D+H

VP, Provider Operations, Digital Client Success, and Experience

D+H • $150K — $180K *
US-AnywhereRemote in United States
Healthcare
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of experience in customer experience or product management roles
  • Proven track record of improving customer satisfaction metrics like NPS
  • Strong background in creating customer content and education materials
  • Experience with data analysis to drive customer insights and decisions
  • Ability to coordinate cross-functional teams and manage complex projects
  • Familiarity with digital customer engagement tools and platforms
  • Leadership experience managing teams and driving performance

Responsibilities

  • Optimize customer interactions to enhance satisfaction across diverse practice sizes
  • Lead a team in producing accurate and helpful customer documentation and training materials
  • Manage NPS and develop actionable improvement strategies based on customer feedback
  • Design customer engagement journeys to streamline support processes and enhance user experience
  • Coordinate with teams to assess the impact of new product releases and ensure readiness for customers
  • Oversee the implementation of customer relationship management systems and tools
  • Develop and maintain operational cadences to enhance business performance

Benefits

  • Flexible working hours and remote work options
  • Opportunities for professional development and career growth
  • Comprehensive health and wellness benefits
  • Collaborative and innovative working environment
  • Supportive leadership team focused on employee success
  • Access to modern tools and technology for effective remote work
Full Job Description
Optimize Customer Experience
  • Streamline customer interactions and measurably improve satisfaction across the ambulatory base - from single-provider practices to multi-site groups.
  • Integrate customer insight into the systems and tools customer-facing teams use, so that insight changes behavior rather than sitting in a dashboard.
  • Own the escalation path for at-risk accounts, partnering with Success and Support on save plans and root-cause remediation.

Customer Content & Education
  • Lead the Customer Content & Education team in producing clinically credible product documentation, help center articles, video content, and customer certification programs.
  • Build reusable, modular content that AI models can ingest to strengthen self-service for customers and internal teams.
  • Ensure content reflects real ambulatory workflow - scheduling, documentation, e-prescribing, coding, claims, patient engagement - not generic software training.

Net Promoter Score & Voice of the Customer
  • Own NPS for the business unit, interaction-influenced and quarterly relationship surveys alike.
  • Translate NPS and verbatim data into a prioritized improvement roadmap, and drive it to closure with named owners and dates.
  • Establish a closed loop: every detractor response gets a documented follow-up and, where warranted, a systemic fix.

Journey Orchestration
  • Partner with Customer Experience Operations to orchestrate engagement, enablement, and campaign journeys across the lifecycle.
  • Support Customer Success in defining, maintaining, and driving adoption of playbooks and lifecycle messaging.
  • Design the moments that matter most in ambulatory: implementation go-live, first month of live claims, first payer rule change, and annual regulatory updates.

Release Coordination
  • Partner with Go-To-Market teams to understand upcoming releases and their downstream implications.
  • Run impact assessments covering documentation, help center content, training, support macros, and internal process ahead of each release.
  • Serve as the gate that stops releases without a readiness plan for customers and customer-facing teams.

Customer Success & Product Experience System Administration
  • Administer and support the Customer Success, Education, Customer Engagement, and customer communication platforms.
  • Ensure clean integration and full utilization of the CX stack; consolidate overlapping tools and eliminate shelfware.

Embedded Operating Executive

The general-management half of the role. This leader is the operational counterpart to the business unit's General Manager, converting strategy into an executable operating system.

Operating Cadence & Business Rhythm
  • Design and run the operating cadence: weekly execution reviews, monthly business reviews, quarterly planning, and annual operating plan development.
  • Own the agenda, the pre-read, the decision log, and the follow-through. Meetings produce decisions and owners, or they are cancelled.
  • Serve as chief of staff to the General Manager, acting with delegated authority to unblock cross-functional work.

Process Architecture & Operational Design
  • Map current-state processes across Sales, Implementation, Support, Success, Billing, and Product, and find the handoffs where accountability is ambiguous and time is lost.
  • Design and implement the future state - documented, owned, measured, and versioned, with clear RACI at every handoff.
  • Build the scaffolding a scaling business requires: intake and prioritization, capacity planning, SLA enforcement, escalation tiers, and exception handling.
  • Run continuous improvement against a standing backlog of process debt, prioritized by customer impact and cost to serve.

Performance Management & Business Intelligence
  • Define the business unit's operating metrics and build the reporting layer that makes them visible weekly, not quarterly - cost to serve, time to value, first-contact resolution, implementation cycle time, retention, expansion, and NPS.
  • Partner with Finance on the operating plan, headcount model, and unit economics; own the operational levers behind margin.
  • Replace anecdote with instrumentation. Where a metric does not exist, build it before debating the problem it describes.

Growth Transformation
  • Share accountability with the General Manager for the transformation agenda, translating growth strategy into sequenced workstreams with milestones, owners, and dependencies.
  • Build scalability into the operating model so revenue growth does not require proportional headcount growth.
  • Own execution of the business unit's most consequential cross-functional programs, including those without a natural functional home.
  • Report to executive leadership on initiatives, results, and risks - with candor about what is not working.

