Managing Director, Service Excellence

Managing Director, Service Excellence

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones. Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business. Join Evolent for the mission. Stay for the culture.

What you'll be doing:

The managing director of service excellence will lead a team focused on driving delivery excellence and transformation across our organization. This role will report directly to the chief customer officer and will work cross-functionally to ensure we foster a "customer first" mindset.

Responsibilities:

• Drives prioritization and escalation of initiatives with customer impact via various forums and cross-functional roadmaps
• Executes on the issue response governance playbook & downstream communication to the customer organization and our customers directly
• Manages and oversees of all voice of customer activities, including NPS survey, implementation survey, and customer QA calls
• Key leader in collating information and data to support communicating voice of customer insights to internal stakeholders including reporting out on client NPS feedback, themes, and service excellence work
• Drives transformation of customer org process improvements and initiatives as identified by the voice of customer surveys
• Manages and refines JOC playbooks and timesaver templates, supporting content development and ad hoc customer meetings as needed
• Oversees all customer data hub activities, including account product roster, customer health dashboard, external reporting database

To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo ID. We conduct identity verification during interviews, and final interviews may require onsite attendance. All candidates must complete a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment. The use of artificial intelligence tools during interviews is prohibited and monitored. Misrepresentation will result in immediate disqualification from consideration.

Technical requirements:

We require that all employees have the following technical capability at their home: high speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Evolent is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact recruiting@evolent.com for further assistance.