Position Summary:

An integral part of VaxCare’s “Triple Aim” effort, this lead by influence position is dedicated to establishing a segment of the Customer Care Group (Inventory, Payments, Hardware / Interfaces, or Generalist) as a knowledgeable and dependable resource who quickly, efficiently, and effectively solves the issues facing our Partners. The role entails developing a high performing team that consistently exhibits VaxCare’s Core Values by providing daily workflow leadership, coordination, and support to the Customer Care team, ensuring targeted levels of quality, productivity, and effectiveness are achieved (i.e., ensures the team consistently hits its goals). While in this leadership position, the role will actively work the team’s queues and function as a Subject Matter Expert (SME). As the SME this individual will manage escalations while identifying and executing initiatives that improve team performance and engagement. This leader sets the tone and pace for the team’s success.

Essential Duties and Responsibilities:

· Provide daily review and coordination of the team’s queues to ensure performance is within targeted Service Level Agreements (SLAs) and that workloads are appropriately balanced.

· Monitor team performance and identify / execute actions that enable team members to consistently meet all goals.

· Function as a SME and develop VaxCare’s HSG organization including building a team of skilled professionals, identifying, and communicating required resources, while creating a high performing and engaged team.

· Partner with other segment Team Leads and management to share best practices and escalate barriers to success.

· Continuously improve workflows, utilizing success markers to strike balance between technology and touch to ensure healthy and effective Partner and team member engagement.

· Collaborate with the broader organization’s team (Product, Customer Care, Hub, Sales, Creative, Onboarding, RCM, Inventory, etc.,) to ensure Partner needs are met and all parts of the Partner experience are cohesive.

· Foster a culture of Success by sharing insights and wins that inform the key stakeholders of the team’s impact.

Non-Essential Duties and Responsibilities:

· Other duties as assigned.

Qualifications:

The ideal candidate has a history of hitting performance targets in complex and challenging situations and understands that “attitude and effort” are the keys to success. The candidate must demonstrate a history of “Unstoppable Resourcefulness” which is defined as using creativity to help themselves and others constantly achieve goals (once given a goal, this person cannot be stopped). In addition to an off-the-chart level of engagement, this role also requires:

· Diligent, self-driven – Willing to put in the effort to get the job done and give the extra push.

· Goal oriented – Has a history of being a top performer in terms of exceeding goals.

· Caring – Proven track record of providing feedback with the right balance of honesty and care.

· Creativity – Has shown the ability to find unique and optimal paths when trying to solve problems.

· Relational Adaptability – History of effectively adapting their style of communication to various members of a diverse audience.

· Ambassador of VaxCare’s culture- Live and work out VaxCare’s core values in a contagious and influential manner daily.