Kalon Executive Search for Health and Wellness

Director

• Own the day-to-day relationship between Soda Health and both our issuing bank and our payment processor, acting as their primary point of contact for all matters.
• Execute highly strategic large-scale financial integration projects that involve multiple high-profile external partners. Ensure all relevant stakeholders both internally and externally receive timely and accurate information regarding project status, risks, timelines, etc.
• Own critical pieces of implementation for new card programs, including: Conducting Know Your Business (KYB) / Due Diligence for new programs and ensuring Anti-Money Laundering (AML) Compliance.
• Establishing payment flows (some novel) for new programs and ensuring all necessary configurations and documentation are in place with our bank and processor.
• Navigating agency review processes for government programs.
• Obtaining all necessary approvals for program launch
• Manage external relationships with clients and vendor partners at an A+ level and maintain flawless execution of ongoing operational functions, including: Vendor / Issue Management, Fraud Investigations, Dispute Management, Collections and Recovery, Collateral Review.
• Maintain crisp internal and external process documentation, as well as hyper-organized client documentation (collateral, regulatory forms, approvals, etc.).
• Establish strong relationships with internal stakeholders, including Product, Engineering, Account Management, Implementation, Legal & Compliance, Finance, and other key business partners. Act as a liaison between these groups and ensure comprehensive and timely communication of projects to all relevant stakeholders.
• Gain a deep understanding of Soda Health’s existing tools and program management infrastructure, which will allow you to develop strategies to improve our program efficiency, drive the implementation of new solutions, and ensure updated processes are aligned with internal stakeholders and external partners.
• Act as a key thought partner with Product and Engineering to ensure new roadmap items are scoped appropriately with buy-in from our bank and processor to enable operational excellence when delivered.

Senior Manager/Associate Director, Merchants & Payments

Manager

• As Associate Manager of New Markets, you will forge paths and build the infrastructure required to expand both solutions and populations we serve at Soda Health.
• Work directly with senior leadership to develop advocates for Soda Health, identify emerging business opportunities, and provide strategies to align key stakeholders within healthcare, government and related industry partners.
• Establish and maintain the required infrastructure to monitor federal and state legislative and regulatory policy actions.
• Collaborate with internal departments to ensure messaging regarding key legislative and regulatory actions are developed for external audiences.
• Identify, develop and maintain relationships with subject matter experts and industry partners to support efforts to achieve market leadership through innovation and best-in-class solutions.
• Develop and maintain a CRM database of key contacts and stakeholders among identified industry cohorts.
• Contribute to the development of policy and communication strategies to advance the organization’s priorities and goals.

Associate Manager, New Markets

Customer Success Manager

• Lead design and management of processes that impact all Soda Health customers to drive a smooth customer experience
• Drive the efficiency and effectiveness of customer success workflows and streamline processes
• Partner with Account Management and cross-functional teams to identify opportunities for automation and empower customers to use the product optimally
• Oversee the design and management of an intuitive, effective, and efficient ticketing process for customer and member needs and complaints
• Facilitate member outreach directly or through Soda Health Customer Care Team to address member concerns
• Utilize ticketing insights to anticipate and problem solve customer pain points and risks
• Develop and maintain a repository of customer-facing training and enablement resources to support effective product use
• Deliver training to customers throughout the contract term, notably in advance of and at launch
• Share product release notes with customers on a regular cadence and generate supporting materials as needed
• Manage relationships and expectations with Soda Health Customer Success Team vendor partners

Analyst

• Reporting to the Associate Director, Merchants and Payments, you will own processes that ensure our merchant partner integrations perform at the highest possible level and be the on-the-ground source of truth for Soda Health transactions across our retail network.
• Execute rigorous in-store testing across Soda Health’s retail network to ensure that card transactions are functioning as intended; testing will be conducted in-person at new retailers being added to Soda Health’s network as well as existing retailers (regression testing). Up to ~50% travel will be required.
• Create, manage, and execute against all merchant testing plans.
• Define and implement processes to clearly record, analyze, and socialize all merchant testing results.
• Own and manage Soda Health’s testing function including establishing methodologies, leading the in-person testing, and providing objective feedback to internal and external stakeholders.
• Execute other internal initiatives that will shape Soda Health’s item categorization taxonomy and spend restriction profiles.
• Collaborate cross-functionally with the Product, Engineering, Member Experience, and Customer Care teams on various internal initiatives.

Integrations Analyst, Merchants and Payments

• Soda Health is a technology company that administers Smart Benefits to connect people to products and services that improve health outcomes
• Obsess over creating seamless, holistic, delightful experiences for members across physical, digital, and telephony channels
• Develop and execute innovative, ROI-positive programs that enhance the member experience
• Collaborate with product, engineering, customer care, account management, implementation, operations, and finance to ensure program alignment and effectiveness
• Develop and maintain relationships with key stakeholders, external partners, and vendors
• Develop and apply templates for consistent communications across CMS, consumer engagement platforms, PowerPoint, Miro, and other platforms
• Develop and track highly versioned materials across key customers and plan types
• Manage inventory estimates and materials ordering
• Lead collateral review and coordinate internal and state reviews with partners
• Partner with teams to identify gaps in Member Experience and improvement opportunities across channels
• Maintain project documentation, schedules, status updates, and review documentation for stakeholders and implementation teams
• Conduct research and analysis of consumer behavior and market trends to inform engagement strategies

Senior Manager/Associate Director, Merchants & Payments

Associate Manager, New Markets

Customer Success Manager

Integrations Analyst, Merchants and Payments

Member Experience Manager