and best practices.

Mental and Physical Requirements

• This position is remote (work from home) by design, but travel to the Headquarters (Blue Bell, PA) to meet with clients and the executive management team may be required on a periodic basis. Additionally, the position may require travel to client or prospective client locations with advance notice.
• Essential physical functions of the job include typing, attending online virtual meetings, and other phone calls and individual meetings throughout the workday.
• Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the workday.

Related Duties as Assigned

• The company is nimble and innovative; special projects (often with compressed timelines) and additional duties may be required to support the growth of the business.

Minimum Qualifications

Education

• Bachelor's Degree required, Master's Degree preferred. Equivalent work experience may also be accepted.

Experience

• Proven experience (at least 8-10 years) leading contact-center based and field-based (e.g., onsite/multi-location) service operations, preferably within the healthcare benefits, navigation, or advocacy industry.
• Proven track record of achieving service delivery excellence in a remote work environment that relies on humans helping humans resolve complex personal health and wellbeing challenges.
• Experienced budget manager with a focus for detail as well as ability to forecast and analyze trends.
• Experience negotiating service agreements and managing vendor relationships critical to service delivery.
• Experience building workforce planning and staffing models - forecasting, scheduling, and staffing ratios - for contact-center or field-based operations.
• Experience evaluating and implementing new operational or service technologies and vendor solutions to improve service delivery.
• Excellent leadership and people management skills, including building frontline coaching and quality calibration practices to inspire and motivate teams with various levels of experience.
• Excellent communication and stakeholder management skills, including experience representing an organization to clients and prospects.
• Strong problem-solving and analytical thinking abilities, with a keen attention to detail.
• Adaptability and sound business acumen in aligning service operations with organizational goals.

Reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Employee Relations representative to request a review of any such accommodations.