Position Overview

We're seeking an experienced Customer Operations Director to help build and scale our customer operations functions. The ideal candidate possesses a combination of leadership skills, strategic thinking, operational expertise, and a customer-centric mindset. At ICANotes, we take pride in delivering the highest level of customer satisfaction, ensuring that every interaction reflects our commitment to exceeding expectations and building lasting relationships. This role will be an integral part of our organization.

Company Culture

At our company, we believe in fostering a culture of continuous improvement and learning. We prioritize adaptability over inflexible processes and encourage cross-functional teams to work together and collaborate to achieve shared objectives. We promote transparency and open communication within teams and stakeholders, while fostering a culture of trust, respect, and accountability among team members.

Responsibilities

Oversee and manage the Customer Support and Account Management teams; including team specific metrics and objectives
Regularly gather and analyze customer feedback, working closely with the VP of Product to communicate the Voice of the Customer and influence product development
Collaborate with the product leadership to align customer operations strategies with product roadmaps, ensuring customer needs are effectively addressed in product development
Monitor customer utilization metrics to gain insights into customer behavior and product usage, enabling targeted outreach and strategy development in collaboration with Sales, Marketing, and Product departments
Define and monitor key performance indicators (KPIs) to measure the success of customer operations initiatives
Collaborate with other departments to ensure a cohesive and integrated approach to customer operations
Serve as the escalation point for customer inquiries
Oversee the development and implementation of initiatives to enhance the overall customer experience; monitor and analyze customer feedback and metrics to identify areas for improvement
Ensure the team receives appropriate tools, training, and support to apply skills and knowledge and effectively resolve customer issues
Conduct performance reviews to evaluate productivity and improve workflow

Qualifications

Bachelor's degree required
At least 5 years experience building and scaling customer operations functions
Experience managing complex customer relationships and retention strategies
At least 5-8 years in a people management role; preferably managerial development

Preferred Skills

Healthcare or EHR experience preferred; SaaS experience required
Management/coaching abilities
Good communication skills, both written and oral
Good time management and organizational skills
Proficient in Microsoft Office and Google applications

Benefits For Full Time Domestic Employees

Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options
Basic term and optional term life insurance
Short-term disability (paid for by the company) and long-term disability
401(k) and employer-matched retirement plan
Paid time off that includes 8 sick leave days per year (80 hour annual rollover), 6 personal days per year (can rollover all), and 12 vacation days per year (can rollover all)

Position fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, PA, SC, TX, VA, WASalary Range:$120-$160k

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. This role requires occasional hours during evenings and weekends to resolve customer inquiries.

Job Posted by ApplicantPro