A Place for Mom

  • Operations Manager, RealVoice

    Job Location(s) US-WA-Seattle
    Job ID
    2018-3529
    # of Openings
    1
    Category
    Sales
  • Overview

    RealVoice is a division of A Place for Mom which creates value for skilled nursing facilities by delivering high quality, actionable insights built on patient feedback, and by creating an enhanced online presence for our partnered skilled nursing facilities on A Place for Mom’s digital platform. The Operations Manager for RealVoice is responsible for driving business operations to ensure we are delivering outstanding service for our partners and strong business results. This position involves managing direct reports and delivering individual contributions. The position reports to the Director of Emerging Business and is a part of the Sales organization at A Place for Mom.

    Responsibilities

    • Ensure RealVoice is meeting committed service levels for our skilled nursing partners
    • Lead the operations team to deliver on key metrics such as partner satisfaction with our service, feedback responses rates from patients and loved ones, and cost of service
    • Performance and career management for direct reports including regular one on ones, training for new hires and ongoing quality audits and training sessions as needed for the team
    • Execute recurring business processes such as invoicing and contracts processing
    • Identify opportunities to improve on existing processes or introduce processes that are needed as the business scales and grows
    • Act as first point of escalation for issues impacting operations, partners or field sales team, resolving or escalating as appropriate
    • Work with crossfunctional teams at A Place for Mom to achieve RealVoice goals
    • Own the rollout plan, timing and communication for operations and product changes to both internal and external stakeholders, including developing and delivering training
    • Participate in defining, planning, and documenting key projects and initiatives
    • Take the lead in hiring quality operations personnel who not only fit the needs of the current organization but will allow the team to scale with our customer and service growth

     

    Qualifications

    • Experience creating and improving operational and business processes in a fast-paced environment
    • Demonstrated ability to triage issues, identify root causes and handle service or incident escalations
    • 2+ years experience managing direct reports
    • Track record of delivering results with limited resources
    • Ability to influence others and work without direct authority
    • Strong time management skills and ability to prioritize
    • Strong communication skills
    • Experience with using Excel to conduct analysis and extract insights, SQL skills are a plus
    • Experience with Salesforce or another internal CRM preferred
    • Prior experience working with software developers and/or engineers is a plus

     

    Education Requirements            

    Bachelor's degree required

     

    Compensation

    The position is a salaried position.

     

    Candidates must be authorized to work in the United States to be eligible for consideration, visa sponsorship not available. Completion of a full-background check is required prior to employment.

     

    *****

     

    A Place for Mom is an equal opportunity employer committed to hiring and valuing a diverse work team. This policy of Equal Employment Opportunity applies to all applicants and employees, and to all aspects of employment, including recruitment, hiring, training, compensation, promotions, and treatment on the job, benefits, termination, and all other terms and conditions of employment

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