Who we are:
At Better Life Partners, we provide what it takes to heal from addiction. Wherever. Whenever.
We focus on bringing high quality, accessible and value-based effective tech-enabled care to those with Addiction Disorders, especially those in communities for whom traditional care has been found lacking. We provide evidence-based, scalable, holistic healthcare while working alongside community-based organizations to ensure that our care is accessible, non-punitive and responsive to our communities. We build trusted relationships and healing spaces to nourish Belonging, Love, and Purpose.
Are you passionate about making a positive impact on people's lives? Do you want to be part of a groundbreaking team that is transforming the field of substance use disorder treatment? If so, we have an exciting opportunity for you!
At Better Life Partners, we are revolutionizing the way substance use disorders are treated, and we're looking for a highly motivated individual to join our team as a full-time Head of Central Operations and Quality. In this role, you will lead a team to design and implement a seamless member experience, define and optimize processes, and work cross-functionally to support success as part of the larger organization. In this role, you’ll be at the forefront of driving member satisfaction and access to care, contact center employee engagement, and business growth. It’s a role where every contact is an opportunity to provide critical assistance to those who contact us.
The Role:
The Head of Central Operations and Quality is responsible for the planning and successful execution of our inbound contact center. Core duties include continuous improvement of our operations and member experience (service, quality management, workforce planning) across all inbound channels and excellent team leadership (coaching, training and engagement).
In addition, the Head of Central Operations and Quality maintains and improves systems and processes ensuring Central Operations meets member, provider and organizational needs. The successful leader is continually engaged in leading and inspiring their team in developing, testing, and implementing best practices in the performance of all duties and responsibilities.
To be successful in this role, you care passionately about member experience, have acute attention to detail, thrive in a fast-paced, dynamic environment, are data-driven and have proven success delivering excellent customer service. You are flexible, adapt well to change and most importantly, you are excited about our mission and committed to helping people through a sometimes difficult system.
What you will do: - Oversee Day-to-Day Operations:
- Oversee and optimize day-to-day operations including inbound channel routing (calls, emails, faxes and texts), workforce scheduling, and service levels
- Use a data-driven approach to set and monitor internal KPIs at the team and individual level, track and trend metrics and issues, and report on performance weekly and monthly
- Review Central Operations policies and procedures to ensure alignment with customer experience and best-in-class standards. Create new policies and procedures as necessary.
- Using data analysis to identify areas of improvement, develop action plans, monitor and report on outcomes
- Ensure compliance with legal and regulatory guidelines and standards
- Lead Call Center Associates:
- Provide strong, dynamic leadership – mentor, guide, and develop team
- Develop and maintain an effective organization, including training, coaching, recognition, performance standards, delineation of duties and responsibilities, and staffing levels to demonstrate and efficiently leverage the value of every inbound contact
- Lead and develop the managers who report directly to this role
- Improve the Member and Provider Experience:
- Partner on development and lead the implementation of the Central Operations vision and strategy. Act as an expert, staying up to date on best-in-class customer experience thought leadership, and use this information to inspire, engage and achieve vision.
- Build, implement and maintain a robust Quality Assurance (QA) program, identifying areas for improvement (training, coaching, revised process and workflows or system changes) on an individual, department and organizational basis, including creation and calibration of standards across individuals.
- Analyze NPS data for opportunities to improve, devise methods to obtain additional feedback and data from members, and develop strategies to address customer concerns
- In partnership with the product team, implement new technologies to improve contact center operations
- Act as a subject matter expert on cross-functional projects involving the contact center and/or member experience
- Develop and maintain relationships with key stakeholders
You are a good fit if you have:
- Bachelor’s degree and a minimum of 7 years of contact center leadership experience (including proven experience successfully managing KPIs, ensuring customer and team satisfaction, and reporting performance metrics related to a contact center)
- Analytical skills including the ability to analyze large datasets for insights on improvement opportunities (across individuals, departments and multiple systems)
- Proven ability to rapidly experiment, develop and implement new solutions
- Strong mentoring and relationship building skills with proven ability to effectively manage group and interpersonal conflicts
- Experience scaling a contact center across geographies and scaling up team
- Success leading change management initiatives including implementing new processes, procedures and new contact center platforms
- Experience building and launching contact center quality programs
- Strong interpersonal, written, and oral communications skills
- Experience working in a fast paced work environment
It will also be great if you have:
- Masters degree or above (MBA or MPH, preferred)
- 10+ years of contact center management experience
- Lean or six sigma certification
- Familiarity working with G-Suite tools (Sheets, Slides, Drive)
- Experience working in a remote work environment
This position is remote (work from home). The position is open to people living in ME, NH, VT, MA, RI, CT, NY, NJ, NC or Atlanta, GA. Although the position is remote, you must be able to travel for meetings at our offices in Boston, MA or New York, NY.
Work from home requirements:
- Must have internet service with minimum upload/download ability.
- Company will provide equipment (laptop, monitor, keyboard, mouse and headset) plus a remote work stipend.
- Must have a quiet space to work with minimal background noise.
- Must understand the importance of protected health information and ensure any data/information is not visible to others.
This is a full-time, exempt position. The starting salary range for this position is $129,000 - $170,000 annually + equity + benefits. The final compensation package is influenced by various factors such as experience, education, degrees earned, market data, and business requirements.
We offer: - A Competitive salary and benefits package including:
- Employee stock options for all full time employees;
- Health insurance, dental and vision coverage;
- Paid time off, sick and wellness days;
- Employer-paid life insurance and long term disability coverage;
- Professional and educational reimbursements;
- Remote work stipend; and
- 401(k) retirement plan with an employer match.
- An environment that will challenge and engage you, supporting you to develop and grow professionally and personally.
- A collaborative and supportive work environment that will value family life, diversity, equity and inclusion.
- The chance to make a significant positive impact on the lives of the millions of people who otherwise might not have access to life-saving care.
At Better Life Partners, we believe our work directly correlates to the diverse perspectives of our team. Better Life Partners celebrates inclusion and is a committed Equal Opportunity Employer to all qualified applicants, ensuring individuals will not be discriminated against on the basis of race, color, religion, sex, gender identity, sexual orientation, age, national origin, physical or mental disability, marital or parental status, military or veteran status, or any other protected classification. Persons of color, women, LGBTQIA candidates, veterans, and individuals with disabilities are encouraged to apply. Better Life Partners prides itself on being a recovery-friendly workplace.
