Senior Director, Client Servicing and Operations

Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S.

Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience.

The Role

Cedar is seeking an experienced contact center professional to lead our servicing function, including leading our in-house and external contact center teams.  This is an exciting opportunity to help shape the servicing function at a high-growth company.  The Senior Director, Client Servicing and Operations will report to the VP, Implementation and Services. 

Responsibilities

• Team Leadership:  This individual will be a strong and motivational people leader that can independently lead Cedar’s servicing team.  The servicing function at Cedar includes supporting:
• Fielding inbound calls, chats, and emails
• Managing the return mail process on behalf of clients
• Documenting and training on processes and policies
• Coaching and supporting a team of ~100 individuals with quality assurance, training, and career development, as well as team headcount planning

In addition to execution of the above, this individual will oversee the creation of reports, quarterly goals, and escalations to ensure team progress.  This role will also include cross-functional partnership Cedar teams such as Client Growth, Product, Partnerships and Finance.

• Client Management:  This individual will join regular client calls, work with the team to produce monthly client servicing reports and manage escalations, and independently serve as the external face of our Servicing team. 
• Vendor Partner Management:  This individual will be responsible for the management of Cedar’s outsourced contact center partner and supporting contact center technology.

Required Skills & Experience

• Demonstrated contact center leadership experience which includes team leadership, client management, and contact center software support
• Experience managing an outsourced contact center vendor partners, with a preference for candidates with experience managing an international partners
• Ability to develop vendor servicing strategy and achieve financial and operational targets through vendor negotiations and data driven management
• Passion for developing servicing team and supporting managers
• Healthcare experience a plus, though not required
• Client gravitas which includes the ability to communicate effectively and persuasively 
• Problem solving and persistence to drive to resolution

Compensation Range and Benefits

• Salary Range*: $97,750 - $115,000
• This role is also equity eligible
• This role offers a competitive benefits and wellness package

*Subject to location, experience, and education

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What do we offer to the ideal candidate?

• A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year
• Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
• For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of PTO per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
• 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
• Diversity initiatives that encourage Cedarians to bring their whole selves to work, including the Cedarian Advisory Group (a cross-functional cohort focused on increasing internal inclusiveness at Cedar) and three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians) 
• Competitive pay, equity (for qualifying roles) and health benefits that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month)
• Cedar matche