Sr. Operations Project Manager, Client Success

We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand.

As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical.

Team

The Client Operational Excellence team is dedicated to ensuring the highest level of client experience and operational efficiency.

This dynamic team is responsible for streamlining processes, optimizing workflows, and enhancing the overall client experience.

Our goal is to deliver exceptional service by leveraging data-driven insights, innovative solutions, and industry best practices.

Role

As a Senior Operations Project Manager of Operational Excellence at Collective Health, you’ll be a key member of the Client Success team, joining an incredible group of people who have worked in many facets of healthcare, from traditional health plans and consulting to niche point solutions and provider systems.

Working directly with our CS Relationship Management team, you’ll lead projects to create an exceptional client experience, focusing on process, communications, resources, and governance of CS programs.

We’ll count on you to make things happen on behalf of our full book of business, which enables us to scale our operations and our reputation in the market.

You’ll lead key initiatives that will make us more effective and efficient as a team, and that will elevate the importance of our clients’ success as a driver of the success of Collective Health.

Responsibilities

• Drive standardized processes, protocols, and documentation to enable an excellent client experience through exceptional relationship management
• Support the creation of training materials, resources, and knowledge base to standardize processes across the CS Relationship Management team
• Support cross-functional process improvement efforts to enhance our overall client experience working closely with Product, Marketing, Sales, Legal and Analytics teams
• Escalate process improvement needs to Client Success leadership and develop thoughtful solutions
• Develop strategic approaches to client communication by partnering with Client Marketing team
• Dive into hot topics to improve clarity and knowledge management of the Relationship Management team
• Partner closely with key stakeholders : CS Leadership team, Operational leadership, Analytics, Marketing, and Product

Qualifications

• Experience managing complex processes and projects, in a matrixed environment
• Ability to make progress and recommendations with incomplete information
• Strong conceptual and problem solving abilities that enable end-to-end process improvements
• Experience training teams and managing knowledge management content
• Excellent verbal, written and interpersonal communication skills
• Experience with external communications, including to clients
• Experience leading initiatives from ideation, through implementation, and on to final execution by coordinating and project managing complex process projects
• Bachelor's degree or equivalent experience in a relevant field

To be successful in this role :

• You have excellent verbal, written and interpersonal communication skills
• You are process oriented and have experience building and improving processes
• You are self-motivated, intellectually curious, and take ownership for everything you do
• You pay extreme attention to detail
• You think critically and are willing to question the status quo in a constructive and thoughtful manner
• You are a committed team player
• You thrive on change and are enthusiastic about being along for the ride and learning from our experiences together
• You enjoy the excitement of a fast growing, but warm and friendly, team focused on a purposeful business
• You possess a passion for Collective Health’s mission to transform the health insurance experience for employers and their employees

Pay Transparency Statement

This is a hybrid position based out of one of our offices : San Francisco, CA , Plano, TX , or Lehi, UT . Hybrid employees are expected to be in the office three days per week (Plano, TX ) or two days per week (all other locations). # LI -hybrid

The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity.

In addition to the salary, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off.