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Director of Operations

Take Command Health

Take Command Health

Dallas, TX, USA
Posted on Tuesday, July 9, 2024

About Take Command

Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

Let’s be honest—health insurance is usually a confusing, frustrating, and even emotional experience for people. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision.

About The Director of Operations Role:

We’re looking for a strong analytically minded and process-oriented operations leader, with a mix of strategic thinking and willingness to roll up your sleeves and get your hands dirty. We want the ultimate people person, who is eager and willing to help leaders and teams across the ACE (Agency & Client Experience) organization. Be ready to obsess about our customers’ satisfaction as you help continue to improve our customer service processes and tools.

Take Command is growing fast, with more clients and employees trusting Take Command’s platform and services to meet their critical health insurance needs. The right person for this role has the incredible opportunity to help Take Command deliver an elevated service experience and scale our client experience operations efficiently to meet this fast-paced growth.

More About This Role:

  • Operate as program manager (quarterback) for key larger-scale initiatives across ACE (Agency & Client Experience) function, reporting directly into the SVP of ACE.
  • Work collaboratively with other cross-functional leaders across ACE organization on their key initiatives, helping build/launch processes and tools to support their customer facing teams and helping drive key programs e.g. Open Enrollment.
  • Drive continuous process improvement across the client service function by gathering and incorporating feedback from team members and analyzing performance data. Evolve systems and processes across ACE to drive greater improvements, to help scale ACE operations efficiently as Take Command continues to grow. E.g. carrier API integration opportunities to improve application submission and verification. (Wearing a Lean/Six Sigma hat)
  • Map out and optimize end-to-end customer lifecycle program from brokers to sales to onboarding to client success. Explore and drive improvement opportunities to ensure clear hand off and optimal client experience.
  • Develop and implement collaboration process between ACE and Product teams, to ensure smooth flow of feedback and input, including voice of the customer (VOC) that can be incorporated into product roadmap.
  • Lead development of strategic programs around client success and experience initiatives to help measure and track overall customer health. E.g. NPS, CSAT, etc
  • Help operationalize large-scale product launches across ACE, to ensure appropriate resourcing strategy and training/readiness deployment. E.g. product launch, etc.
  • Plan and help design contingent work force strategy for ACE and client service operations, including strong collaboration with company’s Specialized Operations Support (SOS) vision.
  • Manage key contingent workforce partner relationships, including outsourcing firms and internal SOS teams.
  • Iterate and monitor workforce capacity modeling to recommend staffing needs for each support team, to scale efficiently with the business growth. Track actuals vs. plan, to advise adjustments accordingly.
  • This role has potential to have direct reports, with additional growth to the team as business needs evolve.

What We’re Looking For:

  • You have 5-7 years of Analytical and Operational experience, ideally in a fast-growing start-up.
  • You have a strong “get it done” mindset, with a strong affinity for execution and driving to outcomes.
  • Experience in managing cross-functional projects and initiatives, to help broader teams meet and exceed their goals. This role will require significant cross-functional alignment, which places a premium on the ability to listen, interpret and persuade.
  • You are analytically driven, with the ability to problem solve using data, and develop solutions with a clear-eyed and impartial focus on efficiency.
  • You’ve solved problems for 3-5 years relying heavily on tools such as Excel and PowerPoint, with a strong ability to analyze data and build models to deliver key insights.
  • You have working familiarity with CRM tools such as Hubspot, including building workflows, developing dashboards and understanding data tables.
  • You are able to effectively synthesize and present your insights to influence decisions. You are passionate about delivering focused and measurable improvements.
  • Experience dealing with competing priorities in a fast-paced environment.
  • A strong mix of technical and people skills. You’re just as comfortable leading meetings as you are reporting on data and analysis.

Compensation: $130,000--$150,000 + 12% bonus

Working at Take Command

We’re excited to build a team and culture that reflects our values! We offer competitive pay and health benefits to share with this position. Benefits do not apply to 1099 contract positions

  • A generously funded ICHRA for medical, dental, and vision premiums and medical expenses. You get to use our own product and we think that’s so exciting and rare!
  • Unlimited personal vacation in addition to regular company holidays
  • 401(k): 90-day eligibility for 4% match that vests over 4 years with a one year cliff!
  • Access to LinkedIn Learning
  • We have two beautiful offices in Richardson, Texas (City Line) and Austin, Texas (Holly Commons). The kitchen is well-stocked and we've designed the space to have lots of different areas to work--lounge on the couch, stand near your colleague at a kiosk desk or hole up in one of our phone rooms!
  • Paid parental leave for new parents
  • Flexible on where you work – we hope to see you around the office on average 3 days a week especially when white-boarding or building relationships with your colleagues, but you also have the ability to work from home or wherever you'd like when you need to get focus work done.

More About Us

We secured our Series B funding in 2023 and are thrilled to be able to expand our team. Despite being a small startup in a land of health insurance giants, we’re the recognized industry leader for what we do (health insurance reimbursements) and passionate about bringing it to market because we know we can help fix a broken system and improve our clients’ wellbeing and health outcomes.

We’ve been featured in The New York Times, The Wall Street Journal, The Dallas Morning News, and other national healthcare publications and are excited about our growth opportunities.

Take Command knows diversity and inclusion among our teammates is integral to our company’s success and growth. Our vision is to recruit, develop, and retain the best team from a diverse candidate pool.

This has mostly been about us, but we’d love to hear from you--we can’t wait to hear your story!

*Take Command is an equal opportunity employer! We celebrate diversity and are committed to creating an inclusive environment for all employees.