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Marketplace Operations Lead - San Francisco, United States - Clipboard Health
Description
[Full Time] Marketplace Operations Lead at Clipboard Health (United States) | BEAMSTART JobsMarketplace Operations Lead
Clipboard Health United States
Date Posted
28 Apr, 2023
Work Location
San Francisco, United States
Salary Offered
$80000 — $120000 yearly
Job Type
Full Time
Experience Required
No experience required
Remote Work
Yes
Stock Options
No
Vacancies
1 available
Why Clipboard Health Exists:
We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity.
We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent.
Our mission is to enable healthcare professionals to work when and where they want and to enable healthcare facilities to meet their talent needs.
About Clipboard Health:
Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent.
We have been named one of YC's Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months.
There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients.
To learn more about the culture at Clipboard Health, take a look at our culture hub here.Overview:
The Operations Leader is responsible for maintaining and improving the efficiency and productivity of Marketplace Operations.
Success in this position will be measured by your ability to manage and improve our people, processes, and technology systems in order to best respond to our customer's needs quickly and accurately.
You will be in charge of leading a large, international team of customer operations representatives that services thousands of customers every day.
Your efforts will be instrumental in defining new standards for Marketplace Operations at Clipboard Health.Responsibilities:
Hold Marketplace Operations team members accountable to uncomfortably high standards of productivity and efficiency, as measured by both process and outcome metrics
Provide weekly feedback to direct reports that meet Clipboard Health standards for quality feedback
Proactively identify operational inefficiencies within the Marketplace Operations team and surface opportunities for improvements
Draft new SOPs, update team guidance, train team members, and assist with writing critical team documents to solve discovered problems
Coordinate with Marketplace Operations team to lead and implement process improvements and policy updates
Monitor key operational metrics and troubleshoot issues as they arise
Queue volumes
Average handling times
First response times
First resolution times
Agent productivity
Oversee headcount and manage schedules based on anticipated demand volumes
Create accurate forecasting models
Propose cuts/additions to headcount per these forecasts
Collaborate with Marketplace Operations Leaders to create and implement a standard performance plans
Standard ramp-up period for new hires
Key productivity metrics and timelines
Interventions if target productivity metrics are not hit
Clear termination criteria
Manage personnel and scheduling requests for Marketplace Operations direct reports
Delegate specific responsibilities to team members as appropriate
Track how well these individuals are doing at the assigned tasks
Run Weekly Business Review meetings
Attend weekly Marketplace Operations Leadership meetings
Must haves:
Excellent management skills; effective at leading a team of 10-15 customer support representatives; holds direct reports accountable to high standards; comfortable making difficult decisions in the face of ambiguity; conducts efficient and effective meetings
Ability to defect hunt operational inefficiencies and find root cause problems; propose and implement processes improvements that address these problems
Exercises sound judgment when solving complex customer cases; logic grounded in enterprise-level goals and values
Comfortable communicating and coordinating efforts across stakeholders at various levels and positions across CBH
Adept at giving specific, relevant, and actionable feedback
Skilled at basic data analyses, including multivariable regression, hypothesis testing, and service line optimization
Excellent written and verbal communication skills; ability to deeply empathize and communicate with Clipboard's customers
Embodies the Clipboard Health values of Ownership, Initiative, and High Standards
Other expectations:
Given the close collaboration required between this position and Customer Operations leadership, this position must spend a minimum of 75% of their working hours between 9am-5pm PST.
Connects healthcare facilities with nurses nearby.
Company Size:
People
Year Founded:
Not Specified
Country:
United States
Company Status:
Actively Hiring
Looking for Partners
Looking for Clients
Raising Funds
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