Customer Operations Manager

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want and to enable healthcare facilities to meet their talent needs.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We have been named one of YC’s Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about the culture at Clipboard Health, take a look at our culture hub here.

Overview:

The Customer Operations Leader is responsible for maintaining and improving the efficiency and productivity of Marketplace Operations. Success in this position will be measured by your ability to manage and improve our people, processes, and technology systems in order to best respond to our customer’s needs quickly and accurately. You will be in charge of leading a large, international team of customer operations representatives that services thousands of customers every day. Your efforts will be instrumental in defining new standards for Marketplace Operations at Clipboard Health. 

Responsibilities:

1. Hold Marketplace Operations team members accountable to uncomfortably high standards of productivity and efficiency, as measured by both process and outcome metrics
2. Provide weekly feedback to direct reports that meet Clipboard Health standards for quality feedback
3. Proactively identify operational inefficiencies within the Marketplace Operations team and surface opportunities for improvements 

• Draft new SOPs, update team guidance, train team members, and assist with writing critical team documents to solve discovered problems 
• Coordinate with Marketplace Operations team to lead and implement process improvements and policy updates

1. Monitor key operational metrics and troubleshoot issues as they arise

• Queue volumes
• Average handling times
• First response times
• First resolution times 
• Agent productivity 

1. Oversee headcount and manage schedules based on anticipated demand volumes

• Create accurate forecasting models 
• Propose cuts/additions to headcount per these forecasts

1. Collaborate with Marketplace Operations Leaders to create and implement a standard performance plans

• Standard ramp-up period for new hires
• Key productivity metrics and timelines 
• Interventions if target productivity metrics are not hit 
• Clear termination criteria

1. Manage personnel and scheduling requests for Marketplace Operations direct reports  
2. Delegate specific responsibilities to team members as appropriate 

• Track how well these individuals are doing at the assigned tasks

1. Run Weekly Business Review meetings
2. Attend weekly Marketplace Operations Leadership meetings 

Must haves:

• Excellent management skills; effective at leading a team of 10-15 customer support representatives; holds direct reports accountable to high standards; comfortable making difficult decisions in the face of ambiguity; conducts efficient and effective meetings  
• Ability to defect hunt operational inefficiencies and find root cause problems; propose and implement processes improvements that address these problems 
• Exercises sound judgment when solving complex customer cases; logic grounded in enterprise-level goals and values   
• Comfortable communicating and coordinating efforts across stakeholders at various levels and positions across CBH
• Adept at giving specific, relevant, and actionable feedback
• Skilled at basic data analyses, including multivariable regression, hypothesis testing, and service line optimization 
• Excellent written and verbal communication skills; ability to deeply empathize and communicate with Clipboard’s customers 
• Embodies the Clipboard Health values of Ownership, Initiative, and High Standards 

Other expectations:

Given the close collaboration required between this position and Customer Operations leadership, this position must spend a minimum of 75% of their working hours between 9am-5pm PST.