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Director of Customer Operations

Elation Health

Elation Health

Customer Service, Operations
United States · Remote
Posted on Friday, May 17, 2024

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a delightful world-class experience that empowers physicians to deliver phenomenal care to patients.

As the Director of Customer Operations, you will lead teams that support the customer experience immediately after joining Elation Health in Small Group Onboarding to after they become users of the Elation platform. These three teams are critical in enabling, training, championing and improving our customer experience. Together, they support our customers' span of using Elation Health, and work collectively to launch them after signing to support their needs and understanding their feedback using the platform.

As the Director of these three teams, your role will be highly collaborative with other cross-functional teams at Elation Health. You’ll partner with Sales, Finance, Revenue Operations, Marketing, and Partner Operations teams. Your job is to ensure each of our operations teams are enabled to perform at their best, removing operational barriers and ensuring premier experiences for our customer base. Oftentimes, you’ll be collaborating to enhance existing workflows within Customer Operations, and as is the case when establishing new teams, setting expectations for new procedures needed to scale our programs.

This role will have five direct reports, with additional indirect reports. This Director will report to the VP of Customer Operations, and partner closely with the Director of our Customer Support organization, which also sits within the Customer Operations team. As a leader within this team, the expectation is that you are deeply embedded and knowledgeable about our daily operation while also balancing the demands of other concurrent business functions and leadership responsibilities. Your role is an important component and input in our close-knit organization, and your leadership will ensure our operational teams are aligned with others for strategic execution and delivery.

This role requires exceptional customer-facing communication skills, the ability to respond quickly to a dynamic operating environment, and a persistent commitment to balancing both our customer needs with our operational requirements. As our operations mature, this leader will enhance existing and establish new reporting functionality that is expected of our teams and depended on in other areas of the business. This leader has deep, proven experience using and reporting out of Salesforce. Additionally, this leader is comfortable operating in a fast-paced environment with several internal and external communication tools. Our business demands a flexible approach to problem solving and information-gathering, and as such this leader has proven experience performing in these environments. Finally, as a people manager leading operational teams, a qualified candidate will have at least five years of experience leading operational teams.

Role and Responsibilities

  • Lead Small Group Onboarding, Customer Retention, and Customer Operations teams within Customer Operations
  • Deeply understand our Onboarding workflows and work to support our Managers in unblocking customer onboarding experiences. This means collaborating with cross functional teams as needed for process improvement while also advocating for individual team needs as customers require.
  • Partner with our existing Customer Retention team members to lay a solid foundation for this burgeoning business unit. Drive understanding of our operational performance and communicate our outcomes across the broader organization to drive alignment.
  • Collaborate with our existing Customer Operations leader to establish industry best-practices for understanding customer feedback, product and service performance, and customer outcomes. Facilitate analytical reviews of a multitude of customer data inputs to narrate a succinct story and customer experience. Partner with Product and Service teams to deliver customer feedback for future enhancements and understanding.

Professional Qualifications

  • 5+ years of experience in a Senior Customer Success, implementation, Strategic or management consulting role. Operational experience is preferred, and that can be fulfilled from a variety of operational environments.
  • Proven competency building and maintaining Salesforce reporting within an operation. Added bonus for additional experience using and scaling other apps from the Salesforce Marketplace.
  • This is a demanding position with high internal and external visibility that requires strong priority management and high emotional intelligence.
  • Experience supporting or working with technical products and customer support functions, with proven success in driving process improvements and outcomes.
  • Maniacal attention to detail with an enviable focus on process, reporting, and cross-functional alignment. An ideal candidate has examples of where they drove simplicity out of chaotic working environments and improved operational performance as a result.
  • Proven track record of building trust and communicating effectively with a wide variety of stakeholders including Customers, Executives, and Product Leadership, as well as internal, front-line customer- facing teams.

Salary: $140,000 - 160,000 USD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy.

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption.

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops ( with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.