VP Trip Operations – San Diego, CA

Want to change the world? Yeah, so do we. We started our company to make a difference in the lives of millions of people, and we’re always looking for amazing talent to help us reach that goal. Our headquarters are located in sunny San Diego, which means beautiful beaches, warm weather, and great events.

If you want to join an amazing team, work in a beautiful city, and love what you do, then we want to meet you. We are currently in search of a VP Trip Operations to join our team. Read on, and if you think you’d be a good fit, please send us a resume.

Primary Responsibilities:

• Oversee our Call Center and Command Center operations, including creation and facilitation of workflows between these two highly critical operational units

• Develop highly-detailed, error proof processes and workflows which  ensure that we meet and exceed all client, member, and provider expectations while driving efficient operations

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage all available tools and resources

• Develop highly-scalable operations, ready to expand rapidly for new volume and geographies

• Use advanced data analytics tools to study performance, and define state-of-the-industry performance metrics and drive teams to meet those goals

• Drive a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified, implemented, and measured

• Develop and manage organizational budgets, manage teams to achieve financial targets, and identify/implement cost-saving initiatives aligned with strategic priorities

• Develop a communication strategy and guide the development and delivery of all training content, ensuring consistent execution with respect to business rules, tools, and customer service strategies

• Have a keen aptitude for technology, and work with our technology teams to evolve our product roadmaps and adopt new tools for every improving efficiency and quality

• Present operational efficiency ideas to senior management to drive business decisions

Required Skills:

• Bachelor’s degree in Business, Engineering or other technical discipline (MBA preferred), and/or 10+ years of experience in a customer facing contact center leadership role

• Expertise in Customer Experience and Call Center best practices and technologies, including demonstrated experience in scaling operational teams at large scale

• Expert knowledge of financial modeling, labor modeling, process design, training and employee development techniques

• Experience in a high-tech environment, and experience deploying technology to drive automation, efficiency, and automation

• Exceptional verbal and written communication skills; proven ability to communicate effectively and influence all levels of staff

• Experience managing large teams of diverse individuals

• Strong customer and employee culture orientation

• Demonstrated ability to recruit, develop, and retain top talent

• Experience in handling difficult and/or escalated situations

• Strong leadership, decision-making, and team building skills

• Proficient with call center metrics and reporting packages

• Proficient with telephony and workforce management solutions

• Extensive travel required

Work Culture

Our San Diego team is a group of motivated go-getters, working together to make a difference.  We’re looking for individuals with the following personality traits: Friendly, social, outgoing, positive, passionate, cool under pressure, detail-oriented, deadline oriented, quick learner, multi-tasker, great sense of humor.

As is typical in startups, we’re looking for people that love the opportunity to be involved in strategy and management at the top level, but also aren’t scared to get their hands dirty and do what needs to be done to make things happen!! We move quickly, and our team doesn’t know the meaning of “not my job.” We want people that want to get things done and can check their ego at the door.

We thank all applicants for their interest and effort in applying for this position, but only candidates selected for interviews will be contacted. This position is only for candidates legally allowed to work in the US, located in San Diego county or looking to relocate to the area.