ParetoHealth Looking for Vice President Customer Operations at United States Full Time

About Pareto Health

Established in 2011, Pareto Health is changing the way employers take control of their health benefits. We are the largest employee benefit group captive manager in the country. We are a private-equity backed, rapidly growing company. We have grown from a true start up to over 200 employees currently. Our powerful new approach to financing employee benefits reduces costs without increasing the risk. Pareto is uniquely positioned to help a large swath of the market adopt smart, sustainable, multiyear strategies for optimal healthcare delivery.

WHO WE ARE

People who take their work—but not themselves—seriously. If you’ve been called a sponge or an overachiever and “sense of humor” is high on your list of personal attributes, you’ll be in good company.

WHAT WE DO

We challenge convention, our industry, and ourselves. Doing our jobs well means repeatedly reimagining what’s possible. We’re optimizing healthcare delivery and putting an end to insurance as usual.

WHY WE DO IT

We believe in change for the better. The status quo isn’t cutting it (especially for mid-sized employers). We like rooting for the underdogs. “Insurance” and “interesting” can co-exist in a sentence.

Position Summary

We are rapidly growing our business, partnering with health benefits consultants, employers, and industry partners, to improve healthcare and reduce costs for small to medium-sized businesses and their employees. Our engaged community of likeminded employers continue to choose Pareto to finance their benefits and, while we proudly maintain a 97% retention rate, we are constantly looking for ways to further enhance our community and delight our clients.

We are looking for a collaborative, data-driven, and accountable leader to expand our client success strategy and operations team. As the Vice President of Customer Operations you will drive critical initiatives to advance our Account Management team and the 2,400+ employers we support, improve operations, identify actionable insights from our data, and deliver impactful business results. You will work cross-functionally to support the Account Management team to operate at scale and advance data analytics and reporting, post-sales enablement and training, and management of KPIs. As a member of the Account Management leadership team, you will play a critical role helping unlock Pareto’s next phase of growth as we deepen and expand our healthcare platform. This role will report directly into the Chief Underwriting Officer.

Responsibilities

• Utilize data and analytics to understand customer behavior, identify actionable insights, and predict future trends, including but not limited to journey mapping, segmentation, surveying, and client health scoring to devise the optimal support and engagement model for Account Management team
• Define, track, and report out on departmental OKRs, performance, and KPIs; partner with Finance and Tech to build dashboards and reporting to monitor team performance and measure KPIs
• Identify, document, and streamline implementation, account management, and related processes and workflows, including SFDC
• Evaluate, select, implement, and manage tech stack and tools to support team operations in partnership with Tech team
• Deploy strategies to advance team priorities around customer communications and expansion of services, partnering with Marketing, Cost Containment, and Product teams
• Support post-sales enablement and training to ensure team has the skills and tools they need to succeed, including the development and delivery of onboarding, training programs, and resources
• Partner with Account Management leadership to support team communications, executive and board materials preparation, and budget management and planning processes
• Drive cross-functional strategic initiatives and projects, whether it be leading as a program manager and/or serving as a team representative
• Serve as a player-coach and will build out a team of direct reports focused on customer operations

Qualifications

• 10+ years of customer strategy and operations experience, with at least 5 years of healthcare industry experience, preferably in insurance and/or employer health benefits
• Deep experience in customer operations and customer success
• Experience building Tableau (preferred), Looker or other BI solution
• Ability to build credibility by being a detailed oriented, data fluent customer operations leader
• Experience implementing and optimizing client health scoring
• Familiarity with best-in-class tech stacks for customer success management, including SFDC
• Proven track record taking an idea from concept through execution
• Excellent communication and presentation skills and ability to confidently communicate with customers, partners, and senior executive leadership
• Ability to build strong relationships and successfully motivate and inspire cross-functional team
• Thrive in a dynamic, fast-paced environment that’s growing and evolving rapidly
• Bachelor’s degree, MBA or advanced degree preferred

Pareto Perks

• Pareto offers a competitive compensation package commensurate with skills and experience. In addition, Pareto offers a robust benefits package including Medical (100% employer paid), Dental, Vision, STD/LTD, and employer 401(k)contribution. We are experiencing 40-50% growth year over year, which means there are real opportunities for both vertical and horizontal development career growth.