Director of Market Operations

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose—and navigate—the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville. 

About the Role

The Director of Market Operations will play a critical role in managing and optimizing processes to drive customer engagement, satisfaction, and revenue growth.  There will be a strong focus on leveraging data to improve the customer experience and overall market performance.  Serving as an important point-of-contact for our market customers and partners, you will ensure the successful launch, and ongoing management of partnerships by working across teams internally to deliver our customers what they need.

Primary Responsibilities

• Strategic planning and execution: Effectively communicate internal priorities that align market operations strategies with overall business goals.  Assist in fostering successful relationships with local market leadership and making connections across multi-market partners.
• Process optimization: Identify and implement market process improvements that will help to streamline workflows, enhance efficiency, and improve customer relationships.
• Data analysis and reporting: Provide strategic analysis demonstrating TailorCare's impact and value for customers.  Track key performance indicators across customers and market operations to identify trends and opportunities for improvement, and report findings internally.  Assist with the coordination of client data sharing and client invoicing.
• Cross-functional collaboration: Partner with Growth, Clinical Operations, Data and Analytics, and Finance to support the implementation and growth of new market relationships.  Contribute insights from customer interactions to enhance product development, engagement and marketing efforts.
• Technology and tools: Evaluate and help implement new technologies or tools identified to enhance market operations and improve customer satisfaction.  Maintain a CRM database of market customers and partners.
• Customer success focus: Cultivate and manage key relationships with customers, addressing their needs and ensuring satisfaction.  Handle customer issues and escalations, coordinating with various internal teams for resolutions.  Oversee communications, including preparing materials for business reviews and external meetings, aligning with mutually agreed-upon goals.
• Revenue growth: Contribute to revenue growth through increased customer retention and expansion opportunities.  Collaborate with internal teams and external partners to identify and capitalize on new market business opportunities.  Convert market customers into TailorCare advocates, leveraging successes for references, case studies, and other promotional materials.

Qualifications

• 10+ years of experience in healthcare operations, health plan, or related spaces
• Previous roles in account management, market operations, management consulting, or other partner services working with payer, provider, value-based care, or digital health settings
• Willingness to travel (approximately less than 25%) for key partner meetings and occasional in-person internal meetings
• Flexibility to work extended hours as necessary to achieve business goals
• Bachelor’s degree required; relevant field preferred
• US work authorization

Skills

• Ability to communicate effectively with both internal and external stakeholders, with key areas including verbally leading meetings and creating clear and impactful written materials
• Ability to collect, analyze, and interpret data to identify trends and guide informed decisions
• Ability to lead and influence across teams, setting clear expectations, and driving market performance
• A strong focus on customer needs and satisfaction, and cultivating long-term relationships
• Exceptional organizational skills, managing multiple projects across various subject areas while ensuring milestones are met