We’re looking for a Customer Strategy & Operations Manager to join the Customer Experience and Care Delivery team, with a focus on enhancing the customer experience through improved engagement with customers and internal cross-functional stakeholders to facilitate faster go-lives, ramp-ups, and expansion of existing programs, while laying the groundwork for continued growth.

Responsibilities:

  • Partner closely with the VP of Customer Strategy & Operations to enable customer experience excellence, by assessing current needs, developing tools, processes, and approaches to address gaps, and supporting account teams to deliver
  • Oversee customer-facing cadences and identify opportunities to better align teams and leadership to ensure effective communication and coordination across key stakeholders
  • Support CECD leadership in preparing for and integrating new customers into existing operations, as needed
  • Review existing customer Launch process and identify and implement initiatives to reduce time to go live
  • Support internal coordination and community-building initiatives, as needed
  • Become a strategic consultative partner to internal teams quickly and to external/client teams over time by becoming an expert on Imagen’s business models.

Required Qualifications:

  • Must have 3-6 years of management consulting experience from a top-tier firm.
  • Strong process orientation and program management experience – You can effectively assemble and manage the internal expertise required to meet client expectations.
  • Ability to zoom in and out – You can synthesize a large amount of information into well-informed strategic choices for the business while also deeply understanding the details pertaining to a current assignment.
  • Determination to succeed and evidence of tangible impact for clients and your past company(ies) – You are motivated to align the goals of the customer with Imagen’s goals in order to achieve success.
  • At least 3 years of healthcare experience, ideally in provider or retail health settings.
  • Ability to travel up to 20-30% of the time for client-specific visits and internal working sessions.
  • Strong content development skills (playbooks, presentations, etc.).

Imagen is committed to the principle of equal employment opportunity for all employees and applicants for employment and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  Imagen will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The base salary for the position is between $140,000 – $160,000, plus equity and benefits. Please note that the range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

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