Customer Program Executive Team Lead (Remote)

Description

Olive's AI workforce is built to fix our broken healthcare system by addressing healthcare's most burdensome issues -- delivering hospitals and health systems increased revenue, reduced costs, and increased capacity. People feel lost in the system today and healthcare employees are essentially working in the dark due to outdated technology that creates a lack of shared knowledge and siloed data. Olive is designed to drive connections, shining a new light on the broken healthcare processes that stand between providers and patient care. She uses AI to reveal life-changing insights that make healthcare more efficient, affordable and effective. Olive's vision is to unleash a trillion dollars of hidden potential within healthcare by connecting its disconnected systems. Olive is improving healthcare operations today, so everyone can benefit from a healthier industry tomorrow.

Job Overview

The Customer Program Executive (CPE) Team Lead role is a key leadership position both managing a team of CPE's and filling a CPE role on customer programs. The CPE role is responsible for managing and furthering the relationship between Olive and our customers, through building strategic relationships and ensuring successful deployment and adoption of Olive's solutions. Critical to success is understanding the customer's goals & strategic objectives, operational environment and constraints, and innovating solutions and services to achieve or surpass those goals. This role has an emphasis on building team culture and infrastructure, including standards, training, and onboarding processes and materials to support our growing team.

This role will be part of the Customer Experience Team, reporting to the VP of Customer Programs, working closely with stakeholders across the organization.

Essential Duties And Responsibilities

• Direct manager of CPE team members, in addition to targeted customer assignments in CPE role
• Serve as the accountable driver of effective relationships and ensure the successful implementation and delivery of Olive programs
• Lead initiatives to support team retention and growth, including team member onboarding, development of CPE career trajectory resources, supporting recruiting efforts/strategy, and development of team culture
• Actively promote change processes to staff and participate in the communication of change initiatives across the organization
• Develop, implement and maintain standardized tools, templates, processes, procedures and methodologies to ensure alignment with standards and best practices
• Championing a long term strategic focus on driving the customer experience, balanced against the need for immediate response to urgent unplanned issues
• Provide strategic advice, counsel and recommendations on customer engagement and experience matters to influence organizational strategy, decisions, and initiatives
• Provide clear expectations and follow up to ensure team members progress and overcome roadblocks
• Develop, monitor, and report progress on key team performance metrics related to hiring, training/onboarding, staffing, solution identification and delivery
• Provide timely feedback to team members to encourage success, ensure accountability, and connect opportunities for your team members' development
• Drive a performance-based culture through accountability and foster leadership, strategic thinking, and business acumen on the team
• Innovate service and operational solutions to best achieve customer goals and accountable for driving high levels of customer satisfaction, retention, and growth
• Preemptively address customer needs, critical issues and risks, and present options for addressing/solving needs and issues
• Actively monitor and participate in customer feedback gathering efforts, including aggregating feedback across accounts and directing towards the appropriate division within Olive and incorporate into team member feedback and internal process as appropriate
• Keep internal stakeholders and the executive leadership team informed of project status updates and key issues that may impact project completion
• Work closely with Strategic Assessment Team Sales, Program Management, Customer Program Executive, and Maneuver leadership teams to align cross organization goals and processes to meet business objectives
• Drive the ongoing development of a customer-centric culture and team behaviors across the organization, supported by effective policy and process frameworks and compliance tools
• Actively measure, monitor, and ensure the health of the program components from financial, dependency, risk and mitigation, and schedule perspectives - and instill same in team members
• Second-level support for program escalations from CPE team, including participating in service recovery efforts in support of their team and coordinating across divisions within Olive to solve day-to-day challenges
• Assist in on-boarding, coaching and mentoring team members to CPE team within Olive
• Ensure strong effective relationships with customer senior leadership and key internal operational leaders, in order to best understand the customer's goals, operational environment, and strategic initiatives

• Establish and facilitate a governance, risk, communications, and operational program consisting of Customer and Olive leadership to effectively oversee the program
• Facilitate cross-functional collaboration with stakeholders to establish vision, objectives, and program strategy
• Actively seek out and solves for barriers / problems / risks to successful delivery of program objectives
• Realize, articulate, and communicate growth opportunities within existing customers. Facilitates change orders and new sales opportunities with sales team for any customer service requests outside of contracted services
• Provide voice of the customer input for Product development and contribute to the ideation, development, and productization of significant new services

Requirements

• Successfully delivered multi-million-dollar programs/projects on-time and on-budget
• 9+ years of increasing responsibilities in project management of IT initiatives or other large change initiatives
• 5+ years in a client facing role, ideally leading implementations and support in the healthcare industry, including independently managing multiple complex projects/initiatives with competing priorities and deadlines
• 5+ years of experience with analyzing and synthesizing qualitative and quantitative information, forming opinions with corresponding recommendations, and presenting the results to key stakeholders including executive leadership
• Experience with managing direct reports, preferable outside direct customer delivery team relationships, including performance reviews, goal setting, resource prioritization, and playbook/methodology development
• Demonstrated ability to communicate analysis, including trends and opportunities, to leadership and stakeholders
• Articulate, assertive and persuasive with the ability to adapt communication style and approach to audiences at all levels
• Proven problem-solving skills, including balancing multiple priorities and addressing team and/or prioritization conflicts
• Prior experience leading, managing and collaborating with cross-functional teams, business partners and stakeholders
• Ability to work independently and be resourceful when confronted with ambiguity.
• Strong change management knowledge and/or experience
• Effective organizational skills and attention to detail, and ability to prioritize/organize/multitask and meet multiple deadlines
• Proficiency with evaluating, bench-marking and improving business processes
• Ability to travel up to 50% of the time (travel requirements will vary based on account assignments)

• Strong analytical and facilitation skills with the ability to interpret and anticipate customer needs in order to develop clear and attainable goals, objectives and execution of project plans
• Articulate, assertive and persuasive with the ability to adapt communication style and approach to audiences at all levels
• Strong self-starter with entrepreneurial drive and demonstrated ability to achieve stretch goals in a fast-paced, dynamic environment
• Outstanding team player with the ability to coordinate people and activities across multiple functional areas
• This position can be remote and does not require a specific living location in most cases

At Olive, we're committed to growing and empowering an inclusive community within our company and industry. This is why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives across our organization. Research shows that oftentimes women and other minority groups only apply to open roles if they meet 100% of the listed criteria. Olive encourages everyone - including women, people of color, individuals with disabilities and those in the LGBTQIA+ community - to apply for our available positions, even if they don't necessarily check every box on the job description.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned.

This job description does not constitute a contract of employment and Olive AI, Inc..... click apply for full job details