Director, Client Servicing and Operations

Cedar; United States; Remote; USD 172,000 - 225,000; Full time

Job summary

Cedar is seeking a Director of Client Servicing and Operations to lead contact center teams and enhance service delivery. This role involves managing vendor partnerships, improving operational efficiency, and driving AI-driven innovation in healthcare. The ideal candidate will have strong leadership skills and a passion for team development.

Benefits

Unlimited PTO

16 weeks paid parental leave

Flexible work arrangements

Matching 401(k) contributions

Comprehensive benefits

Qualifications

• Experience in scaling outsourced contact centers.
• Strong leadership and team management skills.

Responsibilities

• Manage contact center teams and vendor partnerships.
• Enhance patient and user experience through collaboration.
• Document and train on processes and policies.

Skills

Leadership

Client Communication

Problem Solving

Process Improvement

Data Analysis

Job description

Director, Client Servicing and Operations

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Our healthcare system is the leading cause of personal bankruptcy in the U.S., with over 50 million Americans suffering adverse financial consequences annually due to healthcare costs. Cedar aims to leverage data science, smart product design, and personalization to make healthcare more affordable and accessible. Currently, healthcare providers engage consumers with a "one-size-fits-all" approach; Cedar seeks to improve this through consumer-centric practices.

Cedar is looking for an experienced contact center professional to lead our servicing functions, including managing contact center teams and scaling operations with vendor partners. This role offers an exciting opportunity to shape service delivery and enable AI-driven innovation at a high-growth company. The Director, Services will report to the VP, Implementation and Services.

Responsibilities

This individual will be a strong, motivational leader capable of independently managing Cedar’s servicing teams and vendor partnerships.

The role includes:

• Managing operations for vendor partners, ensuring SLA attainment and representing our Servicing teams.
• Identifying call trends and collaborating across Cedar teams to enhance patient and user experience.
• Handling inbound calls, chats, and emails.
• Managing the return mail process for clients.
• Documenting and training on processes and policies.
• Coaching and managing performance of approximately 100 staff, including quality assurance, training, and patient advocates.
• Owning functional metrics, workflows, quarterly OKRs, and escalation processes to support strategic initiatives and continuous improvement, in collaboration with teams such as Growth, Delivery, Product, and Finance.

Additional responsibilities include developing metrics, workflows, and strategies to improve scale, efficiency, and customer satisfaction.

Required Skills & Experience

• Experience scaling high-quality outsourced contact centers, preferably with international vendor management.
• Strong client communication skills across all levels.
• Leadership experience in contact centers, including team management and software proficiency.
• Proven track record in process improvement, implementing best practices, and leading strategic initiatives to enhance patient and client experiences.
• Ability to develop vendor strategies to meet financial and operational goals through negotiations and data analysis.
• Proactive in identifying trends and opportunities to support investments that improve customer experience.
• Passion for team development and supporting managers.
• Healthcare experience is a plus but not required.
• Strong problem-solving skills and persistence.

Compensation and Benefits

• Salary range: $172,100 - $225,000, subject to location, experience, and education.
• Equity eligibility.
• Comprehensive benefits and wellness programs.

What We Offer

• Opportunity to improve the U.S. healthcare system at a rapidly scaling company serving millions annually.
• Flexible work arrangements (remote or in-office).
• Unlimited PTO and at least 20 days recommended annually.
• 16 weeks paid parental leave with health benefits and flexible re-entry.
• Diversity initiatives and employee resource groups.
• Competitive pay, equity, and health benefits starting immediately.
• Matching 401(k) contributions up to 3%.
• Mentorship, coaching, and development resources.

About Cedar

Founded in 2016 by Florian Otto and Arel Lidow, Cedar aims to improve healthcare billing and patient experience through innovative technology. With over $350 million in funding, Cedar engages with 30 million patients annually and partners with over 55 healthcare providers and payers, processing billions in patient payments.

Seniority level

• Director

Employment type

• Full-time

Job function

• Other

Industries

• Technology, Information and Internet