A Marketplace for Healthcare professionals to find shifts.

Director of Customer Success at CareRev

Houston, Texas / Remote
Job Type
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About the role

CareRev , a 100% remote company, is bringing the future of work to Healthcare. We are developing a robust marketplace that connects trusted Healthcare professionals to relevant per diem shift opportunities. We are working to change the traditional relationship between Healthcare professionals and Healthcare facilities alike, aiming to build a future that ensures people who work in Healthcare have better tools and are empowered to be the healers they want to be.

The CareRev team is growing! We’re excited to add a Director of Customer Success to our Operations team. This individual will be responsible for our call center, credentialing, and operational support teams. We’re looking for someone who enjoys building processes from the ground up, and thrives in a fast-paced environment.

What You’ll Do:

  • Oversee our call center, credentialing, and operational support teams 
  • Identify critical performance/productivity metrics, and manage the team to those targets
  • Implement a systemic quality assurance (QA) process to ensure qualitative and quantitative standards are met amongst the team
  • Work across teams to manage projects, action items, deliverables, and outputs
  • Identify, recommend, and execute strategic improvements that enable CareRev to attain its company goals
  • Assist with the implementation of critical software to enhance our processes
  • Review and provide guidelines and best practices for maintaining a competitive edge
  • Analyze and respond to changing market conditions, including competitive benchmarking
  • Complete performance reviews, evaluations, and implement team and individual goals based on the metrics above
  • Leverage Salesforce to standardize team tracking and create a visible utilization Dashboard 
  • Oversee  the overall strategy and guidance of team members; delegate  tasks and lead projects
  • Collaborate with the product team to identify bugs and suggest product improvements related to the overall customer experience/journey
  • Support the creation of a standard onboarding process to include playbooks, standard operating procedures, decision trees, and templates
  • Review and improve current processes and workflows to ensure maximum efficiency for our end users
  • Review daily reports to identify trends in regions and or client types (enterprise vs. SMB) and present overall funnel metrics to Senior Leadership as needed 
  • Effectively communicate with CareRev users, clients, and internal team members to describe CareRev’s onboarding process, product, and value proposition.
  • Work cross-functionally with other stake-holders and teams, including Product, Strategy & Growth and Marketing

What We’re Looking For:

  • 7-10 years experience managing a team in a high capacity inbound contact center 
  • Experience in the growth stage of a company is required
  • Proven history of recruiting top talent and managing people is required
  • Proven ability to build, manage and foster a team-oriented environment
  • An enjoyment in identifying process improvements and comfortable working collaboratively with different teams and stakeholders such as senior management and engineering/product
  • Ability to manage multiple projects and priorities and deliver regular updates
  • Comfort working on deadlines and pivoting quickly
  • Data-driven and comfortable with holding the team accountable to monthly KPIs 
  • Proficiency in using Salesforce as a workflow management tool, and familiarity with G-Suite, Microsoft Office, Zoom, Slack, and other various presentation software
  • Bonus: Experience managing a remote team in addition to an offshore BPO team

A Few Reasons to Consider Us:

  • Comprehensive medical, dental, and vision benefits
  • Generous paid holidays & unlimited PTO
  • Partial 401k matching
  • 100% remote + office equipment reimbursement
  • Come help us change the future of healthcare work

CareRev  is building the #1 staffing platform for healthcare professionals. We partner with hospitals and medical centers across the US, and book thousands of specialized professionals through our app every month. We are putting transparency, fairness, and trust back on the table. We are excited to grow our team of 150+ employees distributed across the US in a remote environment! We deeply value changing the world for the better and work toward diversity across our teams while we scale our teams in breadth and volume. To date, CareRev has raised $50M in funding. In addition, CareRev has a fantastic group of investors, including Transformation Capital, top Healthcare VC firms, Y Combinator partners, and alumni. 

CareRev is 100% remote. We have small offices in Los Angeles, CA (Venice/Mar Vista) and Chicago, IL open for use by team members.

CareRev is an equal opportunity employer and will not discriminate against any employee or applicant for employment in an unlawful manner. We celebrate diversity and are committed to creating an inclusive environment for all individuals. CareRev treats all employees and job applicants based on merit, qualifications, and competence without regard to any qualified individuals' sex, race, color, religion, national origin, ancestry, gender (including pregnancy, breastfeeding, or related medical condition), sexual orientation, gender identity, gender expression, age, physical or mental disability.

Why you should join CareRev

Healthcare costs represent 17% of US GDP. That’s 3 trillion dollars! A large portion of that is costs associated with medical doctors, nurses and healthcare staff in general. The world of healthcare staffing is dominated by telephones, fax machines, and paper calendars. We’re building a future where the people who work in healthcare are better managed and are empowered to be the healers they want to be.

CareRev is an online marketplace for healthcare staff. Hundreds of medical centers in California and Florida find highly specialized nurses and technologists on every day.