Chief Operating Officer - Healthcare

About the role

We are seeking a highly skilled and accomplished Chief Operating Officer to join our organization. Reporting to the President and CEO, the Chief Operating Officer is a strategic and visionary role responsible for designing and maintaining service excellence for our clients and members. This role involves developing and executing Key Performance Indicators and a service architecture that supports the current organization and our growth goals. The Chief Operating Officer will build and lead high-performing teams, foster a culture of excellence in Service operations, and collaborate with members of the management team to showcase the value of Health Advocate Services and their corresponding member impacts.

This position is remote (work from home) by design, but travel to the Headquarters (Plymouth Meeting, PA) to meet with clients and the executive management team may be required periodically. Additionally, the position may require travel to client or prospective client locations with advance notice.

Essential physical functions of the job include typing, attending online virtual meetings, and other phone calls and individual meetings throughout the workday. Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the workday. The company is nimble and innovative; special projects (often with compressed timelines) and additional duties may be required to support the growth of the business.

Responsibilities

• Develop and lead the enhancement of our existing service model, aligning it with the company's vision and strategic imperatives.
• Drive innovation by implementing cutting-edge and cost-effective service tools to enhance customer experience.
• Champion the development of meaningful Key Performance Indicators (KPIs), building and maintaining a culture of innovation and data-driven decision-making.
• Identify and prioritize opportunities that drive business growth and operational efficiency.
• Define and execute the roadmap for Service improvements, developing compelling business cases that include budget, personnel, and infrastructure requirements.
• Build and lead high-performing Service teams, fostering collaboration and upskilling personnel to grow within the roles for future growth.
• Collaborate with all levels of personnel and management to ensure initiatives supported fit business and employee needs.
• Continually strive to improve delivery service, differentiate ourselves in the market, and position ourselves as the leader in health solutions within our industry.
• Stay informed about the latest CX technologies, trends, and market demands, assessing their suitability for the business and forming strategic partnerships.
• Develop an enhanced service strategy aligned with the company's overall vision and objectives.
• Partner with internal resources to identify and prioritize opportunities that can drive business growth and operational efficiency.
• Regularly communicate the progress, impact, and benefits of Service initiatives to stakeholders at various levels of the organization.
• Build and lead a high-performing service team, including various skill sets and backgrounds, to optimize outcomes.
• Foster a collaborative and inclusive team environment that encourages innovation and knowledge sharing.
• Develop and implement an upskilling program to continually develop staff to enable growth in expanding service offerings and optimizing results.
• Identify high-impact, low-investment service initiatives that can deliver tangible value to the business.
• Explore opportunities for third-party acceleration, leveraging pre-existing service tools.
• Develop and implement a robust framework for measuring and tracking Key Performance Indicators (KPIs).
• Analyze and interpret KPI data to provide actionable insights and recommendations for improving service strategies and performance.
• Collaborate with marketing and sales teams to effectively showcase the value and capabilities of Health Advocate solutions.
• Provide subject matter expertise and guidance to ensure accurate representation of Health Advocate solutions in marketing and sales initiatives.
• Stay abreast of the latest Service technologies, tools, and trends.
• Assess the suitability and applicability of service technologies for various business functions and processes and proactively present opportunities to the business.
• Oversee the implementation and integration of third-party solutions, collaborating with cross-functional teams and external partners.
• Stay informed about the latest advancements in service technologies, frameworks, industry trends, and market demands to ensure our service results remain competitive and aligned with customer expectations.
• Continuously monitor competitors' service capabilities to ensure we remain best-in-class and have market-differentiating capabilities.

Requirements

• Bachelor’s Degree required, Master’s Degree preferred.
• Demonstrated track record of driving successful service transformations and delivering tangible business outcomes.
• Proven experience (at least 8-10 years) in leading Service initiatives, including strategy development and implementation, preferably in a large-scale organization.
• Strong business acumen and ability to align service strategies with organizational goals and market trends.
• Excellent leadership and people management skills, with the ability to inspire and motivate teams with various levels of experience.
• Excellent communication and stakeholder management skills, with the ability to effectively communicate complex concepts to both technical and non-technical audiences.
• Strong problem-solving and analytical thinking abilities, with a keen attention to detail.
• Adaptability and a passion for staying at the forefront of service delivery and advancements.

By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.