Director, Client Care Operations

Are you looking for a high energy, strategic, and fast-paced position as a Director, Client Care Operations?  Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements.  We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent.  Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!


• Flexible work environment with onsite and work from home options – you choose when you want to come into the office!


• Active Employee Resource Groups open to all employees!


• Comprehensive onboarding program – a great introduction to our company, customers and culture!


• Growth and career advancement opportunities!
  
  
  
  • Promotes internal mobility and career growth aligned with evolving business needs
  
  
  • Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  
  
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  
  
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees
  
  
  
  

The Director, Client Care Operations provides strategic and operational leadership for Client Care Operations including Customer Experience, Business Insights, Program Management, and Quality Management. This role leads operations and quality teams supporting Sales, Client Success, Support, and Professional Services to deliver scalable, high-quality customer experiences. The role is accountable for process optimization, quality management, data-driven decision making, and technology enablement across the Revenue organization.
 

WHAT YOU’LL BE DOING:

•   Oversee the day-to-day activities of the Client Care Operations and Quality Management teams 
•    Own and lead Quality Management across Sales, Client Success, Support, and Professional Services, including QA frameworks and coaching 
•    Develop and optimize processes to improve service delivery and customer journey at scale 
•    Drive digital customer experience strategy including automation and self-service 
•    Track and analyze KPIs; leverage data to drive continuous improvement 
•    Collaborate with cross-functional leaders across Revenue, Product, Marketing, and Client Care 
•    Lead program and project management initiatives and special projects 

YOU’VE GOT WHAT IT TAKES IF YOU HAVE/ARE: 

•    8+ years’ experience in operations, client success, or customer experience in a SaaS environment
•    3+ years people leadership experience
•    Bachelor’s Degree
•    Strong business acumen within customer success and revenue operations environments
•    Experience building and scaling Quality Management programs
•    Expertise in process design and operational scaling
•    Advanced analytical and critical thinking skills
•    Ability to influence cross-functional stakeholders
•    Proficiency with CRM, QA, and analytics tools

Relias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process.  If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please visit our career page for instructions. 

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters (close to the Raleigh/Durham airport) approximately 30/40 days/quarter.

Company: Relias LLC 

Country: United States of America 

State/Region: North Carolina 

City: Morrisville 

Postal Code: 27560 

Job ID: 289681