Director, Customer Operations Optimization

Hazel Health; United States; Remote; USD 155,000 - 185,000; Full time

Job summary

An established industry player is seeking a Director of Customer Operations Optimization to lead the transformation of core customer functions. This role focuses on enhancing efficiency and effectiveness through strategic design and execution of process improvements and technology innovations. You'll collaborate with cross-functional teams to ensure reliable service delivery while promoting a culture of continuous improvement. With a competitive compensation package and a commitment to diversity and inclusion, this position offers a unique opportunity to make a meaningful impact in the healthcare sector.

Benefits

Annual bonus

Stock options

401k match

Healthcare benefits

Paid time off

Qualifications

• 10+ years of relevant experience in a fast-paced start-up or high-growth organization.
• Operational experience with education or tech-ed background is a plus.

Responsibilities

• Lead operational transformation to enhance efficiency and customer experience.
• Implement process improvements and technology enhancements.
• Manage and coach teams, including analysts and customer support.

Skills

Data Analysis

Process Optimization

Change Management

Cross-functional Collaboration

People Management

Education

MBA or similar advanced degree

Job description

Director, Customer Operations Optimization

Join to apply for the Director, Customer Operations Optimization role at Hazel Health.

Hazel Health is the nation's largest virtual provider of school-based healthcare services, recognized by Fast Company as “one of the world’s most innovative places to work” in 2023.

By partnering with districts and health plans nationwide, Hazel transforms schools into accessible front doors to physical and mental healthcare. Our diverse team of licensed providers delivers therapy and medical services virtually (in school or at home) to over four million K-12 students, regardless of insurance status or ability to pay. Hazel aims to remove barriers to the healthcare children need to thrive—at school, at home, and in life.

Helping students and their families feel better requires a dedicated team. As a key member of Hazel, you will:

• Make an Impact: Work with a team increasing equitable access to quality healthcare experiences for students and families.
• Enable Scale: Build and professionalize a high-growth, high-impact social enterprise.
• Feel Valued: Be part of a team that offers competitive compensation, professional development, and recognition for meaningful work.

Check us out at Hazel Health Careers.

The Role

The Director of Customer Operations will lead the operational transformation of core customer functions, aiming to increase efficiency and effectiveness. Responsibilities include strategic design and execution of process improvements, technology enhancements, and developing new processes and structures to ensure reliable, sustainable service delivery.

Location

Remote

What You’ll Do

• Operational Transformation and Strategy:
• Define and communicate a transformation strategy integrating process optimization and technology innovation.
• Lead initiatives to improve efficiency, reduce costs, and enhance customer experience.
• Implement best practices, automation, and process improvements for scalability.
• Use data-driven methods to improve customer satisfaction.
• Establish and monitor KPIs to measure success.
• Collaborate with Product and Technology teams on a 3-year technology roadmap, building business cases for investments.
• Process Improvement and Change Management:
• Evaluate workflows and systems to ensure they meet business needs and eliminate redundancies.
• Identify gaps and opportunities for improvement.
• Lead continuous improvement initiatives fostering operational excellence.
• Create detailed action plans with timelines and milestones.
• Develop change management strategies for successful adoption.
• Balance change initiatives with team productivity to maintain customer experience.
• Cross-functional Collaboration:
• Enhance collaboration and communication across departments.
• Build relationships with stakeholders to coordinate initiatives.
• Streamline communication between Operations and other departments.
• Data Analysis and Reporting:
• Define, track, and report on KPIs.
• Present data insights to leadership, highlighting improvement opportunities.
• People Management and Leadership:
• Manage and coach teams including Sr Analysts, Customer Support, and Quality Assurance.

What Excites Us

• Data-driven decision making grounded in robust analysis.
• Continuous process optimization and iterative learning.
• Leading change effectively.
• Fostering cross-functional collaboration.
• Establishing clear performance metrics and accountability.
• Promoting innovation, agility, and technical excellence.

Qualifications

• 10+ years of relevant experience (or 8+ years with an MBA or similar advanced degree) in a fast-paced start-up or high-growth organization.
• Operational experience, with education or tech-ed background a plus.

If your experience isn’t an exact match but you’re excited about the role, we encourage you to apply.

Compensation & Benefits

Market-competitive total package: base salary $155,000–$185,000, annual bonus, stock options, 401k match, healthcare, paid time off, and other benefits. View details at Hazel Health Benefits.

Work Environment

While we have a Dallas office, we support remote work across the U.S., in states including AZ, CA, CO, DC, DE, FL, GA, HI, IA, IL, ME, MD, MA, MI, MO, NE, NV, NJ, NM, NY, NC, OR, PA, RI, SC, TN, TX, VT, VA, WA, WI. Applicants must reside and work full-time in these states or plan to relocate before employment.

Commitment to Diversity

We value diversity, inclusion, and equity. Hazel is an equal opportunity employer and considers qualified applicants with criminal records in accordance with laws. A background check is required post-offer.

Additional Details

• Seniority level: Director
• Employment type: Full-time
• Job function: Other
• Industry: Hospitals and Health Care