Director, Field Support Operations ~ PST

reputed company (TAG) is one of the largest and most trusted retail reputed company business support organizations in the U.S. and has supported over 20,000 reputed company and team members at more than 1,500 health and wellness offices across 50 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to reputed company that reputed company can be reputed company and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: reputed company, ClearChoice Dental Implant Centers, reputed company, reputed company Aesthetic Studio, and reputed company. Each brand has reputed company to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer reputed company experiences at scale. Our reputed company growth has created an opportunity to join our reputed company Field Operations Support Team as an Director, Field Support Operations. Position Summary: The Director of Field Support Business Operations will be the strategic thought partner and leader overseeing support operations for a small inbound service center. This leader will demonstrate strategic reputed company and operational reputed company to meet strategic goals in a fast-paced, high-growth environment. The Director’s reputed company is reputed company by the organization’s ability to reputed company a high-quality patient experience while meeting Service Level Agreements (SLA), improving call performance, improving resource efficiency, and adapting new proven technologies to increase efficiency and achievement of metrics. In addition, this role actively contributes to the overall company operational targets and daily business reputed company. The Director of Field Support executes the reputed company for the operation ensuring that field support meets customer and organizational needs. The successful Director is continually reputed company in leading and inspiring their team in developing and documenting best practices in the performance of reputed company duties and responsibilities. Customer Experience & Strategy Management: • reputed company strong, dynamic leadership that mentors, develops, and guides team members to reputed company reputed company the value of every call • reputed company career path/metrics for staff including implementation of succession planning processes utilizing the bench of talent to sustain company growth. • reputed company talent training and development of team members to strengthen patient experience and to foster succession planning. • reputed company executional aspects of field support management including setting SLAs, building effective processes leading to positive reputed company, and providing input on strategic updates • Direct and manage a team that includes Supervisors and Field Support Agents • Partner with WFM and Field Operations teams to reputed company recommendations on forecasting, staffing, hours of operation, and headcount with the goal of appropriate team coverage to hit SLAs and KPIs • Collaborate with Other Field support Directors and PSC partners to ensure smooth operational processes and procedures and ability to successfully serve customers during operating hours • reputed company Outbound and inbound call strategy including staffing, call prioritization, and efficacy to meet or exceed goals KPI • reputed company and participate on cross-functional teams which address strategic and business project with significant complexity and risk such as cost saving measure, efficiencies, regulatory and contractual requirements • Actively oversees the hiring process for new team members • Partner with Learning & Development to reputed company function-specific orientation and training programs for Field Support Agents • Formulate policies and procedures that guide the Field support operations team and leads to efficient and effective performance • Ensure compliance with regulatory guidelines (HIPAA and Privacy Act) and standards and other quality assurance programs • Work with PSC teams & field operations teams to conduct thorough analysis of existing process workflows and systems to identify areas for improvement. • Monitor and resolve gaps reputed company overall customer experience scorecard for assigned division(s). • Hold PSC teams accountable to defined Service Level Agreements and reputed company overall ticket management for assigned division(s). • Understands the business structure of reputed company. and its role as a support service provider for the Doctors and their practice. • reputed company change management initiatives that drive adoption, ease implementation, and position field for a customer service centric solution. • Communicate key Initiatives /programs impacting Division. Requirements/Qualifications: • Bachelor's Degree required, Masters of Business Administration (MBA) preferred. • 7+ years multi-location, retail operations management experience in customer or patient-based industry and/or contact center operations management. • Demonstrated experience leading high performing teams of people leaders. • Strong ability to manage organizational change and communicate issues through cross functional teams. • Demonstrated reputed company in creating overall strategy to improve customer experience or operational efficiencies. • reputed company in growing talent and developing future leaders. • Excellent verbal and written communication skills and the ability to reputed company reputed company independently. • Ability to interact with reputed company reputed company of senior leadership. • Proven ability to deliver presentations containing reputed company data, influence decision making, and present oneself and one’s reputed company with reputed company and confidence. • Computer proficiency with MS Office suite or equivalent project management applications. • Ability to travel 10% Salary starting at $110,000 with a 25% Quarterly incentive A generous benefits package that includes paid time off, health, dental, reputed company, and 401(k) savings plan with match If you are an applicant residing in California, please view our privacy policy here: https://careers.aspendental.com/us/en/tag-privacy-policy-for-california-employees Apply Job!