Customer Operations Team Lead

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 Team Lead 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

• Coordinate with Marketplace Operations team to lead and implement process improvements and policy updates
• Agent productivity
• Manage personnel and scheduling requests for Marketplace Operations direct reports
• Standard ramp-up period for new hires
• Create accurate forecasting models
• Provide weekly feedback to direct reports that meet Clipboard Health standards for quality feedback
• Clear termination criteria
• First response times
• First resolution times
• Interventions if target productivity metrics are not hit
• Collaborate with Marketplace Operations Leaders to create and implement a standard performance plans
• Key productivity metrics and timelines
• Proactively identify operational inefficiencies within the Marketplace Operations team and surface opportunities for improvements
• Average handling times
• Track how well these individuals are doing at the assigned tasks
• Run Weekly Business Review meetings
• Propose cuts/additions to headcount per these forecasts
• Monitor key operational metrics and troubleshoot issues as they arise
• Queue volumes
• Draft new SOPs, update team guidance, train team members, and assist with writing critical team documents to solve discovered problems
• Attend weekly Marketplace Operations Leadership meetings
• Delegate specific responsibilities to team members as appropriate
• Oversee headcount and manage schedules based on anticipated demand volumes
• Hold Marketplace Operations team representatives accountable to uncomfortably high standards of productivity and efficiency, as measured by both process and outcome metrics

Must haves

• Comfortable communicating and coordinating efforts across stakeholders at various levels and positions across CBH
• Excellent written and verbal communication skills; ability to deeply empathize and communicate with Clipboard’s customers
• Adept at giving specific, relevant, and actionable feedback
• Exercises sound judgment when solving complex customer cases; logic grounded in enterprise-level goals and values
• Skilled at basic data analyses, including multivariable regression, hypothesis testing, and service line optimization
• Embodies the Clipboard Health values of Ownership, Initiative, and High Standards
• 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

Nice to haves

• Ability to leverage statistical tools and techniques to analyze, interpret, display, and present data
• Healthcare background or understanding of clinical care environments

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