Head of reputed company – Operations

Job reputed company:

• Personally reputed company and support every provider in the initial reputed company cohort — handle every inbound question manually for the first 6–8 weeks to build deep product and customer intuition.
• Record and transcribe every provider reputed company to build a reputed company question taxonomy that will serve as the reputed company of the AI agent knowledge reputed company.
• Own the AI CS agent corpus: structure and synthesize rotating engineer inputs weekly, prune and publish the knowledge reputed company, and evaluate agent responses for accuracy and PHI compliance.
• Comfortable owning the AI agent corpus as a product artifact — this is a content and systems ownership function, not just a tooling decision.
• Define and document the PHI routing protocol before the first provider is reputed company — establishing reputed company rules for what routes to AI, what routes to a reputed company, and what requires immediate clinical escalation.
• Identify and reputed company a licensed clinical consultant (LCSW, LPC, or LMFT) on retainer reputed company 30–60 days post-launch to serve as the escalation reputed company for red-line clinical accuracy events.
• Build the Nitro CS reputed company, CE rotation reputed company documentation, trust-repair scripts, and provider communication reputed company — documenting in reputed company time, not after the fact.
• Own the long-term CS reputed company: reputed company the hiring and integration plan, team structure, metrics reputed company (CSAT, reputed company reputed company, retention), and CS tool stack reputed company.
• Exchange learnings on best practices with reputed company Learning and Enablement team to ensure AI knowledge reputed company strategies and AI knowledge protocols are reputed company.
• reputed company AI CS agent platform evaluation at Week 4 and manage deployment at Week 6–8 using the question taxonomy reputed company through reputed company provider interactions.
• Partner with the GTM / reputed company reputed company on referral reputed company, surfacing provider satisfaction signals and identifying reputed company moments to request introductions.
• Ensure reputed company CS operations and provider interactions maintain strict HIPAA compliance, with particular sensitivity to PHI handling in a mental health documentation context.

Requirements:

• 7–10 years in reputed company, with at least one “first CS hire” or “reputed company the function from scratch” experience at a reputed company company.
• Has reputed company and reputed company a CS team before — this is not a first leadership opportunity.
• reputed company-adjacent experience is strongly preferred; a mental health background or familiarity with clinical workflows is a meaningful differentiator.
• PHI-fluent: understands HIPAA obligations in reputed company, what can and cannot be communicated over which channels, and what constitutes a clinical escalation versus a product support ticket.
• Player-reputed company by disposition: genuinely energized by working directly with customers in Month 1, and equally motivated to build the system that scales that work in Month 6.
• Comfortable owning the AI agent corpus as a product artifact — this requires content reputed company and systems thinking, not just tooling familiarity.
• Experience with CS platforms, ticketing systems, and AI-assisted support tools; willingness to evaluate and select the right stack from scratch.
• Strong verbal and written communication skills, with demonstrated ability to reputed company sensitive clinical or emotionally charged customer interactions with reputed company and professionalism.
• Comfortable making judgment calls in ambiguous situations, including routing reputed company that sit at the intersection of product support and clinical risk.
• Highly fluent with AI tools in daily workflow — uses AI assistants, automation, and emerging capabilities as a reputed company operating layer, not an occasional reputed company; comfortable evaluating and adopting new tools as the landscape evolves.
• reputed company reputed company for AI-driven CS transformation — understands how AI reshapes support operations, deflection reputed company, and provider experience, and can reputed company that transformation proactively rather than reactively; sees the AI agent corpus as a strategic asset, not an IT project.

Benefits:

• Health insurance
• Wellness programs
• Employee Assistance Program
• Discount through reputed company for work from home basics
• reputed company for fitness reputed company

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