SVP, Operations

Company Overview: 

Cohere Health is illuminating healthcare for patients, their doctors, and all those who are important in a patient’s healthcare experience.  Founded in August 2019, we are obsessed with eliminating wasteful friction in areas that have nothing to do with health and treatment, particularly for diagnoses that require expensive procedures or medications.  We build software designed to ensure the appropriate plan of care is understood and expeditiously approved, so that patients and doctors can focus on health, rather than payment or administrative hassles.

Opportunity Overview:

Cohere’s Service Operations team is responsible for creating value for clients through service delivery everyday. We are seeking a highly skilled and experienced Senior Vice President of Operations to join our dynamic and fast-growing organization. As the Senior Vice President of Operations, you will play a pivotal role in shaping and executing Cohere's operational strategy to achieve key performance goals. You will have the opportunity to lead by example, foster a culture of empathy and support, and drive operational excellence across our contact center and production environments. This is an exciting opportunity for an accomplished operations leader to make a significant impact in transforming healthcare experiences.

Reporting to the COO, this is a crucial role in our organization for both day-to-day operational success as well as long-term operational strategy, planning, and optimization. This leader will be responsible not only for the performance of hundreds of individuals on the team but also for the cross-functional partnership between operations and other departments at the company. This individual will also build and leverage relationships with clients to achieve the goals of the company. The work will be fast-paced with evolving needs, requiring flexibility, emotional intelligence, curiosity, and grace under pressure.

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

• Own the development and execution of Cohere’s operational strategy, including key performance goals 
• Roll up your sleeves to immerse yourself in the day-to-day work of the team
• Lead by example for hundreds of team members by fostering a culture of empathy, empowerment, and support 
• Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology to drive productivity and cost-effectiveness.
• Stay informed about industry trends, best practices, and regulatory requirements, and proactively integrate them into operational strategies and processes.
• Provide coaching and mentorship to staff in order to foster talent and grow the organization 
• Collaborate cross functionally with Business Planning, Training and Quality, Compliance, Product, Rules, Physicians, Clinical Programs, and other teams to achieve goals and partner on their planned initiatives 
• Skillfully develop and manage relationships with external clients and partners, in collaboration with Business Development and Strategic Accounts teammates
• Ensure day-to-day execution of compliance with all required programs, policies and practices 
• Carefully manage operational expense with an eye towards financial responsibility and company growth trajectory 

Your competencies:

• Proven track record of experience in operations management, specifically in contact center and production environments 
• Growing and scaling of large operational teams to achieve key performance goals 
• Intentional, effective people leadership, including coaching, delegating, and providing actionable feedback
• Proficiency in data analysis and interpretation to drive data-driven decision-making and operational improvements.
• Strong strategic thinking abilities to develop and execute operational strategies aligned with the organization's goals and objectives.
• Ability to identify key performance indicators (KPIs) and establish performance benchmarks to monitor and measure operational success.
• Aptitude for identifying trends, patterns, and operational bottlenecks to proactively address challenges and optimize processes.
• In-depth knowledge and experience in call center operations, including call management, queue management, and call routing strategies.
• Proficiency in workforce management principles and tools to o