Customer Care Operations Manager (Hybrid)

Do you live, sleep, eat and breathe all things customer escalation and technical support? Do you learn quickly and want to help make a difference in the healthcare industry? Would you like to use your skills in a collaborative and fast-paced work environment?

If so, this may be the perfect role for you! Please review the details below and click "Apply" today if this role excites you as a potentially amazing fit!

Position Purpose:

The Customer Care Operations Manager leads the Customer Relations team and Customer Care Operations team by establishing and tracking metrics, developing processes, procedures and training in support of the team's organizational objectives. This role manages the operations of Customer Care, the Customer Care administrators, overall engagement with escalated customers, ensuring the de-escalation, ongoing satisfaction and resolution of AvaSure customer issues.

Education & Experience:

• Completed BA/ BS degree or enrolled in bachelor's degree program required.
• Minimum 5 years relevant work experience in services delivery, project management, and or management required.
• Experience in the health care or medical industry interacting with customer 'C' level management.
• Excellent communication skills, including issue tracking and crisis management.
• Troubleshooting experience.
• Working knowledge of IT implementations.
• Effectively communicate technical information to non-technical audiences.
• Strong presentation and relationship management skills.
• Good working knowledge of MS- Office and Reporting tools.
• Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
• Ability to navigate complexity and create collaborative, cross-functional solutions.
• Ability of working in a multi-functional organization.

Responsibilities & Essential Functions:

• Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
• Interface with leadership to develop cross-functional initiatives.
• Coordinate communication from AvaSure Leadership to Customer Relations/Support Team Representatives.
• Develop and implement troubleshooting processes and procedures for the Customer Relations/Technical Support Team.
• Coordinate the Development and Implementation of training programs for the Customer Relations/Technical Support Team Representatives.
• Develop metrics of success and customer feedback tracking for customer interactions with the Customer Relations/Technical Support Team.
• Develop and coordinate processes, procedures, and documentation for customer facing communications and correspondence.
• Support development of internal documentation including processes and procedures for data integrity.
• Establish, lead, and develop resource plans to support customer and Customer Relations. Technical Support team needs.
• Manage the RMA process, Remote Access Documentation, Customer Documentation and other operational needs of the Customer Care team.

Competencies & Work Style:

• Excellent communication and organizational skills.
• Comfort with engaging internal and external customers in a consultative manner.
• Ability to create and maintain positive customer relationships.
• Strategic thinking and implementation.
• Organizational Skills.
• Ethical Conduct.
• Leadership.

Supervisory Requirements

• Manage Customer Relations Technicians and Coordinators.
• Develop roles and responsibilities for the Customer Relations team.

Work Environment & Physical Demands:

• Must be able to sit for much of the workday with periodic walking and/or standing.
• Must be able to work in a home office/office environment
• Travel to US-based customer sites up to 15% of calendar year.
• This position is full-time.
• The position is remote within the U.S. when not traveling.

Benefits & Perks

• AvaSure sponsored Medical, Dental & Vision
• Safe Harbor 401K with Employer Matching up to 4%
• HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
• Flexible Time Off Plan & Paid Holidays
• Parental Leave
• Generous Tuition Assistance & Continuing Education Reimbursement available
• Employee Referral Bonus

Why AvaSure?

As the pioneer and expert in inpatient telehealth, AvaSure has provided safer environments for over 1 million patients, with over 50 million live monitoring hours. By continuing to reduce adverse events, and by optimizing workforce efficiencies for the nation's top health systems, AvaSure has consistently lowered the cost of care while providing safer, more efficient healthcare for everyone.

Diversity creates a healthier work environment: AvaSure is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.