Director, Service Excellence

Evolent

About The Position

Evolent is looking to hire a Director of Service Excellence. This individual will serve on a central team within the customer organization focused on ensuring that we deliver best-in-class service to our customers. The director will be a key connection point into cross-functional teams, representing the customer team on key issues and initiatives representing multiple partners. The person in this role will be responsible for managing incident response, ensuring that we are addressing issues in a timely manner, monitoring outbound documents to facilitate clear and consistent messaging around our value and performance, leveraging internal SME’s to educate customer-facing teams on key initiatives that drive value, and ensuring that we are providing transparent and proactive communication to our customers.

Requirements

5+ years of experience in account management or client services role in digital health, healthcare, payer
Previous experience managing a team of direct reports
Strong track record of high client satisfaction, growth and retention
Strong verbal, written and presentation skills; ability to communicate clearly and influence internal and external stakeholders
Strong analytical skills; ability to understand data and present information accordingly
Experience working in a cross-functional capacity
Strong leadership and effective problem abilities; must be able to develop and grow relationships with executive leaders, and internal cross-functional teams
High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router.

Responsibilities

Manage voice of customer insight gathering through survey administration and customer specific primary research
Facilitate internal forums to promote alignment and accountability across internal teams (e.g., SLA timelines, product performance and value, data monitoring / platform issues, etc.)
Serve as the main customer point of contact for key initiatives with a focus on solutioning, streamlining processes and working cross-functionally to ensure timely execution
Coordinate customer communication (payer and provider) on key initiatives, projects, or issues/incidents that impact service delivery
Develop an “issue resolution” playbook, promoting consistent definitions of problem types and standardizing solutioning
Ensure SLA’s are maintained via a central database, instilling best practices for monitoring and managing across the customer org
Monitor internal issue ticketing system / reporting to ensure key customer issues are being addressed in a timely manner