Director, Customer Operations
Smart Care
full-time
Posted on:
Location Type: Hybrid
Location: Fishers • Minnesota • United States
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Job Level
About the role
- Own and manage the end-to-end new customer setup process for major accounts, ensuring all necessary internal and external systems, contracts, portals, and services are correctly configured.
- Serve as the primary operational liaison and point of contact for the Major Accounts team, facilitating communication and issue resolution between customer-facing teams and internal departments.
- Proactively monitor and track all open operational issues and requests for major accounts, driving them to timely and satisfactory resolution.
- Coordinate and manage specific customer projects
- Identify, document, and recommend improvements to existing operational procedures to enhance efficiency and the major account customer experience.
- Maintain comprehensive knowledge of our service offerings and supporting internal systems.
Requirements
- 5+ years of successful experience in Operations Support, Project Coordination, or a similar role focused on driving customer operational success and internal process efficiency.
- Excellent oral and written communication skills
- Strong problem-solving skills along with a high level of attention to detail
- Comfort using business intelligence (BI) software to analyze customer trends and needs
- Effective prioritization and time management with a demonstrated sense of urgency
- Operational process knowledge with solid skills in internal coordination and cross-functional team collaboration
- Capacity to influence others’ behavior through persuasive presentations, effective customer relationship development, facilitation, training, and development
- Results-oriented, setting and pursuing aggressive goals, demonstrating a strong commitment to organizational success, and leveraging resources to accomplish his/her priorities
- Adept at grasping, understanding, and articulating divisional/company vision
- Comfortable managing under pressure and able to successfully multitask and prioritize
- Passion to win and motivate a diverse team
- Experience with Microsoft Office 365 tools and Sigma is a definite plus
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operations supportproject coordinationbusiness intelligence (BI) softwareinternal coordinationcross-functional team collaborationoperational process knowledgecustomer operational successprocess efficiencyproblem-solvingattention to detail
Soft Skills
oral communicationwritten communicationprioritizationtime managementinfluencingpersuasive presentationscustomer relationship developmentfacilitationtrainingmotivation