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.