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About Our Client
Our client is a high growth healthcare startup enabling patients to be diagnosed, treated, and managed at their primary care appointment (vs. having to refer out to hospitals, imaging centers, and other slow and expensive options). Today, a comprehensive AI-enabled platform has been built to enable patients to receive immediate diagnostic tests, results, and next steps – all in a single Primary Care appointment. For example: through the platform, women across the U.S. are now receiving comprehensive breast imaging, results, and specialist-driven next steps at their local Primary Care office, condensing a multi-month diagnostic journey into 60 minutes.
With substantial funding backing and support from prominent clinical networks in the country, the company is rapidly expanding the platform across the U.S. - from 16 states and 500,000 patients in 2023, to 20+ states and 1.5M patients in 2024. By 2026, the vision is to be delivering care across 35 states and to more than 5m patients per year.
About The Role
The company is seeking a Customer Strategy & Operations Manager to join the Customer Experience and Care Delivery team, with a focus on enhancing the customer experience through improved engagement with customers and internal cross-functional stakeholders to facilitate faster go-lives, ramp-ups, and expansion of existing programs, while laying the groundwork for continued growth.
Responsibilities:
- Partner closely with the VP of Customer Strategy & Operations to enable customer experience excellence, by assessing current needs, developing tools, processes, and approaches to address gaps, and supporting account teams to deliver
- Oversee customer-facing cadences and identify opportunities to better align teams and leadership to ensure effective communication and coordination across key stakeholders
- Support CECD leadership in preparing for and integrating new customers into existing operations, as needed
- Review existing customer Launch process and identify and implement initiatives to reduce time to go live
- Support internal coordination and community-building initiatives, as needed
- Become a strategic consultative partner to internal teams quickly and to external/client teams over time by becoming an expert on the business models.
Required Qualifications:
- Must have 3-6 years of management consulting experience from a top-tier firm.
- Strong process orientation and program management experience – ability to assemble and manage internal expertise effectively.
- Ability to analyze information and make strategic choices for the business while also understanding assignment details.
- Determination to succeed and evidence of tangible impact for clients and past company(ies) – motivation to align the goals of the customer with the company's goals.
- At least 3 years of healthcare experience, ideally in provider or retail health settings.
- Ability to travel up to 20-30% of the time for client-specific visits and internal working sessions.
- Strong content development skills (playbooks, presentations, etc.).
Salary Range
$140,000 - $160,000, plus equity and benefits.
