Director, Product Operations

AT A GLANCE
We are seeking a strategic and experienced Director of Product Operations to lead and optimize our call center operations and end to end Issue management for our Prevention products. This role will play a crucial part in ensuring the seamless operation and support of our digital healthcare platforms by identifying, addressing, and resolving issues promptly and effectively, ensuring efficient operations as well as exceptional client and member experiences. Where You'll Be

To prioritize togetherness, culture, and accountability, RVO Health operates on a hybrid in-office work schedule. We expect employees to work from our South Charlotte office Tuesday, Wednesday and Thursday each week. You are welcome to work remotely Mondays and Fridays if you wish.

1101 Red Ventures Dr Fort Mill, SC 29707

What You'll Do

• Operational Leadership: Lead and oversee the day-to-day operations of the digital healthcare call center, ensuring high standards of service delivery, efficiency, and patient satisfaction.
• Strategy Development: Develop and implement strategic plans to optimize call center operations, improve service levels, and enhance patient engagement through digital channels.
• Issue Identification and Resolution: Develop processes (including control points and monitoring) to identify issues, bugs, or user concerns. Investigate root causes and coordinate with internal teams or vendors to resolve issues promptly.
• Performance Management: Establish and monitor key performance indicators (KPIs) related to call center operations, such as response times, first call resolution rates, and customer satisfaction scores. Implement initiatives to achieve and exceed performance goals.
• Team Management: Recruit, train, and mentor a high-performing team of call center managers and agents. Foster a culture of accountability, collaboration, and continuous learning within the team.
• Technology Integration: Collaborate with IT and digital health teams to integrate new technologies, digital tools, and platforms into call center operations to enhance efficiency and patient engagement.
• Quality Assurance: Implement quality assurance programs and processes to ensure compliance with healthcare regulations, service quality standards, and best practices.
• Stakeholder Communication: Serve as a primary point of contact for internal stakeholders, including senior management, IT teams, and clinical operations, regarding call center operations, performance metrics, and strategic initiatives.

Pursuant to various state Fair Pay Acts, below is a summary of compensation elements for this role at the company. The following benefits are provided by RVO Health, subject to eligibility requirements.

• Starting Salary: $120,000 - $150,000
  *Note actual salary is based on geographic location, qualifications and experience
• Access to a Free Udemy for Business subscription-thousands of hours of learning content on hundreds of different subjects at your fingertips
• Health Insurance Coverage (medical, dental, and vision)
• Life Insurance
• Short and Long-Term Disability Insurance
• Flexible Spending Accounts
• Paid Time Off
• Holiday Pay
• 401(k) with match
• Employee Assistance Program
• Paid Parental Bonding Benefit Program
• Pharmacy Benefits
• Income Protection Plans
• Pet Services Plans
• Mental Health Support
• Wellness Coaching
• HSA- Health Savings Account
• Commuter Benefits
• Gym & Fitness Center Discount Program

Who We Are:

Founded in 2022, RVO Health is a new healthcare platform of digital media brands, services and technologies focused on building relationships with people throughout their health & wellness journey. We meet people where they are in their personal health journeys and connect them with both the information and the care they need. RVO Health was created by joining teams from both Red Ventures and UnitedHealth Group's Optum Health. Together we're focused on delivering on our vision of a stronger and healthier world.

RVO Health is comprised of Healthline Media (Healthline, Medical News Today, Psych Central, Greatist and Bezzy), Healthgrades, FindCare and PlateJoy; Optum Perks, Optum Store and the virtual coaching platforms Real Appeal, Wellness Coaching, and QuitForLife.

We offer competitive salaries and a comprehensive benefits program for full-time employees, including medical, dental and vision coverage, paid time off, life insurance, disability coverage, employee assistance program, 401(k) plan and a paid parental leave program.

RVO Health is an equal opportunity employer that does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or any other basis protected by law. Employment at RVO Health is based solely on a person's merit and qualifications.

We are committed to providing equal employment opportunities to qualified individuals with disabilities. This includes providing reasonable accommodation where appropriate. Should you require a reasonable accommodation to apply or participate in the job application or interview process, please contact [redacted].

We do not provide visa sponsorship for this role at this time.

RVO Health Privacy Policy: https://rvohealth.com/legal/privacy