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Customer Strategy & Operations Manager

Imagen Technologies

Imagen Technologies

Customer Service, Operations
Remote
Posted on Friday, May 10, 2024

Imagen Technologies is a high growth healthcare startup enabling patients to be diagnosed, treated, and managed at their primary care appointment (vs. having to refer out to hospitals, imaging centers and other slow and expensive options). Today, we’ve built an AI-enabled platform that enables patients to receive immediate diagnostic tests, immediate results, and immediate next steps – all in a single Primary Care appointment. For example: through our platform, women across the U.S. are now receiving comprehensive breast imaging, results, and specialist-driven next steps at their local Primary Care office, condensing a multi-month diagnostic journey into 60 minutes.

With over $160m in funding from Google Ventures and some of the largest clinical networks in the country, we are rapidly expanding this platform across the U.S. - from 16 states and 500,000 patients in 2023, to 20+ states and 1.5M patients in 2024. By 2026, we will be delivering care across 35 states and to more than 5m patients per year.

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.

Imagen Technologies maintains a Substance Abuse and Testing policy. Being under the influence of alcohol or controlled substances while on the job or while conducting business on Imagen’s behalf is prohibited. Imagen reserves the right to test any applicant or employee for alcohol and/or drug use, subject to compliance with any applicable state and/or federal laws.