About Your Role As a leader within the CX organization, you will cultivate relationships with subordinates, customers, peer supervisors, internal operations teams, and CX Leadership while overseeing the Insights Onboarding team. This role is responsible for leading and developing a team focused on analytics-driven customer implementations and operational excellence, while partnering cross-functionally to support strategic initiatives related to reporting, data visualization, and evolving customer needs.
This role will play a key part in supporting the migration from the current visualization vendor by helping define implementation impacts, operational processes, and customer transition strategies while ensuring continuity in customer experience and delivery quality.
How You'll Make an Impact - Leads cross-functionally to drive customer success by working with internal teams (CoE, Product, Product Strategy, Sales, Marketing, etc.) to exceed customer expectations through implementation and post-launch support across Insights
- Serves as a go-to resource for the director(s) in developing and optimizing internal tools and processes, including supporting reporting and visualization-related operational changes
- Supports the evolution of Insights processes, including assisting in defining workflows and customer migration strategies related to a new visualization vendor
- Partners cross-functionally to assess impacts of reporting and visualization changes and ensure alignment across teams and customer experience
- Serves as the primary point of contact for subordinates for guidance on any questions or issues related to their responsibilities
- Acts as a player-coach by balancing leadership responsibilities with direct involvement in customer-facing work when needed
- Owns additional customer-facing work and/or related customer support activities within the Insights function
- Responsible for tactical day-to-day management and execution of workload for both the team and themselves
- Ensures the team is following all QGenda processes, meeting milestones, and delivering superior professional service while adapting processes for evolving operational and reporting needs
- Provides ongoing oversight, mentorship, and direction of team members across the Insights team
- Leads regular meetings with team members to deliver applicable feedback in order to drive behavior change, growth, and professional development
- Influence broader organizational strategy through feedback, insights, analytics trends, and continuous improvement initiatives
Who You Are - Has a strong understanding of QGenda products and the challenges CX may face both cross-functionally and within the supervised functions
- Demonstrates leadership by developing best practices, managing and improving processes, and mentoring CX employees at all levels
- Demonstrates strong analytical and strategic thinking skills with the ability to assess operational impacts and develop scalable solutions
- Demonstrates ability to handle customer escalations and create action plans with a high degree of understanding of the customer's use case
- Strong understanding of data analytics, reporting concepts, and visualization best practices
- Demonstrates the ability to work with, analyze, and manipulate complex data sets to identify trends, support customer use cases, and drive operational and strategic decision-making
- Excellent communication and presentation skills, including experience presenting to c-suite executives
- Ability to manage employee workload across multiple priorities
- Experience with SFDC reporting and compliance
Experience You Bring - Bachelor's degree preferred, or equivalent work experience
- Experience with healthcare operations, workforce management, or analytics/insights-related products
- Experience with data analytics such as PowerBI, Tableau, or other BI tools with a familiarity/proficiency with querying languages (e.g. SQL) is preferred
- Prior leadership or supervisory/management experience
- Experience in implementations, process development, or supporting new product launches strongly preferred
Not Required, but Nice to Have- Engineering or other technical degree
- SaaS/Software technical configuration and implementation experience
- Experience/exposure to the healthcare and IT ecosystem
Applicants for this position must be authorized to work for any employer in the United States (U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.
What's In It For YouWe offer a comprehensive total rewards package to support our full-time employees and their family's day-to-day needs, well-being and major life events, which includes:
- Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
- Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
- Paid parental leave for birth, adoption or permanent placement
- 401(k) with company match
- Options to work in a hybrid-working model or remotely from home, depending on the position
- Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more
