Team Lead, Client Services

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