Director of Partner Operations and Implementation

As a Director of Operations & Implementation, you will own the day-to-day business relationship with Cricket’s payer and health system partners, working closely with internal and external stakeholders to ensure the success of our deployments and the growth of our business.  This is an exciting opportunity to have an impactful role as a leader in a fast-growing mission-driven organization.

This is a key strategic account management and growth-oriented leadership role for Cricket, and will report directly to the Head of Operations and Implementation. Successful candidates will be equally comfortable thinking strategically and rolling up their sleeves to manage the day-to-day needs of our field deployments.  This role is responsible for fulfilling Cricket’s contracts, building long-lasting customer relationships, directing key parts of Cricket’s business, and performing along four dimensions:

- Partner deployment and implementation

- Patient enrollment, outcomes and satisfaction

- Partner satisfaction and retention

- Partner growth and expansion

As a leader at Cricket, candidates must demonstrate an appreciation for and commitment to the Company's mission, culture and brand in the marketplace. This person will need to work constructively across Cricket to deliver world-class customer support to our partners, guide the ongoing development of our services, and drive growth for the Company.

Primary Responsibilities:

• Serve as primary executive account manager with at least one Cricket health system or payer partner
• Establish strong relationships across a variety of levels and areas of expertise that may include C-suite, clinical leadership, and project managers at hospital systems, value-based care organizations, health plans, clinics, etc.
• Lead all implementation efforts and build a strong foundation for a successful deployment, strong financial performance and long-term partner satisfaction
• Lead all project management, reporting and relationship management activities to proactively inform relevant stakeholders, manage expectations, and resolve issues
• Establish the Cricket team as trusted advisors for our partners, understanding and supporting their strategic plans with our service offering
• Develop and implement effective management processes (e.g. weekly monitoring, quarterly joint operating committees, governance, engagement plans)
• Develop a strong understanding of partner needs, and collaborate with all stakeholders to achieve our mutual financial, operational and growth goals
• Identify new areas of growth for Cricket, including expanding to new lines of business, through extending more of our services
• Collaborate with Cricket clinical leaders to support the successful integration of clinical programs, and ensure the delivery of clinical outcomes and goals
• Coordinate with Cricket teams to further develop our product roadmap, clinical offering, patient experience design, and network development strategy

This role requires both strategic and operational excellence including:

• Responsive, solution-oriented customer service
• Resourceful, results-oriented and self-directed leadership, execution and accountability
• Entrepreneurial creativity and flexibility
• Strong executive presence and communication skills (in-person, phone, digital, presentation)
• Constructive collaboration with Cricket sales, clinical, finance, product and operations teams, and all partner stakeholders (C-Suite, Medical Directors, IT/Data, Project Managers, etc)
• Deep curiosity and willingness to learn the business
• High integrity and the ability to learn from mistakes
• Data-driven decision making
• Strong commercial and financial judgement
• Detail and action-oriented problem-solving
• Experience building long-term customer relationships, and high-performing teams
• An ability to manage and lead through complexity and ambiguity
• Understanding the healthcare ecosystem, key trends, and the likely impact on our partners

Required Qualifications:

• 8-10+ years of successful client relations, client retention and client growth leadership experience
• Prior consulting, strategic account management, business development, relationship management, client services and/or customer success experience preferred
• Strong understanding of the US healthcare system (value-based care, health plans, hospital systems, etc), and passion for addressing the needs of underserved populations
• An ability to work autonomously
• Bachelor's degree from an accredited university
• MBA or equivalent is strongly preferred
• Willingness to travel > 50% and as needed to support local deployments in Oregon, California and other locations based on future partnerships

Benefits:

• Competitive salary
• Stock options + extended option exercise window
• Health, dental and vision
• 401k retirement savings plan