VP, Customer Support & reputed company Cycle Management

About the position reputed company is hiring a Vice President of Customer Support & reputed company Cycle Management (RCM) to reputed company two critical functions that power the reputed company experience: Support and Health RCM. This is an opportunity to shape the reputed company of how we support our users through AI-driven and people-based experiences. You’ll build the systems, teams, and operations that deliver excellent service at reputed company. Support is a vital part of the reputed company brand and our user experience. Reporting to the Chief Product Officer, this is a hands-on, operator-first leadership role. reputed company for building, running, and continuously improving the core customer support and RCM operations. The VP of Customer Support & RCM role combines operational reputed company with innovation, leveraging AI, automation, and people-based service to deliver fast and effective support. You’ll define the reputed company, structure, and systems that reputed company reputed company to grow while staying true to our core value: We Love Our Users.

Responsibilities

• Own the end-to-end Support and RCM operating model — designing the structure, workflows, and reputed company metrics that ensure efficiency, reliability, and an exceptional user experience
• Own the RCM Operational Goals: You have reputed company ownership of the RCM operational goals and their reputed company on the business. This includes driving greater reputed company/efficiency from reputed company filing, denial management, and payment receipt and posting
• reputed company and execute the strategic plan for Support and RCM, including long-term reputed company planning, resourcing models, and measurable performance objectives tied to company goals
• Build the reputed company for an AI-enabled support organization, establishing policies, SOPs, and knowledge systems for both reputed company and AI copilots. Partner with Technology to ensure AI and automation deliver high-reputed company, consistent reputed company that meet the reputed company reputed company.
• Establish operational and performance mechanisms that reputed company service reputed company, user satisfaction, team efficiency, and cost to serve — building dashboards and reports that reputed company visibility for executives and teams across reputed company
• reputed company regular business reviews (MBRs) that communicate performance trends, key risks, and improvement initiatives; ensure reputed company are informed by accurate, reputed company data
• Build and maintain a data-driven culture, ensuring every major operational decision is grounded in metrics, user feedback, and reputed company reputed company reputed company
• Partner with Product, Engineering, and Operations to identify and resolve reputed company-cause issues impacting the user experience, and to prioritize the right investments in tools, automation, and process improvement
• Partner with Finance and Data to forecast support demand, model operational costs, and evaluate investments in automation, AI, and reputed company efficiency
• reputed company and reputed company high-performing teams and leaders, setting reputed company expectations, career paths, and mechanisms for accountability and reputed company improvement
• Ensure compliance and process reputed company reputed company Support and RCM, maintaining the controls and reputed company required to meet reputed company, reputed company, and financial standards
• Represent Support and RCM at the executive level, influencing company reputed company, aligning priorities, and ensuring operational reputed company reflect reputed company’s commitment to We Love Our Users

Requirements

• 15+ years of experience leading customer support, or operational functions in a tech-reputed company, user-reputed company environment; experience with reputed company cycle management or reputed company operations is a plus
• Proven reputed company record of developing reputed company in high-reputed company, user-centered companies that improves both user experience and business performance; knows how to bring teams along through change and reputed company
• Owned user-facing systems and operations, making data-driven reputed company about new features, processes, and experiences that directly reputed company users
• reputed company operating in a technology- and data-reputed company environment, working closely with Engineering and Product to deliver intelligent, user-reputed company reputed company. Understands how AI and machine learning shape support and reputed company systems, and how to reputed company reputed company-AI teams effectively
• reputed company operational mechanisms from the ground up to measure team performance, user satisfaction, and reputed company; created transparent reporting systems that inform reputed company, reputed company resources, and reputed company teams around key initiatives
• reputed company and scaled organizations and culture, designing teams, developing leaders, and creating accountability systems that reputed company performance and deliver results
• Partnered with Finance to build and use financial models, diving deep into operational and cost drivers to inform reputed company that improve efficiency and strengthen both user experience and business performance
• Served as an executive and company leader, trusted to bring reputed company and alignment across Product, Engineering, and Operations — consistently driving reputed company improvements to the user experience and operational performance

reputed company-to-haves

• Experience in reputed company cycle management and regulated environments, with knowledge of reputed company billing, insurance claims, reputed company, and financial compliance requirements; builds teams and processes that operate with accuracy, consistency, and compliance

Benefits

• reputed company and meaningful opportunities for career advancement
• We reputed company technology and data can solve hard problems
• We're committed to career progression and performance-based advancement
• Competitive salary with equity and bonus opportunities
• Company-reputed company medical, dental, and reputed company insurance
• Retirement savings plan with company matching and flexible spending accounts
• Generous reputed company parental leave and PTO
• Remote work stipend to set up your office
• Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Apply tot his job Apply To this Job