Your mission:
As our Head of Operations, you will own the customer experience and operations across Ezra’s network of imaging centers! You will ensure that our services and products meet our customers’ expectations and raise Ezra’s level of excellence to meet the projected increase in customer demand. Additionally, you’ll have the opportunity to find creative solutions to grow & retain our member base. You’ll be able to find and implement innovative solutions to delight our customers through their journey.
Reporting to the Chief Operating Officer, you will manage our operations team while working closely with the Clinical and MRI team to deliver exceptional care to our Members!
As the Head of Operations at Ezra, you will:
- Manage the execution of Ezra’s service operations and maintain partner relationships
- Ensure that the Operations team is appropriately staffed, their performance is managed, and team members are trained to drive customer satisfaction
- Provide leadership to the operations team to ensure customer satisfaction with the Ezra experience
- Monitor member and site communications to ensure the quality of service and safety of Ezra members
- Handle customer complaints, escalations and help find the root cause to improve Ezra’s service
- Lead new and ongoing business development opportunities to grow and improve partnerships with MRI imaging centers and technology service providers
Requirements:
- > 5 years in a fast-scaling customer service & operations role
- Experience scaling operations people, processes & tools
- 3+ years in a management role
- Bachelor’s or Higher
- Familiarity with a medical environment
- Service excellence: you have experience delighting customers and increasing customer retention
- Willingness to travel and visit partners (up to 20% of the time)
- Empathetic, detail-oriented, and resourceful
- Excellent customer service and communication skills
