Director of Customer Operations

Scan

Scan

Customer Service, Operations
Jesup, GA, USA
Posted on Monday, May 27, 2024
We're Scan.com, the digital health scale-up that gives patients and physicians simpler, faster access to medical imaging.

At the heart of Scan.com lies a different way of doing things: empowering patients to make financially smart decisions, enabling live scheduling for patients and providers, and easing clinician workloads through AI. It's our mission to make medical scans accessible to all.

You'll be joining us at an exciting time - we've recently launched our physician marketplace product in the USA to great success, have raised over $60m in VC funding and are on track to grow over 300% in 2024.

WHAT YOU WILL BE GETTING INVOLVED IN:

We're seeking an exceptional operator to fill our Director of Customer Operations role for our Personal Injury division. You will be working closely with our co-founder and COO.

We have built a team of 30 within our operations team that manages in excess of 40,000 calls, 20,000 emails and several thousands of scans per month across a number of states. We're looking for someone who can sophisticate our Customer Operations to the highest level ensuring we deliver an incredible level of service in the most efficient way. If you are successful in this role, you will progress to the VP role as part of your development.

Your role will focus on our Personal Injury division. You will be primarily responsible for the strategy, structure, and performance of that strong 30+ operations team based in Atlanta, Georgia. You will be the key link between departments, ensuring the smooth roll-out of new products and services. As a fundamental part of your role, you will seek to deliver operational leverage, ensuring Scan.com operates at the highest efficiency level and improving essential patient & provider success metrics. You will also take the lead in strategizing and developing long-term plans that usher in new levels of productivity and success for the company.

Here are some of the types of things you could be getting involved in:

  • Develop the customer operations team, structure and processes to enhance team productivity and agility
  • Assist the COO & Co-founder in structuring the national Customer operations team for maximum performance
  • Establish yourself as a subject matter expert, implementing top-tier operational processes and practices
  • Standardize reporting, including dashboard optimization and data management
  • Monitor, plan, and analyze key operational metrics for timely task completion
  • Travelling to new markets to meet clients to understand their workflows
  • Leveraging AI to drive efficiency and more impactful customer interactions
  • Design and implement efficient operational processes
  • Manage the onboarding of all marketplace participants
  • Lead the US Customer Operations team and collaborate with other leaders to achieve operational excellence
  • Collaborate with the Product team to identify product gaps and improve efficiency and patient care
  • Identify skill requirements and potential leaders within your Operations team for scalability
  • Own the operational metrics, ensuring team adherence to critical deliverables
  • Co-lead HIPAA compliance across the organization
  • Implement new technologies to stay at the forefront of operational processes and service delivery
  • Work cross-functionally for the seamless delivery of Scan.com's services
  • Collaborate with the Head of Provider Management to meet key imaging center SLAs and network performance


THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST SIX MONTHS ARE:

  • Ensure we have the operational foundations to absorb 10x scale across multiple states
  • Help implement a metrics-focused culture designed around driving patient engagement and operational excellence
  • Assume reporting responsibility for 4-5 team leads and a broader team of 30 people
  • Identify areas for increased automation and efficiency as we scale, working closely with our data, product and engineering teams
  • Become a trusted #2 to the COO & Co-founder, leading the strategy and design of our operations team as we scale


WHAT YOU MIGHT BRING TO THE TABLE:

We strongly prefer an individual based in the Atlanta area, located next to our central operations hub in Sandy Springs. We believe that time in front of the team and absorbing information from the team is crucial to your success. You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value and that everyone should want to learn. However, these might be some of the ways you are currently adding value:

  • You have a track record of exceptional delivery within a regulated environment. Healthcare is a real plus!
  • You may also have experience in Personal Injury medical operations
  • You may have experience in running a large call-center operation
  • You index highly on people management and motivating teams
  • You have experience of leading transformational processes within businesses
  • You have a proven ability to motivate teams and retain the best talent
  • You have substantial experience delivering efficiencies and are a master of processes and implementation
  • You have experience with customer service platforms, such as Zendesk
  • You have experience with applying automation or AI to manual operational processes
  • You are an effective communicator who can coherently explain complex processes, bringing all organizational stakeholders along for the journey
  • You have a data-first mindset and are comfortable manipulating numbers
  • You are comfortable dealing with ambiguity and are not afraid to change your mind or challenge your previous assumptions based on new evidence
  • You have experience in organisational design and structuring teams to deliver patient care
  • You are familiar with service center metrics and key operational metrics
  • You are comfortable working at high speed while not compromising on execution quality
  • You are forward-looking and are constantly pushing yourself and your teams to identify improvements in processes


HOW WE WILL INTERVIEW YOU:

We keep our interview process short, and as a lean business, we can move through the stages quickly. Due to availability, there may be a change to the order of the interview process, but generally speaking, this is what you can expect:

  • Introductory call/interview with Clare, our VP of People. The call is usually via telephone (video if based in the US) and will last around 30 minutes
  • Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview and will deep dive into the role and technical needs
  • All of our roles will have a small assessment stage. This might be in person, a take-home assessment or further video calls. Length varies; however, we are mindful that you will have your own work to do and, therefore, try to keep it as simple as possible
  • Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call
  • Offer!


BENEFITS:

We divide this into the basics you should expect and the added benefits.

The basics:

  • Salary range of $175k - $200k + variable compensation
  • 401k
  • Healthcare, Vision and Dental
  • All the equipment needed for you to do your role effectively
  • Flexible working
  • Hybrid working options
  • Personal Development budgets
  • 18 days PTO

The benefits:

  • Equity
  • Wellness budget to spend via a partner platform


DIVERSITY AT SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

We look forward to receiving your application!