Company Description

Accolade is a personalized health and benefits solution that dramatically improves the experience, outcomes and cost of healthcare for employers, health plans and their members. With a unique blend of compassionate advisors, clinical experts and intelligent technologies, we engage individuals and families in their health, establish trust, and influence their decisions at every stage of care. Accolade connects the widest array of personal health data and programs to present a single point of contact to the most effective health and benefits resources, while coordinating with providers at every step. Accolade consistently achieves 70 and higher Net Promoter Scores, 98% consumer satisfaction ratings, and up to 15% employer cost savings. Accolade has been recognized as one of the nation’s 25 most promising companies by Forbes, a fastest-growing private healthcare company by Inc. 5000, and is consistently rated a Top Workplace across the country. For more information, visit accolade.com. 

Job Description

The Sr Director of Operations, Solutions & Growth reporting to EVP Solutions & Growth, is responsible for the leadership and success of service operations for the Solutions & Growth organization. This team, consisting of nurses, benefits experts and provider services assistants, delivers high-value advocacy services across a broad range of Accolade Offerings, including Total Benefits, Total Care and Provider Services. Responsibilities for this role include designing, building and managing a new operations organization, overseeing process design & workforce management and achieving overall operational excellence, client experience and employee engagement. The ideal candidate will have a strong vision for the intersection of operations management and technology innovation in order to drive scale and quality. This individual will lead and develop a team of leaders who have direct accountability for the delivery of Accolade’s client experience, the execution of their client processes, and ongoing leadership and development of operations teams spanning multiple delivery centers in the United States. 

A day in the life…

• Build and run a world-class Operations function within the Solutions & Growth organization
• Deliver industry leading results

First Year Priorities

• Build innovative operational model for the Solutions & Growth offerings that will deliver industry leading client, customer and employee results
• Through the appropriate vision, organizational alignment, process excellence and utilization of modern technology and data science, enable the team to achieve tremendous growth and scale
• Provide deep, hands-on support in the engagement and development of the team in alignment with our Cultural Cornerstones
• Form strong working relationships across the business (Clinical, Field Ops, Tech, and Product) to further define, integrate and streamline operational best practices

Deliver Exceptional Customer Results

• Consistently review trends in results such as engagement, utilization and costs savings; develop and execute action plans to drive reliable and predictable results against our corporate and Operations priorities
• Serve as a senior voice of Operations to customers and external strategic partners
• Drive effective partnerships with teams across Accolade directly supporting your Operations teams (e.g., Customer Partnerships, Technology, R&D, Marketing, Analytics, etc.) to enable exceptional levels of operating performance

Enable an Exceptional Client Experience

• Ensure clients receive a consistently first class experience
• Achieve a Net Promoter Score (NPS) that meets or exceeds corporate and customer targets
• Work within the organization to solve for opportunities, defects and escalations in the service model

Enable an Awesome Employee Experience

• Drive consistent, rewarding employee experience via direct management of the Accolade team
• Develop future leaders in support of talent pipeline needs
• Champion the Accolade culture and leadership qualities to foster a supportive and inclusive work environment that values each individual for their unique skillset and background

Drive Continuous Improvement

• Lead the successful generation and utilization of company technologies, processes, and best practices
• Identify and lead operational projects that help Accolade get better at serving clients
• Solicit and share feedback with peers and leaders

Qualifications

What we are looking for…

• Bachelor's or Master's Degree in Operations management, Logistics, Business management and/or related fields
• 10+ years of relevant operations experience, with strong track record of leading and transforming service delivery at this scale, driving incredible levels of customer delight and value creation, and productivity, through the utilization of industry-leading technology and data science
• Lean Six Sigma Black Belt or related training
• Proven, hands-on leader who has a passion for operational excellence and fostering a work environment that supports individual growth and connectedness
• Demonstrated experience influencing change at all levels of the organization
• Ability to operate within a collaborative environment with highly motivated colleagues and interact with all parts of the business and staff function in diverse locations
• Strong personal presence, interpersonal skills, emotional intelligence and ability to influence and work effectively with others on the senior management team as well as individuals throughout the organization
• Demonstrated expertise and success driving operational excellence and executing process improvement with a business setting; measuring results and achieving targeted outcomes
• Comfortable operating with change and uncertainty, in a fast-paced environment with a high degree of autonomy, ambiguity, and accountability
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Additional Information

What is important to us...

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:

We find joy and purpose in serving others

Making a difference in our members’ and customers’ lives is what we do. Even when it’s hard, we do the right thing for the right reasons.

We are strong individually and together, we’re powerful

Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

We roll up our sleeves and get stuff done

Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We’re boldly and relentlessly reinventing healthcare

We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time.

All your information will be kept confidential according to EEO guidelines.