Director, Service Excellence

Your Future Evolves Here

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.

Job Description

Evolent is looking to hire a Director of Service Excellence. This individual will serve on a central team within the customer organization focused on ensuring that we deliver best-in-class service to our customers. The director will be a key connection point into cross-functional teams, representing the customer team on key issues and initiatives representing multiple partners.

The person in this role will be responsible for managing incident response, ensuring that we are addressing issues in a timely manner, monitoring outbound documents to facilitate clear and consistent messaging around our value and performance, leveraging internal SME’s to educate customer-facing teams on key initiatives that drive value, and ensuring that we are providing transparent and proactive communication to our customers.

• Manage voice of customer insight gathering through survey administration and customer specific primary research
• Facilitate internal forums to promote alignment and accountability across internal teams (e.g., SLA timelines, product performance and value, data monitoring / platform issues, etc.)
• Serve as the main customer point of contact for key initiatives with a focus on solutioning, streamlining processes and working cross-functionally to ensure timely execution
• Coordinate customer communication (payer and provider) on key initiatives, projects, or issues/incidents that impact service delivery
• Develop an “issue resolution” playbook, promoting consistent definitions of problem types and standardizing solutioning
• Ensure SLA’s are maintained via a central database, instilling best practices for monitoring and managing across the customer org
• Monitor internal issue ticketing system / reporting to ensure key customer issues are being addressed in a timely manner

• 5+ years of experience in account management or client services role in digital health, healthcare, payer
• Previous experience managing a team of direct reports
• Strong track record of high client satisfaction, growth and retention
• Strong verbal, written and presentation skills; ability to communicate clearly and influence internal and external stakeholders
• Strong analytical skills; ability to understand data and present information accordingly
• Experience working in a cross-functional capacity
• Strong leadership and effective problem abilities; must be able to develop and grow relationships with executive leaders, and internal cross-functional teams

To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo  conduct identity verification during interviews, and final interviews may require onsite attendance. All candidates must complete a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment. The use of artificial intelligence tools during interviews is prohibited and monitored.

Misrepresentation will result in immediate disqualification from consideration.

We require that all employees have the following technical capability at their home:
High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router.…