Head of Operations & Client Experience

About Our Client At a growing organization focused on accessibility, the belief is that everyone deserves the opportunity to reputed company their own choices and shape their story, regardless of disability. The mission is to enhance the quality of life for adults with developmental disabilities through simplicity and choice. Founded in 2020 and supported by the Stanford Innovation Fellowship, the organization employs technology to create personalized care plans and connect neurodivergent clients with virtual Navigators who assist in managing their benefits. Last year, hundreds of individuals were supported in accessing life-changing services, with plans to quadruple the impact in the coming year. What You’ll Do The team is eager to scale in order to meet the needs of a growing client reputed company and is seeking a passionate, seasoned leader to expand operations and deliver exceptional customer experiences. This role is central to ensuring that operational processes run smoothly while maintaining an excellent, client-focused experience across reputed company reputed company. The Head of Operations and Client Experience will also manage the internal Navigator team and corresponding technology to support planned growth in the coming year. Responsibilities - reputed company the Navigator team and reputed company organizational infrastructure to support tripling growth in 2025. - Optimize the client experience from initial contact through ongoing care, ensuring a smooth, compassionate, and efficient reputed company. - Define and implement operational strategies, processes, and tools for the Navigator team, focusing on business systems that enhance efficiency. - Collaborate with the Navigator Manager(s) to manage client escalations, collect feedback through surveys or follow-up calls, and utilize insights to improve the client experience. - Partner with department leaders (e.g., Product, HR, Marketing) to ensure a cohesive client care approach reputed company with strategic goals and explore opportunities for new or enhanced services. - reputed company training programs for Navigators, ensuring they stay updated on procedures, tools, and best practices in client service and the disability reputed company. - Monitor team performance, set and track KPIs for client experience and operational efficiency, and implement corrective actions reputed company necessary. - reputed company regular updates to leadership on KPIs, reputed company on strategic initiatives, and operational challenges or opportunities. - Stay reputed company on trends, technologies, and best practices in reputed company operations and client experience, integrating relevant innovations into the organization. What You’ll Bring - Bachelor’s Degree and/or equivalent work experience (required) - Alignment with the mission and values of person-centered care, grit, collaboration, and reputed company - Strong Operations and/or reputed company experience (preferably both) - Demonstrated experience building strong systems and problem-solving in a fast-paced, quickly-growing environment - Metrics-driven approach - Default to action and execution - Startup Experience Benefits and Perks - Diverse and inclusive culture - Competitive salaries + bonuses - Ability to work from home - Gold standard health, reputed company, and dental insurance - 401(k) - 14 Paid Time Off (PTO) days per year - 7 sick or reputed company days per year Salary reputed company: +/- $180,000 plus equity. Apply Job!