Director, Customer and Product Operations Support

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Report to Experian Health, oversee advanced technical support, client satisfaction, and process optimization for Experian's Claims Source product
Ensure resolution of client issues
Guide efficiency through automation and AI enabled enhancements
Lead a team of specialists dedicated to delivering high-quality support
Partner with clients, our teams, and partners to promote product effectiveness
Use Salesforce to support customer satisfaction and resolve system and payer-related issues
Review, evaluate, and interpret payer notifications
Guide customer optimization processes and edit reviews
Identify customer needs and align them with Experian product capabilities
Communicate complex solutions to clients and our teams
Participate in client calls and provide status updates
Recommend enhancements to improve automation, efficiency, and product scalability, including AI and Copilot
Monitor accuracy and completeness of all assigned jobs
Provide technical support including testing, troubleshooting, and implementing changes
Collaborate with internal and external teams on process requirements
Track change requests and oversee high-severity incidents
Support solutions during internal Health or claims issues
Maintain project plans and schedules
Participate in pre-sales and CBR activities
Build relationships with clients and internal partners
Mentor team members
Ensure accuracy and completeness of all team deliverables

Great compensation package and bonus plan
Core benefits including medical, dental, vision, and matching 401K
Flexible work environment, ability to work remote
Flexible time off including volunteer time off, vacation, sick and 12-paid holidays

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