Head of Service Experience

Maven is the virtual clinic dedicated to women’s and family health. Named one of Fast Company’s “10 Most Innovative Healthcare Companies” in 2018, Maven’s leading family benefits platform both advances women in the workplace and empowers every pathway to parenthood, making it easier for parents to start and grow a family during a critical time in their careers.  Maven was founded in 2014, operates the largest proprietary women’s and family health telehealth network in the country, and has raised $42m in capital from top investors including Sequoia and Oak HC/FT.

Maven is looking for a Head of Service Experience to join our operations team and own key operations and business functions providing critical services to our members and providers around the world. You will work closely with Maven’s COO and Director of Care Coordination to lead care coordination operational strategies as we scale (including inbound and outbound across videochat, private message, and email). Ideally, you have proven experience leading a clinical, quality-driven service organization and a notable track record of improving operational metrics and member experience.

Responsibilities:

• Work cross-functionally to develop capabilities and functions that deliver a connected, coordinated, outstanding experience for Maven’s members and providers
• Coordinate with Product and Marketing teams to align our messaging and communications strategy across member touchpoints
• Build best-in-class processes and leverage technology to drive automation, speed, and quality
• Own end-to-end care coordination operations ensuring operational excellence, clinical quality and regulatory compliance
• Drive continuous improvement to enable the organization to scale efficiently and effectively in line with Maven’s long-term vision
• You will be responsible for ongoing measuring and delivering on critical metrics — including service timing, member satisfaction, and member engagement and retention
• Bring a continuous improvement mindset that drives innovation to identify and implement incremental efficiencies over time

Requirements:

• Have 7+ years direct experience overseeing the functions identified above with the potential to lead other core operations functions over time
• Experience leading large teams across multiple sites
• Experience in operations management consulting, including direct experience standing up and/or turning around customer service centers
• Capability to work within a standardized workflow while also being able to handle unforeseen problems, craft on-demand solutions, and leverage solutions to improve existing workflows
• Experience building and implementing new processes and tools
• Excellent critical thinking, communication and change management skills coupled with the ability to influence cross-functionally
• Zendesk or similar vendor management experience a plus
• High emotional intelligence and experience leading a mission-driven team
• Experience in owning, driving and improving operational processes is a must

Benefits:

Maven employees are united in their quest to improve the health and well-being of women and their families in our community.  We seek to empower all of our team members to fulfill that mission and reach their full potential regardless of function, geography or experience level.  That’s why we invest in our employees, who are our most important asset in achieving our mission. To that end, we offer:

• Choice of great medical insurance plan options, including a plan for which the premium for employees is 100% covered by Maven
• Dental and Vision insurance plans
• 401(k) plan
• Access to the Maven platform service and free Maven appointments for employees, family & friends
• Free One Medical membership
• Citi Bike and ClassPass discounts
• Pre-tax commuter benefits
• Paid vacation time off
• Parental and other leave
• Sponsored learning & development programs
• Annual personal hobby stipend
• Weekly team lunches and bagel breakfasts
• Bottomless office snacks and regular happy hours
• Annual company offsite
• Newly designed NYC office in the heart of Tribeca
• Ongoing special days, such as designated ‘bring your child’ and ‘bring your canine’ to work days!

Maven is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.