VP, Client Services

📋 Description

• Own the 3-year strategic vision and roadmap for the Care Navigator Team.
• Leverage data, predictive analytics, and insights to improve quality and CX.
• Establish and scale service excellence frameworks and lean KPIs.
• Drive margin through cost optimization, forecasting, and AI enablement.
• Partner with Commercial, Clinical, Product, and Tech for launches.
• Foster transparent, accountable culture with data-driven decisions.

🎯 Requirements

• 15+ years of leadership in servicing and operations, incl healthcare SaaS
• Led large-scale service transformations (SaaS, operating models)
• Deep experience with BI, analytics, performance-management systems
• Strong background in lean, continuous improvement
• Lead through influence and translate strategy into results
• Proven track record integrating AI/LLMs or automation into contact centers

🎁 Benefits

• Comprehensive healthcare coverage (medical, dental, vision)
• Lyra for Lyrians; coaching and therapy services
• Equity via discretionary restricted stock units
• Generous paid time off and company holidays
• Paid parental leave
• 401K retirement benefits