VP of Customer Operations

We’re Scan.com, the digital health scale-up that gives patients and physicians simpler, faster access to medical imaging.

At the heart of Scan.com lies a different way of doing things: empowering patients to make financially smart decisions, enabling live scheduling for patients and providers, and easing clinician workloads through AI. It’s our mission to make medical scans accessible to all.

You’ll be joining us at an exciting time - we’ve recently launched our physician marketplace product in the USA to great success, have raised over $60m in VC funding and are on track to grow over 300% in 2024.

WHAT YOU WILL BE GETTING INVOLVED IN:

We’re seeking an exceptional operator to fill the role of VP of Customer Operations for our Personal Injury division. You will be working closely with our co-founder and COO and Managing Director of our Personal Injury business.

We have built a team of 30 within our operations team that manages more than 40,000 calls, 20,000 emails and several thousands of scans per month across a number of states. We’re looking for someone who can sophisticate our Customer Operations to the highest level ensuring we deliver an incredible level of service in the most efficient way.

Your role will focus on our Personal Injury division. You will be primarily responsible for the strategy, structure, execution and performance of that strong 30+ operations team based in Atlanta, Georgia. You role will be heavily focused on ensuring our team continues to hit key service level metrics and pushing performance to the next level. You will be the trusted senior operations stakeholder and expected to be an extension of the COO & Managing Director on the ground, ensuring you are on top of the details while also keeping an eye on the performance and management of our team.

As we scale into new states and territories, you will be the main Operations lead, working closely with the COO to ensure we have the team, systems and processes to absorb scale. You will be expected to build out and manage the team of Operations leaders, and develop a systemized process for efficient scale.

Our central operations hub is located in Atlanta and most of our team work regularly in the office. This role is for someone who can be present in our office daily as we view it as essential that this person can lead the team on a day-to-day basis and engage with the COO & Managing Director, who are also based in the Atlanta office.

Here are some of the types of things you could be getting involved in:

1. Develop the customer operations team, structure and processes to enhance team productivity and agility.
2. Have a team of 4 managers report to you.
3. Assist the COO & Co-founder in structuring the national Customer operations team for maximum performance.
4. Establish yourself as a subject matter expert, implementing top-tier operational processes and practices.
5. Standardize reporting, including dashboard optimization and data management.
6. Monitor, plan, and analyze key operational metrics for timely task completion.
7. Travelling to new markets to meet clients to understand their workflows
8. Leveraging AI to drive efficiency and more impactful customer interactions.
9. Design and implement efficient operational processes.
10. Manage the onboarding of all marketplace participants.
11. Lead the US Customer Operations team and collaborate with other leaders to achieve operational excellence.
12. Collaborate with the Product team to identify product gaps and improve efficiency and patient care.
13. Identify skill requirements and potential leaders within your Operations team for scalability.
14. Own the operational metrics, ensuring team adherence to critical deliverables.
15. Co-lead HIPAA compliance across the organization.
16. Implement new technologies to stay at the forefront of operational processes and service delivery.
17. Work cross-functionally for the seamless delivery of Scan.com’s services.
18. Collaborate with the Head of Provider Management to meet key imaging center SLAs and network performance.

THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST SIX MONTHS ARE:

1. Ensure we have the operational foundations to absorb 10x scale across multiple states.
2. Help implement a metrics-focused culture designed around driving patient engagement and operational excellence.
3. Assume reporting responsibility for 4-5 team leads and a broader team of 30 people.
4. Identify areas for increased auto