Director, Customer Support at Wellframe

| Greater Boston Area
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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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • 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.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Task forces across the company work on meeting culture, best way to streamline communications and Health Equity.
Daily sync
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.
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Wellframe participates in diverse career fairs as well as provides anti-bias training for the company.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Restricted work hours
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
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
Home Office Stipend for Remote Employees
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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