Head of Operations & Client Experience
Job Description
About Our Client
At a growing organization focused on accessibility, the belief is that everyone deserves the opportunity to make their own choices and shape their story, regardless of disability. The mission is to enhance the quality of life for adults with developmental disabilities through simplicity and choice.
Founded in 2020 and supported by the Stanford Innovation Fellowship, the organization employs technology to create personalized care plans and connect neurodivergent clients with virtual Navigators who assist in managing their benefits. Last year, hundreds of individuals were supported in accessing life-changing services, with plans to quadruple the impact in the coming year.
What You’ll Do
The team is eager to scale in order to meet the needs of a growing client base and is seeking a passionate, seasoned leader to expand operations and deliver exceptional customer experiences. This role is central to ensuring that operational processes run smoothly while maintaining an excellent, client-focused experience across all touchpoints. The Head of Operations and Client Experience will also manage the internal Navigator team and corresponding technology to support planned growth in the coming year.
Responsibilities
– Lead the Navigator team and develop organizational infrastructure to support tripling growth in 2025.
– Optimize the client experience from initial contact through ongoing care, ensuring a smooth, compassionate, and efficient journey.
– Define and implement operational strategies, processes, and tools for the Navigator team, focusing on business systems that enhance efficiency.
– Collaborate with the Navigator Manager(s) to manage client escalations, collect feedback through surveys or follow-up calls, and utilize insights to improve the client experience.
– Partner with department leaders (e.g., Product, HR, Marketing) to ensure a cohesive client care approach aligned with strategic goals and explore opportunities for new or enhanced services.
– Oversee training programs for Navigators, ensuring they stay updated on procedures, tools, and best practices in client service and the disability space.
– Monitor team performance, set and track KPIs for client experience and operational efficiency, and implement corrective actions when necessary.
– Provide regular updates to leadership on KPIs, progress on strategic initiatives, and operational challenges or opportunities.
– Stay current on trends, technologies, and best practices in healthcare operations and client experience, integrating relevant innovations into the organization.
What You’ll Bring
– Bachelor’s Degree and/or equivalent work experience (required)
– Alignment with the mission and values of person-centered care, grit, collaboration, and empathy
– Strong Operations and/or Customer Success experience (preferably both)
– Demonstrated experience building strong systems and problem-solving in a fast-paced, quickly-growing environment
– Metrics-driven approach
– Default to action and execution
– Startup Experience
Benefits and Perks
– Diverse and inclusive culture
– Competitive salaries + bonuses
– Ability to work from home
– Gold standard health, vision, and dental insurance
– 401(k)
– 14 Paid Time Off (PTO) days per year
– 7 sick or flex days per year
Salary Range:
+/– $180,000 plus equity.