People Leadership
  • Lead, coach, and develop the Customer Content & Education and Customer Experience Operations teams, including leaders of leaders.
  • Build the operations function largely from the current state - define roles, hire selectively, and develop existing talent into the capability the business needs.
  • Set clear performance expectations, run a real talent review, and hold a high bar consistently and humanely.

Digital Customer Success

Covers the Practice Fusion from Veradigm small-practice base - thousands of independent practices at a contract value that cannot support named CSMs. The mandate is a digital-led motion that produces real value realization and retention at a cost to serve consistent with segment economics.

Segment Ownership & Retention Accountability
  • Own gross revenue retention, net revenue retention, and logo churn for the segment.
  • Lead the Customer Success team serving it, including pooled and tech-touch coverage and any dedicated coverage for the upper tier.
  • Define the coverage model - which accounts receive human engagement, which are served digitally, and the value, risk, or expansion triggers that move an account between tiers.
  • Score account health on real product telemetry - login frequency, charting volume, e-prescribing, claim submission, and support contact patterns - not CSM sentiment.

Onboarding, Activation & Time to Value
  • Own the activation path for self-service and low-touch signups, from first login to a practice actively documenting encounters and submitting claims.
  • Lift activation rates and cut time to first value through guided in-product onboarding, templated setup, and intervention at the steps where practices stall.
  • Partner with Implementation on the handoff to steady-state success, with a defined completion standard rather than a calendar date.

Scaled Engagement & Save Motions
  • Build one-to-many engagement - lifecycle campaigns, webinars, office hours, in-app guidance, and community resources - that substitutes for individual attention without feeling impersonal.
  • Run risk and save motions triggered by leading indicators: declining utilization, unresolved escalations, billing friction, practice staff turnover, and competitive displacement signals.
  • Partner with Billing and Finance on renewal, payment-failure, and involuntary-churn workflows; recover revenue lost to process rather than to dissatisfaction.
  • Route expansion opportunities - added providers, additional modules, revenue cycle and patient engagement services - through a repeatable, low-friction motion.

Voice of the Small Practice
  • Advocate internally for the small independent practice, bringing segment-specific evidence to Product prioritization.
  • Translate behavioral and support data into a clear account of where the product fails practices at this size, and hold that view in front of Product and Engineering leadership.
  • Respect the segment's defining constraint in every program decision: no IT staff, thin margins, no time.
  • Own cost to serve against average contract value, and tie success activity to retention outcomes so investment decisions in the segment rest on evidence.

About D+H

D+H is committed to being the technology partner that financial services organizations trust and rely on to build deeper and more profitable relationships with their own customers. In 1875, when D+H was founded, They may have looked a lot different than we do today, but the core of that commitment – being a trusted provider to our customers – has never changed. They have remained committed to delivering solutions that power our customers’ businesses in increasingly competitive markets. They are proud of their strong and vibrant history - it drives their culture and the way they do business today.

Veradigm Careers

Joining Veradigm presents an unparalleled opportunity to advance a career in healthcare technology with a company at the forefront of innovation and leadership. Veradigm, a leader in providing cutting-edge healthcare solutions, offers a range of job opportunities designed to empower professional growth and personal achievement.

Explore Career Opportunities

Veradigm is actively hiring and seeks professionals who are passionate about making a significant impact in the healthcare industry. With a variety of positions available, from technical roles to customer support, Veradigm ensures that every team member can find a place to excel.

Internship Programs

Veradigm's internship programs offer a robust introduction to the healthcare technology sector, providing hands-on experience and valuable networking opportunities. Interns at Veradigm gain practical skills and knowledge, setting the stage for future employment in a dynamic and evolving industry.

Professional Growth and Development

Veradigm is committed to the professional growth of its employees, offering extensive training and development programs. These initiatives are designed to enhance skills and foster innovation, ensuring that every team member can achieve their career aspirations within the company.

Diversity and Inclusion

At Veradigm, diversity is celebrated and actively promoted through comprehensive diversity training programs. The company believes that a diverse team enriches the workplace culture and drives the innovation that Veradigm is known for.

Benefits and Culture

Employees at Veradigm enjoy a range of benefits that support both their professional and personal lives. The company culture emphasizes teamwork, leadership, and the well-being of its staff, creating an environment where individuals can thrive.

Applying for a Position

Candidates interested in joining Veradigm are encouraged to explore available job opportunities on the Veradigm Careers page. The application process typically involves submitting a resume, completing an interview, and demonstrating how one's skills and experiences align with the company's needs.

Stay Connected with Veradigm Jobs

To stay informed about new openings and company news, potential candidates can sign up for job alert emails. These updates provide insights into Veradigm and highlight how the company continues to lead and innovate within the healthcare sector.

Networking and Career Advancement

Veradigm supports a vibrant professional community where networking and peer interactions are encouraged. This community helps foster relationships that can lead to career advancement and continued employment opportunities within the company.

Join the Veradigm Team

Veradigm is looking for curious, creative, and solution-driven team players. Search open positions that match your skills and interests on the Veradigm Jobs portal and discover how you can contribute to a leader in healthcare technology.

READ CAREERS BLOG

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work at Veradigm. Explore how Veradigm is shaping the future of healthcare and how you can be a part of this exciting journey.
Learn more about D+H
Industry
Legal & Accounting
Founded
1875
* Ladders Estimates

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