Director, Client Operations

Eon; Denver (CO); Remote; USD 80,000 - 150,000; Full time

Job summary

Join a forward-thinking company as a Director of Customer Operations, where your leadership will optimize client-facing teams and enhance customer experiences. This role is pivotal in driving operational excellence and strategic alignment across departments in a dynamic healthcare tech environment. You will leverage your expertise to implement innovative strategies that improve processes and foster continuous improvement, all while working in a high-energy culture that values collaboration and growth. If you're passionate about making a significant impact in healthcare, this opportunity is tailored for you.

Benefits

Competitive Salary

Health Insurance

Referral Bonuses

Unlimited Vacation Time

Paid Maternity and Paternity Leave

Professional Development Opportunities

Awesome Team Members

Qualifications

• 7+ years in client operations within healthcare tech or software.
• Proven ability in managing multiple priorities and stakeholders.

Responsibilities

• Oversee client operations to enhance customer experience and satisfaction.
• Drive process optimization and cross-functional collaboration.

Skills

Client Operations Management

Process Improvement

Strategic Thinking

Problem-Solving

Customer Experience Management

Agile Methodologies

Tools

CRM Tools

Analytics Tools

Implementation Platforms

Job description

Work with the Industry Leader

At Eon, our mission is to make patients healthier and healthcare affordable. Eon Patient Management (“EPM”), identifies patients with disease risk and streamlines clinical decision analysis so clinicians can work at the top of their licenses. With unique solutions across multiple disease states, we drive unprecedented adherence to care pathways, so that more patients are seen and more survive. When patients win, healthcare systems win - both clinically and financially.

As a market leader in incidental tracking and patient management, Eon is pioneering the use of Artificial Intelligence to enable healthcare enterprises, ranging from small health systems to large, national-scale IDN’s. We have a unique and dynamic team that is focused on results, and employment opportunities both local to our Denver office, and remote based.

As we continue to grow, we are seeking a Director Customer Operations to optimize client-facing teams, ensuring that Eon Health consistently delivers outstanding customer experiences and operational excellence.

The Opportunity

As the Director, Client Operations you will be responsible for overseeing a diverse portfolio of strategic, operational, and administrative activities that directly impact client experience and satisfaction. You will help lead client operations across customer success, implementation, and support teams, and be tasked with driving key performance initiatives to optimize processes and foster continuous improvement. You will report directly to the SVP of Customer Experience and collaborate closely with other departments to align on company goals and client objectives. This role is ideal for an experienced leader with a proven track record in the healthcare IT space, particularly within fast-growing digital health or healthcare tech startups.

In this role you will:

1. Process Optimization: Identify and implement strategies to enhance the efficiency, quality, and scalability of client deployment processes, improving throughput and reducing friction for clients.
2. Customer Experience: Design and implement initiatives to create a seamless, standardized experience across all customer touchpoints, ensuring consistency in service delivery.
3. Strategic Alignment: Translate company-wide objectives into specific, measurable customer experience goals and objectives. Drive alignment and accountability across client-facing teams to achieve targets.
4. Cross-Functional Collaboration: Partner with engineering, product, support, and customer success teams to optimize technical operations and enhance overall service delivery.
5. Implementation Excellence: Support the creation and execution of standardized client implementation plans, ensuring smooth rollouts and strong collaboration between teams.
6. Capacity Planning: Support capacity planning to ensure teams are appropriately staffed to handle growing customer demand and deliver exceptional service.
7. Agile Optimization: Promote agile processes to adapt quickly to changing market needs, including continuous improvements through customer journey mapping, NPS surveys, and internal handoffs.
8. Training & Development: Assess training needs and implement programs to foster the ongoing development of client-facing teams.
9. Technology & Tools: Own the strategy for customer experience technologies, ensuring tools and systems are optimized to enhance operational efficiency and align with client and company needs.
10. Performance Reporting: Develop and lead regular reporting on client experience metrics, providing insights and actionable recommendations for continuous improvement.
11. Problem-Solving & Strategy: Lead the planning and development of strategies to address critical client experience challenges and drive solutions across cross-functional teams.

Skills and Qualifications:

1. 7+ years of experience in client operations, client management, or implementation within healthcare tech or software.
2. Experience in fast-paced, high-growth environments, particularly within digital health or healthcare technology, is highly preferred.
3. Strong strategic thinker with a proven ability to manage multiple priorities and stakeholders while driving results in a dynamic environment.
4. Demonstrated ability to support high-performance teams and implement effective customer experience strategies.
5. Expertise in process improvement methodologies and customer experience management, particularly in the healthcare IT space.
6. Advanced problem-solving skills with a track record of driving impactful solutions for complex operational challenges.
7. In-depth knowledge of customer experience metrics, journey mapping, and customer experience technology stacks.
8. Familiarity with CRM tools, implementation platforms, and analytics tools to drive performance improvements.

“So what’s in it for me,” you ask?

We pride ourselves for being a culture-based company buzzing with high-energy. Aside from the enthusiastic environment, you’ll enjoy:

1. Competitive salary
2. Health insurance
3. Referral bonuses
4. Unlimited vacation time
5. Paid Maternity and Paternity leave
6. Professional development and career growth opportunities
7. Awesome team members

Eon is proud to be an equal opportunity employer committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind and strive to create an environment where all team members can thrive.

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