Client Operations Manager at Reverence

Who We Are:

Reverence is a technology company solving one of the hardest problems in healthcare – how to get the right people, in the right place, at the right time – in support of top-quality home-based care.

We provide technology and services that enable healthcare provider groups to significantly improve staffing operations.

Our mission-driven team brings significant front-line experience driving excellence in home-based care and improving workforce operations – one of the gnarliest (and most interesting!) business challenges facing healthcare organizations.

About the role:

We are seeking a Client Operations Manager who will be responsible for ensuring operational excellence on our Client Services team, shaping and leading day-to-day delivery of our managed service scheduling solutions. In this position, you will work with Reverence’s leadership team to design, implement, and manage operations of high-quality client management processes. As our team and roster of clients continue to grow rapidly, the Client Operations Manager will play a key role in ensuring that we are able to scale the best practices we have developed and will continue to develop over time, contributing to mission-critical company goals like client retention. There will be increased opportunity for direct engagement with our product users and owning client relationships as the role develops.

What you’ll do:

• Driving operational excellence and leading execution of our innovative client operating model by:
  • Leading daily client communications included but not limited to weekend handovers, responses to client queries, and scheduled check-ins
  • Monitoring achievement of project milestones across all clients (e.g., that milestone meetings have taken place, that certain deliverables have been completed, etc.)
  • Shaping and conducting quality assurance reviews to ensure the effective delivery of our managed service product across a wide client base
  • Conducting quality assurance for various day-to-day operational processes on the Client Services team
• Supporting the onboarding of new managed service clients by:
  • Managing client data intake, ensuring client data-sets populated and structured to align with our product data model
• Guiding clients on third-party systems requirements (e.g., phone systems) and facilitating integrations of client systems with Reverence’s platform Supporting people-planning for Reverence’s scheduling associate team to ensure front-line scheduling shifts are filled in advance and sufficient client coverage is provided
• Manage the template / materials library for internal and client-facing materials, ensuring they reflect the latest team guidance, processes and best practices and are always up-to-date
• Manage client-facing reporting, dashboarding, and data review capabilities, in coordination with Reverence’s product team

What you’ll need:

• BA or BS Degree
• 2-10 years of professional experience, with a preference for prior operations experience at hyper-growth startups
• Strong skills in Microsoft Office, Google Workspace or equivalent productivity software, especially Excel and PowerPoint (or equivalent), and ZenDesk
• Process-oriented: naturally inclined to create and follow processes and systematize wherever possible
• Ability to assess technical and service-level issues, triage, prioritize, understand root cause and evaluate potential solutions
• Strong written and verbal communication skills
• Impeccable attention to detail and superior organizational skills; ability to effectively manage multiple projects simultaneously
• Ability to thrive in a high-paced, entrepreneurial work environment
• An energetic, upbeat disposition

What we provide

• Competitive compensation. The U.S. base salary range for this full-time position is $40,000-$70,000 USD. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all U.S. locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. In addition to salary, you will also be eligible for equity and our benefits package.
• Equity options
• Flexible Paid Time Off
• Flexible working hours
• Competitive health benefits
• Home office support
• Commitment to investing in your professional growth
• An office in New York City for visitors and local employees
• Recurring team lunches for all employees
• Paid sabbatical after 5 years

At Reverence Care, we embrace diversity and are committed to building a team representing a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We are proud to be an equal opportunity employer and we do not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability. If you need additional accommodations to feel comfortable during your interview process, please let us know.