Hybrid Director, Customer Operations

at Smart Care

• Job title: Director, Customer Operations
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Fishers, United States

About the role

• Director of Customer Operations at Smart Care overseeing major account setups and project implementations. Ensuring customer success and operational excellence across internal departments and communication facilitation.

Responsibilities

• 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