Veradigm

Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of today’s healthcare challenges being addressed by biopharma, health plans, healthcare providers, health technology partners, and the patients they serve. At Veradigm, our primary focus is on harnessing the power of research, analytics, and artificial intelligence (AI) to develop scalable data-driven solutions that bring significant value to all healthcare stakeholders. Together, we can transform healthcare and enable smarter care for millions of people.

Position Overview: As the Lead of Customer Experience Operations, you will play a pivotal role in ensuring that our customers receive exceptional service at every touchpoint. You will oversee the day-to-day operations of our customer experience team, driving efficiency, quality, and continuous improvement initiatives. This role requires a strategic thinker with a passion for enhancing the customer journey and a proven track record of leading successful operational teams.

Join Our Team: If you are a strategic thinker with a passion for delivering exceptional customer experiences and driving operational excellence, we invite you to join our team. This is an exciting opportunity to lead a dynamic team and make a meaningful impact on the success of our organization. Apply now to be considered for this rewarding role!

Key Responsibilities:

1. Operational Strategy: Partner with the Director, Customer Experience Operations to develop and implement strategic plans to optimize customer experience operations, including resource allocation, workflow processes, and technology utilization. Identify opportunities for improvement and efficiency gains to enhance the overall customer journey.
2. Release Coordination: Collaborate with Go-To-Market (GTM) teams to understand upcoming product releases and their implications on various functions. Conduct thorough impact assessments to identify changes to documentation, help center content, and internal processes.
3. Journey Orchestration: Work closely with the Customer Experience Operations team to facilitate journey orchestration for engagement, enablement, and customer campaigns. Support the Customer Success organization in the definition, maintenance, adoption, and utilization of customer playbooks and customer lifecycle messaging.
4. Digital Adoption Platform: Administration and support of Veradigm’s digital adoption platform. Development and maintenance of modules for personalized in-product guidance and automation.
5. In-Product Messaging: Develop and execute targeted, in-product messaging strategies. Support calendar, account, and user lifecycle messaging to drive awareness, product adoption, and engagement.
6. Customer Success and Product Experience System Administration: Provide day-to-day support and administration for Veradigm’s Customer Success, Education, Customer Engagement, and Customer communication platforms. Collaborate with cross-functional teams to ensure seamless integration and utilization of these tools.
7. Performance Management: Define performance metrics and KPIs for the customer experience operations team, track performance against targets, and provide regular performance feedback to team members and leadership. Take proactive measures to address performance issues and drive continuous improvement.
8. Cross-Functional Collaboration: Collaborate closely with other departments, including marketing, product development, and all customer-facing teams, to align customer experience initiatives with broader organizational goals. Act as a liaison between the customer experience team and other departments to drive alignment and foster a customer-centric culture.
9. Customer Feedback Analysis: Analyze customer feedback, surveys, and other sources of customer data to identify trends, pain points, and opportunities for improvement. Use insights to inform strategic decisions and drive initiatives to enhance the overall customer experience.
10. Team Leadership: Lead, motivate, and develop a high-performing team of customer experience representatives, supervisors, and specialists. Provide guidance, coaching, and support to ensure team members achieve their goals and deliver outstanding service.
11. Quality Assurance: Establish and maintain quality standards for customer interactions, including phone calls, emails, chats, and social media interactions.
12. Implement quality monitoring programs, provide feedback, and drive continuous improvement initiatives to ensure consistent service excellence.
13. Training and Development: Develop and implement comprehensive training programs for new hires and ongoing training for existing team members. Ensure that team members are equipped with the skills, knowledge, and resources needed to deliver exceptional service and support.
14. Risk Management: Identify potential risks to customer satisfaction and retention, such as service disruptions, product issues, or operational inefficiencies. Develop and implement risk mitigation strategies to minimize the impact on customers and maintain high levels of satisfaction.

Qualifications:

• Bachelor's degree
• Minimum of 5 years of experience in customer experience management or operations, with at least 2 years in a leadership role.
• Strong leadership and people management skills, with a proven ability to motivate and develop teams.
• Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and influence stakeholders at all levels.
• Experience in developing and implementing operational processes and performance metrics.
• Proven track record of driving continuous improvement and delivering results in a fast-paced, dynamic environment.
• Knowledge of customer experience best practices, industry trends, and emerging technologies.
• Experience with CRM systems, learning management systems, customer messaging and feedback tools.

Enhancing Lives and Building Careers

Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network. Interested in learning more?

Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings.

We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19.

Visa Sponsorship is not offered for this position.

At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

Veradigm’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans

This is an official Veradigm Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site.

Thank you for reviewing this Veradigm opportunity. Does this look like a great match for your skill set? If so, scroll on down and tell us more about yourself!