Director of Market Operations

Position Overview

• Location Type: Remote-first (Corporate office in Nashville)
• Job Type: Full-time
• Salary: Not specified

TailorCare is seeking a Director of Market Operations to manage and optimize processes for customer engagement, satisfaction, and revenue growth. This role emphasizes leveraging data to enhance the customer experience and market performance, serving as a key point of contact for customers and partners to ensure successful launches and ongoing management of partnerships.

Requirements

• 10+ years of experience in healthcare operations, health plan, or related spaces.
• Previous roles in account management, market operations, management consulting, or other partner services working with payer, provider, value-based care, or digital health settings.
• Willingness to travel (approximately less than 25%) for key partner meetings and occasional in-person internal meetings.
• Flexibility to work extended hours as necessary to achieve business goals.
• Bachelor’s degree required.

Responsibilities

• Strategic planning and execution:
  • Communicate internal priorities aligning market operations strategies with business goals.
  • Foster successful relationships with local market leadership and multi-market partners.
• Process optimization:
  • Identify and implement market process improvements to streamline workflows, enhance efficiency, and improve customer relationships.
• Data analysis and reporting:
  • Provide strategic analysis demonstrating TailorCare's impact and value for customers.
  • Track key performance indicators across customers and market operations to identify trends and opportunities for improvement.
  • Report findings internally.
  • Assist with the coordination of client data sharing and client invoicing.
• Cross-functional collaboration:
  • Partner with Growth, Clinical Operations, Data and Analytics, and Finance to support new market relationship implementation and growth.
  • Contribute insights from customer interactions to enhance product development, engagement, and marketing efforts.
• Technology and tools:
  • Evaluate and help implement new technologies or tools to enhance market operations and customer satisfaction.
  • Maintain a CRM database of market customers and partners.
• Customer success focus:
  • Cultivate and manage key relationships with customers, addressing needs and ensuring satisfaction.
  • Handle customer issues and escalations, coordinating with internal teams for resolutions.
  • Oversee communications, including preparing materials for business reviews and external meetings, aligning with mutually agreed-upon goals.
• Revenue growth:
  • Contribute to revenue growth through increased customer retention and expansion opportunities.
  • Collaborate with internal teams and external partners to identify and capitalize on new market business opportunities.
  • Convert market customers into TailorCare advocates, leveraging successes for references, case studies, and other promotional materials.

Company Information

TailorCare is transforming the experience of specialty care with a personal, evidence-based approach for joint, back, and muscle conditions. By assessing patient symptoms, health histories, preferences, and goals, TailorCare helps patients navigate the most effective treatment pathways. TailorCare values diversity and is a remote-first company with a collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain.