Director, Client Operations

Job Description

Job Description

Salary : About Eon Health :

At Eon, our mission is to make patients healthier and healthcare affordable. Eon Patient Management (EPM), identifies patients with disease risk and streamlines clinical decision analysis so clinicians can work at the top of their licenses. With unique solutions across multiple disease states, we drive unprecedented adherence to care pathways, so that more patients are seen and more survive. When patients win, healthcare systems win - both clinically and financially.

As a market leader in incidental tracking and patient management, Eon is pioneering the use of Artificial Intelligence to enable healthcare enterprises, ranging from small health systems to large, national-scale IDNs. We have a unique and dynamic team that is focused on results, and employment opportunities both local to our Denver office, and remote based.

As we continue to grow, we are seeking a Director Customer Operations to optimize client-facing teams, ensuring that Eon Health consistently delivers outstanding customer experiences and operational excellence.

Job Overview :

As the Director, Client Operations you will be responsible for overseeing a diverse portfolio of strategic, operational, and administrative activities that directly impact client experience and satisfaction. You will help lead client operations across customer success, implementation, and support teams, and be tasked with driving key performance initiatives to optimize processes and foster continuous improvement. You will report directly to the SVP of Customer Experience and collaborate closely with other departments to align on company goals and client objectives. This role is ideal for an experienced leader with a proven track record in the healthcare IT space, particularly within fast-growing digital health or healthcare tech startups.

Key Responsibilities :

• Process Optimization : Identify and implement strategies to enhance the efficiency, quality, and scalability of client deployment processes, improving throughput and reducing friction for clients.
• Customer Experience : Design and implement initiatives to create a seamless, standardized experience across all customer touchpoints, ensuring consistency in service delivery.
• Strategic Alignment : Translate company-wide objectives into specific, measurable customer experience goals and objectives. Drive alignment and accountability across client-facing teams to achieve targets.
• Cross-Functional Collaboration : Partner with engineering, product, support, and customer success teams to optimize technical operations and enhance overall service delivery.
• Implementation Excellence : Support the creation and execution of standardized client implementation plans, ensuring smooth rollouts and strong collaboration between teams.
• Capacity Planning : Support capacity planning to ensure teams are appropriately staffed to handle growing customer demand and deliver exceptional service.
• Agile Optimization : Promote agile processes to adapt quickly to changing market needs, including continuous improvements through customer journey mapping, NPS surveys, and internal handoffs.
• Training & Development : Assess training needs and implement programs to foster the ongoing development of client-facing teams.
• Technology & Tools : Own the strategy for customer experience technologies, ensuring tools and systems are optimized to enhance operational efficiency and align with client and company needs.
• Performance Reporting : Develop and lead regular reporting on client experience metrics, providing insights and actionable recommendations for continuous improvement.
• Problem-Solving & Strategy : Lead the planning and development of strategies to address critical client experience challenges and drive solutions across cross-functional teams.

Qualifications :

So whats in it for me, you ask?

We pride ourselves for being a culture-based company buzzing with high-energy. Aside from the enthusiastic environment, youll enjoy :

Eon is proud to be an equal opportunity employer committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind and strive to create an environment where all team members can thrive.

remote work