As Certify scales, we need to add rigor & structure to our operational processes to continue driving high customer satisfaction at increasingly attractive unit economics. We re looking to hire an Operations Team Lead to lead a critical pod of our Credentialing team - someone who combines best-in-class people leadership with strong subject matter expertise and a relentless focus on speed & quality. This individual will oversee a production-focused pod made up of operations analysts (OAs).
What Youll Do
People Management & Team Leadership:
You ll be the direct manager for a team that is responsible for hitting daily and weekly targets, constantly driving towards improved performance of our file processing even as volume grows.
Initially, several analysts will report to you; you will be responsible for their growth paths and success in their roles, focusing on both individual and team metrics.
You will hold weekly 1:1 meetings with the operations analysts on your team to review topics like: their file quality, their file throughput, blockers they are facing, ideas for improvement, and their career growth. You will lean in with lower-and-middle performers to coach them on ways to improve their file quality and productivity.
During company performance reviews, you will coordinate with Operations Management to determine performance ratings for the OAs on your team and you will deliver performance review conversations for your team members.
Every day you will host a standup with your team to cover yesterday s performance and the plan for today, and on a weekly basis you will review performance from the last week with the team.
Other focus areas will include: working to help onboard new hires; educating and supporting new team members as they train, and eventually you will be involved in the hiring process for new OAs who join your team.
Production Management:
You will be accountable for hitting the core performance metrics for the subset of clients that your pod leads. Your core metrics will be split across speed, quality, and efficiency of file processing. You will be obsessing over ways to improve each of these as volume scales.
Ultimately, you will be focused on ensuring that the files your team is responsible for are within SLA for the client(s) in question, and that the quality of the files is above and beyond client expectations.
Every day you will ensure your team s work has been effectively distributed to the OAs and that they are unblocked. You will coordinate with Credentialing Management to understand what the highest priority files are and ensure that your team is equipped to work on them.
You will review the data of your team s performance on a daily and weekly basis, sharing information upwards to management, downwards to the team, and laterally to your peers.
What Youll Need
Incredible coaching skills; you re someone who is energized by mentoring and developing highly productive and happy team members
A passion for seeing metrics improve week over weekA desire to get deep in the weeds to understand how processes function and how they re connected to driving key company metrics
An ability to get your hands dirty and build, being tactical for the short term and strategic for the long term
Extreme organizational skills
A strong track record of juggling multiple initiatives and clear ability to prioritize the most important things
