Director, Customer Center of Excellence

| Greater Boston Area
At Wellframe, we reimagine healthcare relationships through a new approach that uses high-tech to deliver the high-touch support people need, when and where they need it. We call it Digital Health Management. Our comprehensive suite of Digital Health Management solutions for care management, advocacy, and navigation help organizations forge more meaningful connections with members, across their healthcare journey. 
Wellframe was founded to counter a pressing industry problem: the healthcare system has struggled to find ways to support people in between care settings, at scale. We believe health plans are in the best position to advocate for their members as they navigate their health and care, but know that technology alone can’t help us achieve this ambition. That’s why our team of physicians, clinicians, public health experts, data scientists, engineers, and healthcare industry experts ensure our patented technology works in service of the person-to-person connections that make healthcare work best.
The Director, Customer Center of Excellence for the Customer Organization will be focused on scaling the customer delivery and customer engagement to achieve a sustainable service model while maintaining the service standards that make Wellframe the partner that it is to our clients. The role will focus on building tools and processes to maximize efficiencies, models for service delivery, and handoffs around said service delivery models. A successful Director of Customer COE will drive measurable improvements for the Customer team while also building a scalable, repeatable delivery model. This individual must excel at pulling together cross-functional teams as all the work efforts cannot succeed without the participation, support, and partnership of teams within and beyond the Customer team.
Areas of Responsibility: 

Center of Excellence

  • Set prioritization for enhancement of tools, processes, methodologies, and standard operating procedures (SOPs)
  • Perform periodic assessments to understand efficiency needs
  • Build a knowledge center of key IP, methodologies, templates, and best practices along with a methodology to “harvest” the current best practices, IP, tools, etc.
  • Work closely with the Product team to define the requirements to allow the organization to scale and root out inefficiencies
  • Build a financially sound service delivery model, focusing on distinct staffing models and on client-level costs and revenues
  • Work closely with the Growth and Product Marketing teams to ensure standardization of and ability to deliver on service components in proposals and contracts

Tools and Processes

  • Evaluate existing customer processes and identify areas of inefficiencies and opportunities for improvements
  • Develop standard operating procedures and maintain departmental systems and tools, and maintain tools 
  • Conduct ongoing analyses to continually evaluate performance and impact of tools
  • Work closely with the Product team to define the requirements to allow the organization to scale and root out inefficiencies

Support the build of a financially sound service delivery model

  • Focus on client-level costs and revenues
  • Conduct time analyses and evaluate time tracking tools 
  • Work with leadership to evaluate staffing models based on client types and characteristics
  • Partner with Finance and Business Operations

Standardize service components in proposals and contracts

  • Establish processes for review of service and delivery components of proposals and SOWs
  • Ensure proposed components can be successfully delivered by the Customer team
  • Work closely with the Growth and Product Marketing teams

Experience, & Skills:

  • 10+ years of experience in client delivery, operations and project management, and team scaling in product companies
  • Healthcare experience is required
  • Master’s Degree preferred
  • Experience driving change and implementing best practices in a matrix organization
  • Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
  • Ability to develop strategy and drive towards execution
  • Strong cost and financial modeling experience
  • Experience in creating centers of excellence, PMOs, knowledge centers

Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.
This posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee and any percentages listed are approximate. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
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    • ReactLibraries
    • SparkFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

Located in the Seaport, we are a short walk from South Station and surrounded by great lunch spots and coffee shops.

An Insider's view of Wellframe

What are some social events your company does?

Wellframe’s social events go beyond the regular happy hours (which we also do). Earlier this week, my team went bowling; with the Women of Wellframe group, we watched Ocean’s 8 together and have a potluck picnic coming up; and later this summer, we’ll all indulge in a beach day. It’s all made me feel a part of the company even as a new member.

Fabiola

Client Operations Associate

What's the biggest problem your team is solving?

Wellframe's engineering team is passionate about blending data, cutting edge technologies and security to build products that have a direct positive impact on patients' quality of life. To that end, we are currently designing the next generation of our architecture while expanding our infrastructure.

Mohammad

CTO

What is your vision for the company?

We see an opportunity over the coming years to work with more and more organizations that allow us to impact more patients more profoundly, and so we are investing a lot to not only grow commercially and bring on more clients and new partnerships, but to take on more ownership over helping our partners engage more with their patients or members.

Jake

President & CEO, Co-Founder

What makes someone successful on your team?

Tenacity: We go the extra mile to make our partners successful and inspire each other with our thirst for excellence.
Collaboration: We work constructively across disciplines to solve hard problems together.
Humility: We are never finished learning and growing, and we value the perspective and experiences of those around us.

Evan

Senior Director of People & Culture

What are Wellframe Perks + Benefits

Wellframe Benefits Overview

Wellframe recognizes that an employee benefits program is necessary for the health and well-being of our employees and their families. We are pleased to offer our employees one of the most competitive and comprehensive benefits packages in the industry.

Culture
Volunteer in local community
Wellframe participates in quarterly volunteer activities. In the past we've volunteered at More than Words, Community Servings, Boston Healthcare for the Homeless and West End Boys and Girls Club.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Interview training is conducted at Wellframe 1-2 a year to minimize bias in the interview process.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Twice a week in-office lunches
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Wellframe hosts Lunch and Learns once a month.
Cross functional training encouraged
Promote from within
Online course subscriptions available
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