Sr. Operations Project Manager, Client Success

$92,000 - $104,500/Yr

Collective Health - San Francisco, CA

Full-time - Mid Level

Hybrid - San Francisco, CA

Ambulatory Health Care Services

About the position

As a Senior Operations Project Manager of Operational Excellence at Collective Health, you will play a pivotal role in enhancing the client experience and operational efficiency within the Client Success team. This position is designed for individuals who are passionate about transforming healthcare and are eager to contribute to a team that is dedicated to streamlining processes and optimizing workflows. You will be responsible for leading projects that focus on creating an exceptional client experience, which includes managing processes, communications, resources, and governance of Client Success programs. Your work will directly impact the scalability of our operations and the reputation of Collective Health in the market. In this role, you will drive standardized processes, protocols, and documentation to ensure that our clients receive the highest level of service. You will support the creation of training materials and resources that standardize processes across the Client Success Relationship Management team. Additionally, you will collaborate with cross-functional teams, including Product, Marketing, Sales, Legal, and Analytics, to enhance the overall client experience. Your ability to escalate process improvement needs to Client Success leadership and develop thoughtful solutions will be crucial in this position. You will also develop strategic approaches to client communication by partnering with the Client Marketing team and dive into hot topics to improve clarity and knowledge management within the Relationship Management team. This role requires a proactive approach to managing complex processes and projects in a matrixed environment, making recommendations even with incomplete information, and leading initiatives from ideation through implementation to final execution.

Responsibilities

• Drive standardized processes, protocols, and documentation to enable an excellent client experience through exceptional relationship management.
• Support the creation of training materials, resources, and knowledge base to standardize processes across the CS Relationship Management team.
• Support cross-functional process improvement efforts to enhance our overall client experience — working closely with Product, Marketing, Sales, Legal and Analytics teams.
• Escalate process improvement needs to Client Success leadership and develop thoughtful solutions.
• Develop strategic approaches to client communication by partnering with Client Marketing team.
• Dive into hot topics to improve clarity and knowledge management of the Relationship Management team.
• Partner closely with key stakeholders: CS Leadership team, Operational leadership, Analytics, Marketing, and Product.

Requirements

• Experience managing complex processes and projects, in a matrixed environment.
• Ability to make progress and recommendations with incomplete information.
• Strong conceptual and problem solving abilities that enable end-to-end process improvements.
• Experience training teams and managing knowledge management content.
• Excellent verbal, written and interpersonal communication skills.
• Experience with external communications, including to clients.
• Experience leading initiatives from ideation, through implementation, and on to final execution by coordinating and project managing complex process projects.
• Bachelor's degree or equivalent experience in a relevant field.

Nice-to-haves

• Self-motivated and intellectually curious.
• Attention to detail and critical thinking skills.
• Ability to question the status quo in a constructive manner.
• Commitment to teamwork and collaboration.
• Enthusiasm for working in a fast-growing environment.

Benefits

• Health insurance
• 401k
• Paid time off
• Stock options