Position Overview
- Location Type: Remote
- Employment Type: Full-time
- Salary: Competitive salary with generous annual cash bonus
- Summary: Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time. The Client Services team sits within the Customer Experience org and works together with many cross-functional partners (Sales, Customer Success Managers (CSMs), Marketing Operations, Client Analytics, and Engineering) to provide a seamless post-sales onboarding experience for our customers and participants.
Job Overview
The Team Lead plays a pivotal role in ensuring the seamless delivery of post-sales onboarding activities, supporting a team of dedicated professionals, and driving operational excellence. This position requires an innovative thinker with exceptional leadership skills, a customer-centric mindset, and a proven track record in managing client relationships and operational workflows.
Responsibilities
- Lead daily check-ins to manage queue, maintain SLAs and assist team with prioritization.
- Recognize and investigate trends, KPIs, knowledge gaps, missed SLAs, and other opportunities for improvement.
- Host monthly retro meetings, gathering examples from monthly QA of tickets, and coordinating documentation updates.
- Manage projects, often collaborating cross-functionally, to streamline workflows, resolve escalations, enhance overall operational efficiency, and drive impactful long-term solutions.
- Lead, motivate, and mentor a team of direct and indirect reports to ensure high performance, engagement, and career development.
- Foster a healthy, motivating, and collaborative team culture.
- Support the Client Services Manager in conducting regular performance reviews, set clear goals, and provide constructive feedback to team members.
- Build and maintain strong relationships with key cross-functional partners to understand their needs, expectations, and challenges.
Core Competencies
- High business acumen and operational understanding of business functions.
- Time management skills to handle a wide array of priorities and timelines while maintaining sharp attention to detail.
- Skilled in proactively finding opportunities for process improvement, identifying complex issues and evaluating potential solutions.
- Self-motivated and flexible in order to adapt to changing priorities in a fast-paced environment.
- Passionate in motivating others and fostering a collaborative and positive team culture.
Benefits
- Competitive salary with generous annual cash bonus
- Stock options
- Remote first work from home culture
- Flexible Time Off to help you rest, recharge, and connect with loved ones
- Generous parental leave
- Health, dental, and vision insurance (and above market employer contributions)
- 401k retirement savings plan
- Lifestyle Spending Account (LSA)
- Mental Health Support Solutions
- ...and more!
Company Information
Omada’s Values
- Start with Trust. We listen closely and we operate with kindness. We provide respectful and candid feedback to each other.
- Seek Context. We ask to understand and we build connections. We do our re
Skills
Omada Health
Virtual care for chronic condition management
About Omada Health
Omada Health provides virtual care programs aimed at helping individuals with chronic conditions improve their health over the long term. Their approach combines clinical protocols with behavioral science to create personalized interventions for issues like diabetes prevention, weight management, hypertension, and musculoskeletal problems. The programs are evidence-based and have shown positive results in peer-reviewed studies. What sets Omada apart from competitors is their focus on creating engaging programs that encourage participants to stick with them, leading to reduced healthcare costs and improved health outcomes. The goal of Omada Health is to leverage technology and human care teams to support members in achieving lasting health behavior changes.