Director, Customer Operations Optimization

Hazel Health is the nation's largest virtual provider of school-based healthcare services, and has been recognized by Fast Company as “one of the world’s most innovative places to work” in 2023. 

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

The Director of Customer Operations will drive the operational transformation of our core customer operations functions, with the goal of optimizing our current model for increased efficiency and effectiveness.. This role will be responsible for strategic design and execution of process improvements, technology enhancements, and the development of the new processes and structures needed to improve how we deliver reliable and sustainable service to our customers.

Location: Remote

What You’ll Do:

• Operational Transformation and Strategy:
• Define and communicate a unified transformation strategy that integrates process optimization and technology innovation
• Develop and lead transformation initiatives to improve operational efficiency, reduce costs, and enhance the customer experience
• Identify and implement best practices, automation, and process improvements to drive scalability
• Implement data-driven approaches to enhance customer satisfaction
• Establish and track KPIs to measure success and impact of efforts
• Collaborate with Product and Technology to develop and execute a comprehensive 3-year technology improvement roadmap for our customer operations functions, building the business case for investment in our workflow systems and tools, and driving the design and development
• Process Improvement and Change Management
• Conduct a comprehensive evaluation of all current workflows and systems to verify that each one meets a validated business need and eliminates redundancies
• Identify gaps and opportunities for improvement, including: process operational opportunities and technology gaps
• Lead initiatives for continuous improvement, fostering a culture of operational excellence
• Create detailed action plans with timelines, milestones and deliverables tailored to each operations function
• Develop change management strategies to ensure successful adoption of new processes and technologies
• Maintain a healthy balance between change and productive friction amongst teams to not compromise customer experience
• Cross-functional Collaboration:
• Work closely with leaders and teams to enhance collaboration, eliminate silos, and improve cross-functional communication
• Build relationships with key stakeholders to foster collaboration and ensure that initiatives are well-coordinated across departments
• Act as a liaison between Operations leadership and other departments to streamline communication and promote operational efficiency
• Data Analysis and Reporting:
• Define, track and regularly report on key performance indicators
• Prepare and present data-driven insights to leadership, highlighting opportunities for improvement
• People Management and Team Leadership
• Manage and coach team of Sr Analysts, Customer Support and Quality Assurance teammates

What Excites Us: