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Title: SVP, Operations

Location: United States

Cohere’s Service Operations team is responsible for creating value for clients through service delivery everyday. We are seeking a highly skilled and experienced Senior Vice President of Operations to join our dynamic and fast-growing organization. As the Senior Vice President of Operations, you will play a pivotal role in shaping and executing Cohere’s operational strategy to achieve key performance goals. You will have the opportunity to lead by example, foster a culture of empathy and support, and drive operational excellence across our contact center and production environments. This is an exciting opportunity for an accomplished operations leader to make a significant impact in transforming healthcare experiences.

Reporting to the COO, this is a crucial role in our organization for both day-to-day operational success as well as long-term operational strategy, planning, and optimization. This leader will be responsible not only for the performance of hundreds of iniduals on the team but also for the cross-functional partnership between operations and other departments at the company. This inidual will also build and leverage relationships with clients to achieve the goals of the company. The work will be fast-paced with evolving needs, requiring flexibility, emotional intelligence, curiosity, and grace under pressure.

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that erse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

• Own the development and execution of Cohere’s operational strategy, including key performance goals
• Roll up your sleeves to immerse yourself in the day-to-day work of the team
• Lead by example for hundreds of team members by fostering a culture of empathy, empowerment, and support
• Maintain operational excellence by implementing efficient processes, optimizing workflows, and leveraging technology to drive productivity and cost-effectiveness.
• Stay informed about industry trends, best practices, and regulatory requirements, and proactively integrate them into operational strategies and processes.
• Provide coaching and mentorship to staff in order to foster talent and grow the organization
• Collaborate cross functionally with Business Planning, Training and Quality, Compliance, Product, Rules, Physicians, Clinical Programs, and other teams to achieve goals and partner on their planned initiatives
• Skillfully develop and manage relationships with external clients and partners, in collaboration with Business Development and Strategic Accounts teammates
• Ensure day-to-day execution of compliance with all required programs, policies and practices
• Carefully manage operational expense with an eye towards financial responsibility and company growth trajectory

Your competencies:

• Proven track record of experience in operations management, specifically in contact center and production environments
• Growing and scaling of large operational teams to achieve key performance goals
• Intentional, effective people leadership, including coaching, delegating, and providing actionable feedback
• Proficiency in data analysis and interpretation to drive data-driven decision-making and operational improvements.
• Strong strategic thinking abilities to develop and execute operational strategies aligned with the organization’s goals and objectives.
• Ability to identify key performance indicators (KPIs) and establish performance benchmarks to monitor and measure operational success.
• Aptitude for identifying trends, patterns, and operational bottlenecks to proactively address challenges and optimize processes.
• In-depth knowledge and experience in call center operations, including call management, queue management, and call routing strategies.
• Proficiency in workforce management principles and tools to optimize staffing levels, scheduling, and forecasting.
• Understanding of contact center metrics, such as Average Handle Time (AHT), First Call Resolution (FCR), Service Level Agreement (SLA), and Customer Satisfaction (CSAT).
• Familiarity with call center technologies, including Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and Computer Telephony Integration (CTI).
• Strong background in production management, encompassing process optimization, quality control, and workflow design.
• Knowledge of production metrics, such as cycle time, throughput, and yield, to drive operational efficiency and productivity.
• Experience implementing Lean Six Sigma methodologies or other continuous improvement frameworks to streamline production processes and reduce waste.
• Familiarity with production planning and scheduling techniques to ensure optimal resource utilization and on-time delivery.
• Familiarity with emerging technologies and trends impacting contact center and production environments, such as automation, artificial intelligence, and digital transformation.
• Solid understanding of financial management principles, including budgeting, cost control, and revenue generation.
• Experience managing operational expenses while ensuring financial responsibility and achieving profitability targets.
• Ability to develop business cases and financial models to support operational initiatives and investments.
• Ability to tailor communication styles to different audiences, including internal cross-functional teams and external customers and partners
• Excellent written and verbal communication skills, including proficiency in developing and delivering presentations
• High level of executive presence and proven track record interacting externally with clients / partners to achieve performance objectives
• Flexible and agile, comfortable with the ambiguity of a startup organization, skilled at working and building culture in remote environments, and self-directed
• Strong focus on continuous process improvement
• Exceptional leadership qualities, including the ability to inspire and motivate teams to achieve goals and maintain high levels of employee engagement.

Your requirements:

• Bachelor’s degree required
• 15+ years experience in the area of contact center/production operations
• 7+ years of experience in people management with demonstrated ability to recruit, manage and grow a high-performing team
• Experience managing fast-growing teams in a fast-paced environment