Director, Customer Experience Operations- REMOTE

***This is a fully remote position.

Support a Team of Innovators

Veradigm offers provider practices a suite of easy-to-use healthcare provider solutions that help streamline clinical and financial workflows. We then deliver actionable insights to drive improved outcomes, reduce patients' out-of-pocket costs, and enhance patient understanding of their disease state and medication therapy.

Our healthcare provider solutions help practices to:

• Reduce the administrative burden associated with ever-changing regulatory and reimbursement requirements
• Improve practice financial performance and take advantage of the benefits of health information technology innovations
• Enhance patient satisfaction by reducing high costs and long wait times common to many prescriptions
• Get patients all their specialty medications faster and more easily

Job Summary:

Enhances the overall Customer Experience for Veradigm. Leads initiatives aimed at simplifying customer interactions and optimizing customer-facing teams' capabilities through data-driven insights. Oversees and directs the Customer Content & Education Team and Experience Operations Team. Develops and implements initiatives to simplify customer support programs, increase customer satisfaction, and enhance the effectiveness of customer-facing teams.

What you will contribute:

• Optimize Customer Satisfaction
  • Drive initiatives to streamline customer interactions and improve overall satisfaction.
  • Collaborate with cross-functional teams to integrate customer insights into systems and tools used by customer-facing teams.
  • Work towards enhancing the efficiency and effectiveness of customer support and service, making customer self-service simple and viable, from within and alongside our available channels of online, chat, and phone.
• 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.
• Customer Content & Education
  • Oversee the Customer Content & Education team to create comprehensive and user-friendly product documentation.
  • Ensure the development of help center articles, video content, and customer education courses and certification programs.
  • Develop reusable and modular content and education resources that can be easily integrated into AI models to enhance self-service capabilities for customers and internal teams.
• 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.
• Net Promoter Score (NPS) Management
  • Take ownership of the Net Promoter Score (NPS) for the company.
  • Track interaction-influenced and quarterly survey results to measure customer satisfaction.
  • Compile and analyze NPS data, defining and driving CX-focused improvements to boost overall NPS.
• Collaboration and Communication
  • Foster collaboration with Support, Success, Implementation, Marketing, Legal and Compliance, and Finance to ensure a cohesive Customer Experience strategy.
  • Communicate regularly with leadership to provide updates on CXO initiatives, results, and areas for improvement.
  • Work cross-functionally with GTM teams
• 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.
• 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.
• Digital Adoption Platform
  • Administration and support of Veradigm's digital adoption platform.
  • Development and maintenance of modules for personalized in-product guidance and automation.

The ideal candidate will have:

• Bachelor's Degree or equivalent Technical / Business experience (Required)
• Master's Degree or equivalent Technical / Business experience (preferred)
• 15+ years relevant work experience (preferred)
• 7+ years relevant leadership experience including responsibility for organizational objectives and measurements (preferred)
• Up to 15% travel may be required.

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.

Veradigm' 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. 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

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