VP, Center of Excellence - Remote

About Thriveworks

Thriveworks is one of the leading mental healthcare companies in the USA, with over 3,000 employees, and was founded by and is still led by clinicians. Having just launched a new vision to be America’s most valued mental healthcare company, where our teams can fulfill their purpose and do their best work, where clients are treated with warmth and respect, and where communities benefit from access to high-quality care to heal and thrive in life, this company is ready for a new chapter.

About the Job

Thriveworks is looking for an EVP of Center of Excellence to step in and lead their call center and all inbound sales and customer service. Ensuring a best-in-class customer experience that can scale effectively is critical to Thriveworks’ success as they push ahead, and this person will partner closely with the COO and leadership to define the customer journey and build out the necessary tools and processes to enable success.

Key Responsibilities

• Build and lead a world-class call center with efficient and effective processes that will scale with the company’s rapid growth, allowing the business to grow effectively over the next several years.

• Own the strategic vision for sales and customer success, including the customer journey

• Provide hands-on, metrics-driven leadership to help accelerate growth and profitability and provide the executive team with “operational insight” to better understand the business.

• Provide product and engineering with customer feedback to drive product and technology

• improvements

• Think outside the box to solve real time operational issues and challenges.

Qualifications

• Experience leading call center operations or customer service for a high-growth consumer-focused organization of 300 employees in the past.

• An exceptional communicator who can effectively share information cross-functionally and across the leadership team. Ability to manage upward and downward, working with exempt and nonexempt individuals with diverse backgrounds and skill sets.

• Has built and managed an effective exempt and nonexempt team, can resolve performance issues promptly, maintains a motivational climate, negotiates win/win solutions, and recognizes individual and team accomplishments and results.

• Data-driven and metrics-oriented approach with an understanding of how to leverage data in a way that informs decisions and improves processes.

• Distinct ability to optimize manual processes and robust process improvement experience.

• Ability to effectively communicate the technology needs of the call center operation and inform the product roadmap to help the operation scale.

• Experience working in a multi-state, highly regulated industry.

• Experience working with and managing offshore vendors.

Personal Characteristics

• A high-accountability, ‘get the job done’ mindset, where when you say you’ll do something, you mean it

• Best-in-class strategic thinking and problem-solving skills - someone who can take a step back and figure out the optimal ‘big picture’

• Ability to both dive into the weeds as well as take a step back - a leader who is not afraid to dive in and get things done

• You see the opportunity to dramatically advance your career by playing a critical role in an important, high-growth company partnering with a top-tier executive team.

• You have a demonstrated history of owning quantitative results and delivering on them.

• You are highly organized and detail-oriented; structured in your communication and thinking

• You have no ego and can get your hands dirty with any stakeholder in their function or listen to a customer.

• You are constantly curious and thinking about “How can I get this done more efficiently?”

• You love working in a fast-paced, start-up environment and rolling up your sleeves to get things done.

• You are an interdisciplinary thinker, skilled at blending different perspectives in pursuit of a mission

• You are good at sorting out ambiguity and consolidating different needs into coherent action

Benefits

• An amazing team culture

• Professional development & advancement opportunities

• 401K with a 3% employer match

• Healthcare, Dental, Vision, and life insurance benefits

• Paid time off and paid holidays

• Professional EAP program for team members & household

• Additional coverage options available such as Short Term Disability, Long Term Disability, Group Accident Insurance

Successful Thriveworks employees believe in our mission to help people live happy, healthy lives. They also embody our core values, which focus on the ability and willingness to adapt, raise the bar, act with integrity, achieve our goals, and work well together. If you think you fit the bill and belong on our team, apply today!

Physical demands for Thriveworks positions may include being sedentary for long periods of time. Entering text or data into a computer by means of a traditional keyboard is also a requirement.

Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to our team.

#LI-Remote #LI-JM2

Interested in joining Team Thriveworks? We're thrilled to meet you!

With Job scams becoming more and more frequent, here's how to know you're speaking with a real member of our team:

• Our recruiters and other team members will only email you from thriveworks@myworkday.com or an @thriveworks.com email address.
• Our interviews will take place over Google Meet (not Microsoft Teams or Zoom)
• We will never ask you to purchase or send us equipment.

If you see a scam related to Thriveworks, please report to infosec@thriveworks.com. You can contact employment@thriveworks.com with any questions or concerns.

Thriveworks is an Equal Opportunity Employer. Our people are our most valuable assets. We embrace and encourage differences in age, color, disability, ethnicity, gender identity or expression, national origin, physical and mental ability, race, religion, sexual orientation, veteran status, and other characteristics that make our employees unique. We encourage and welcome diverse candidates to apply for any position you are qualified for to bring your unique perspective to our team.

By clicking Apply, you acknowledge that Thriveworks may contact you regarding your application.