Associate Director, Customer Operations

The Associate Director, Customer Operations (Purewick) is responsible for supporting direct to consumer operations ensuring quality service and care to our customers including patients, healthcare provider(HCP), and insurance payers.
This business unit engages with a variety of stakeholders that range from B2B2C and leverages omni-channels to drive awareness, engagement, conversion, and retention of our customers.
RESPONSIBILITIES
• Manage the Customer Service Team and deliver department short and long-term goals and objectives with close collaboration with upstream corporate strategy and marketing initiatives
• Implements monthly, quarterly and annual focused sales operations plans in support of overall organizational strategy and objectives including team and individual goals
• Facilitate the creation and implementation of call center procedures and policies in conjunction with compliance and technology. Identify, manage, and report daily, monthly, and annual sales targets, KPI’s , and anticipated outcomes of the reporting metrics.
• Recruit, cultivate and develop high performing team members. Provide supervision, monitoring and performance feedback.
• Monitor and measure the daily activities of all business unit operations to ensure tasks are being completed in a timely manner and handled according to the standards and guidance we have defined
• Identify best practices and process improvements and opportunities to reduce costs, improve efficiency and enhance customer experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

EDUCATION
• Bachelor’s degree required with a focus in Business, Marketing, Life Sciences, or a closely related discipline preferred. MBA is preferred.
EXPERIENCE
• Minimum 8 years’ call center, customer service, or direct to consumer experience required including DME- durable medical equipment - experience in the healthcare industry!
• Minimum 5 years’ experience in a supervisory role for a customer service team required, preferably in the field of healthcare.
• Excellent interpersonal skills and ability to develop strong relationships with customers and business partners required.
• Analytic and reporting skills required using tools such as Excel, Tableau, Power BI for reports. Experience with the use of Salesforce preferred or comparable CRM and billing software including familiarity Microsoft Office Suite required - must be proficient in Excel!
• Attention to detail, excellent data entry, and proofreading skills required.

• Bilingual Spanish with written and spoken proficiency a plus.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.