[Remote] Service Excellence Director at Included Health

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

8+ years of experience in client service delivery, program management, and customer success operations in a cross-functional SaaS or service-driven environment
Demonstrated success in holding cross-functional teams accountable and driving results without direct authority
Proven experience identifying patterns and themes in complex data sets and delivering solutions at scale
Strong project and stakeholder management skills with the ability to manage multiple initiatives simultaneously
Adept at managing through ambiguity and building structure where none exists
Excellent communication, executive presence, and storytelling skills—able to distill complex information into c

Responsibilities

Client Escalation Oversight: Facilitate recurring cross-functional client escalation forums for rapid issue triage, RCA, and resolution; drive accountability for RCA completion and timely resolution; identify escalation themes and lead efforts to address systemic gaps; partner with Product, Engineering, Member Care, Clinical, and IBEX to prioritize escalations by impact and urgency
Performance Tracking & Reporting: Define and implement SLAs with cross-functional partners; monitor and report on SLA adherence using a scorecard by client segment and functional area; deliver a monthly escalation report detailing volume, days open, escalation rates, MSAT, NPS, SLA performance, cross-functional ownership, and trends
Client Service Recovery / High-Risk Client Mitigation: Aggregate and analyze high-risk mitigation plans from audits/remediation; identify themes and address root causes cross-functionally; ensure Client Service Recovery plans are in place, with collated themes, actions, and accountabilities for leadership awareness and resources
Strategic Collaboration: Partner with Senior Directors to drive consistent delivery improvements around remediation processes, RCA communications, and SLA tracking; support VP in monthly leadership updates and quarterly board reports detailing escalation trends and service delivery
Systems & Infrastructure Development: Lead the definition and implementation of a company-wide case management system to log, triage, assign, and resolve escalations; ensure system supports cross-functional visibility, accountability, and workflow alignment
Client Engagement & Voice of The Client: Develop, curate, and deliver content for client engagement initiatives, communications, and webinars; collate data to share Voice of The Client with internal stakeholders, including reporting Client NPS feedback, themes, and service excellence progress toward NPS targets

Skills

Included Health

Healthcare advocacy and specialized care services

About Included Health

Included Health focuses on enhancing the healthcare experience for individuals who often face challenges in accessing quality care. The company provides a variety of services, including primary care, behavioral health, and virtual care, ensuring that members receive timely and appropriate treatment. Their model emphasizes 24/7 on-demand care with a diverse group of providers, allowing for personalized support tailored to complex health needs. Unlike many competitors, Included Health prioritizes underserved populations and partners with employers and consultants to deliver comprehensive healthcare solutions that not only improve health outcomes but also help reduce costs. The ultimate goal of Included Health is to make quality healthcare accessible and understandable for everyone, particularly those who have been overlooked by traditional healthcare systems.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$337.5MTotal Funding

GROWTH_EQUITY_VCCompany Stage

HealthcareIndustries

51-200Employees

Benefits

Along with comprehensive medical, dental and vision plans; all employee spouses and children can access Included Health services at no cost. For time off, take it when you need it with our unaccrued discretionary time off for all exempt employees.

Risks

Competition from Teladoc and Amwell threatens market share.

Post-merger integration challenges could affect service delivery.

Regulatory scrutiny on telehealth may impact operational flexibility.

Differentiation

Included Health offers integrated primary and behavioral health services.

They provide 24/7 on-demand care with diverse providers.

Their data-driven approach enhances healthcare outcomes and reduces costs.

Upsides

Rising demand for telehealth boosts Included Health's virtual care services.

Employers investing in healthcare benefits expand Included Health's client base.

Value-based care models align with Included Health's focus on outcomes.

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