Director of Service Operations

PURPOSE: 

The Director of Service Operations is responsible for leading a team of Healthcare Service Managers.

ESSENTIAL FUNCTIONS:  

• Ensure Healthcare Market Managers execute all functions of their role
• Drive customer success through world class service management
• Identify growth opportunities within customer base and prospect base
• Regular field rides with Healthcare Service Managers, to include customer visits and internal meetings
• Participation and support of Business Reviews & Customer renewals as directed by leadership
• Ensure department daily usage and proper usage of Salesforce CRM
• Hold department to weekly activity metrics
• Escalation and management of any customer issue resolution and support with internal stakeholders
• Hold weekly 1on 1’s with direct reports, reviewing renewal pipeline, strategy, growth opportunities, and ensuring proper execution.
• Engage in a renewal strategy and effort each time a TRIGGER is realized (added product, location, etc.)
• Intimate knowledge of proper contract language & enforce usage; CXD’s, exit language, pricing, API, OPI, KPI’s, loss billing, etc.
• Conduct customer surveys, linen audits, and any other customer strategy as directed by leadership.

JOB QUALIFICATIONS AND PHYSICAL REQUIREMENTS:  

• Management Skills- Ability to organize and direct oneself and effectively train others.
• Accountability- Ability to accept responsibility and account for his/her actions.
• Accuracy- Ability to perform work accurately and thoroughly.
• Communication, Oral- Ability to communicate effectively with others using the spoken word.
• Communication, Written- Ability to communicate in writing clearly and concisely.
• Conflict Resolution- Ability to deal with others in a conflict scenario.
• Training- Ability to develop a particular skill in others to bring them up to a predetermined standard of work
• performance.
• 5 years of experience successfully interfacing with, negotiating with, & presenting to high value/volume business partners.
• 5 years of experience successfully managing people in a fast-paced, highly competitive environment.
• Possess a high competency in Microsoft Excel, Word, and PowerPoint.
• Education: High School mandatory, post high school education preferred.
• Possess valid driver’s license
• Normal travel in this role is 3 weeks per month.

Comprehensive Medical Plan with Prescription Coverage | Dental Plan | Vision Plan | Life Insurance | 401K Program with Company Match | Paid Holidays | Paid Time Off  Company Training Program | Tuition Reimbursement Program | Utilize Latest Technologies and Linen Methodologies | Casual Work Environment