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.

Role Overview

The Director, Customer Support will lead the day-to-day operations and management of the Wellframe Customer Support team, which is part of the Customer Operations team within Customer Success. The Customer Support team supports Wellframe-provided services for customer staff, user support, and patient engagement. This individual will oversee the team that is responsible for our end-user onboarding, support, and coaching functions. The Director, Customer Support will guide the team that works directly with patients and clinicians who use the Wellframe platform (mobile app and web-based dashboard) and will also be responsible for continuing to mature our existing service lines, as well as identifying opportunities to test and deliver new services.

Areas of Responsibility:

• Manage all staff, resources, and processes needed to support Wellframe’s Service Level Agreements (SLAs) and support services across all stages of the client lifecycle including:
• Manage the Services team to provide a consistently outstanding customer service experience.
• Monitor team performance through continual analysis of data, including operational metrics and program evaluation.
• Synthesize requirements and identify user needs across clients to develop “service as a product” at Wellframe and forecast areas of growth.
• Develop the tools and organizational infrastructure needed to manage diverse workflows, operating protocols, quality assurance evaluations, and risk assessments.
• Quickly identify and communicate potential risks as they emerge that may impact client success, team performance, product stability, or information privacy and security.
• Work across Wellframe teams to stay ahead of new feature launches, experiments, and other changes that might impact customers, while also providing proactive communication and insights into our end users.
• Work closely with the Wellframe Customer Success team to execute strategic plans for organic growth with clients and to meet client and Wellframe goals.
• Vendor management for user support technology and services.
• Mentor and develop Services team; lead recruitment efforts in conjunction with monitoring staff caseloads and coverage requirements.

Internal management & coordination:

• Manage the tracking and analysis of multiple projects and their key performance indicators, tasks, and milestones, while also remediating possible or current issues, risks, overflows, deficits, as well as recommended solutions.
• Develop and facilitate process and performance improvement initiatives, including establishing and tracking Key Performance Indicators (KPIs).
• Manage and lead cross functional teams on resource planning, availability, and allocation according to projects pipeline.
• Lead, manage, and develop a best-in-class Customer Support team.
• Own team capacity planning and staffing assignments.
•  Set goals for the Services team and be accountable for achieving team metrics.
• Leverage client data, internal retrospectives, and user feedback to share insights to support Wellframe’s product and service innovation

Education, Experience, & Skills Required:

• Bachelor's degree.
• 8+ years of related experience managing service operations, including 4+ years of experience in a management capacity.
• Background in software support services, preferably with experience managing vendors and scaling teams across sites and timezones; experience with Zendesk and HIPAA a plus.
• Excellent project management skills, organization, and attention to detail; experience in process creation, management, and establishing protocols is required.
• Experience using data to build strategic recommendations, illustrate program performance and identify opportunities for improvement and efficiencies.
• Experience creating, managing, and monitoring Customer SLAs is a must.
• Exceptional written, verbal, and presentation skills

Behaviors & Traits Required:

• Natural leader with strong relationship building skills to partner with clients and lead internal teams.
• Accountable, proactive, and thoughtful with high attention to detail and strong strategic and analytical problem-solving capability.
• Proven ability to ascertain client and end user needs through active listening skills, and consultatively work with clients to achieve business objectives.
• Understanding of the strategic implications of internal and external decisions and details; skilled at navigating teams toward a recommended path.
• Clear understanding of payer, provider, and other key stakeholders in the healthcare market landscape.
• Work style that reflects Wellframe’s Core Values of Tenacity, Collaboration, and Humility.
• A “people person” with unflagging patience and empathy for our end users and line of sight on how to improve their experience using the Wellframe platform and improve outcomes for our client organizations.

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.