Director, Clinician Communications Operations

Nomad Health is the first digital marketplace for healthcare jobs, efficiently connecting quality clinicians with rewarding career opportunities. Forbes recognized Nomad as one of the “Best Startup Employers”, Newsweek included Nomad on its "Most Loved Workplaces" list and Built In NYC named Nomad one of the “Best Mid-Sized Companies To Work For.” Our technology takes the busywork out of finding clinical work. We are a well-funded Series D startup backed by First Round Capital, RRE Ventures, 406 Ventures, Polaris Partners, Icon Ventures, Adams Street Partners, and Kevin Ryan (founder of MongoDB, Zola, Gilt, and DoubleClick).    The U.S. healthcare system is experiencing a staffing crisis. Employers spend $20 billion per year recruiting clinicians to care for the rapidly aging U.S. population. Nomad replaces antiquated staffing agencies with modern technology to efficiently source, qualify, and hire medical talent on demand. Clinicians find better jobs with higher pay. Employers fill roles faster with higher quality care.  Nomad is a fast growing team of technologists, creators, and industry experts passionate about modernizing healthcare staffing so clinicians can get back to the work they do best: caring for others.    

Position Summary

Nomad Health’s Director of CCO will oversee the strategic stand up and scale of the Customer Service Team responsible for building and incorporating the customer success function across all lines of business. The ideal candidate will have proven expertise in rapidly changing environments, a creative and curious approach to problem solving and a vision for inclusive growth aligned with the company’s vision. The Director will be responsible for setting customer engagement and retention strategies for healthcare professionals while using the Nomad platform (app and web), managing the tactical direction of the greater team to ensure they hit targets and lead the Managers to manage the daily functions of the teams. They will also partner closely with Senior Product leads and have a pivotal role in the implementation of upcoming technology company-wide. 

Responsibilities/What You Will Do

• A customer success strategy expert who understands the importance of high-quality customer service and consistency across all customer experiences to support Nomad’s overall strategy
• Uphold importance of high-quality customer service and consistency across all customer experiences to support Nomad’s overall strategy
• Maintain incredibly high standards of customer service that can be proven by relevant CSAT and NPS scores
• Teach your team to think enterprise-wide with their work
• Integrate revenue generation with customer service strategy
• Strong grasp of data and action to take as a result of clinician inbound communications
• Understand the importance of driving change from data
• Communicate up and down how we are matching against targets
• Keep track of performance metrics for the team output and quality
• Identify the action needed to get back on track or push growth
• Brings process control and continuous improvement to their teams
• Utilize a growth mindset when hearing feedback from all levels
• Understand the importance of team buy-in for changes and consistently bringing everyone along
• Identify and build processes and teams that enable Nomad to scale and working closely with the Senior Director, VP of Operations and other executives to develop a strategy to continue Nomad’s journey to becoming the best-in-class player in temporary staffing
• Sets the example for their direct reports on coaching and motivation to create a team culture that is receptive to feedback and operates with a growth mindset
• Advocate a team culture that is receptive to feedback and operates with a growth mindset
• Help your direct reports handle complicated or escalated situations with their direct reports
• Teach direct reports a growth mindset and set the example of accepting feedback from all levels of the organization
• Assist Managers with managing a team of managers to drive excellence in team culture and performance
• Able to manage cross-functional relationships with other Ops leads, Product and Engineering, Clinical Excellence, Data Teams and Marketing as needed.
• Partner with other Ops leads, Product and Engineering, Clinical Excellence, Data Teams, and Marketing 
• Engage peers with informal and succinct information that is relevant to them
• Preemptively communicate any concerns about cross-functional hiccups upward
• Remain empathetic to the stresses and needs of each team

Qualifications/ Skills - What You Will Need

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