Job Description

Company: The mission of Well (https://www.well.co/) is to transform healthcare through our unique impact on our members' health and happiness. We do this through our differentiated consumer experience and world-class data and analytics engine that drive engagement and behavior change. Our product — a consumer health engagement platform — integrates concierge services, behavioral health, telemedicine, care management and wellness services to drive sustained engagement, lower costs and improve the health of members. In addition to our product, we know our team makes us unique. We’re a highly diverse and engaged organization whose employees are passionate about the mission of the company and whose management is passionate about the employees.  We promote an employee- and member-centric culture with generous benefits, which you can learn more about here: https://www.well.co/careers.

Position Title: Client Operations Manager 1

Reporting To: Client Operations Manager 2

Location: Chapel Hill, NC; Minneapolis, MN; Boston, MA (Newton Office); New York, NY

Compensation Information: $100,000-$110,000, depending on qualifications, plus bonus potential and benefits. 

Position Summary: The Client Operations Manager at Well plays a crucial role in managing client relationships and overseeing day-to-day operations related to client accounts. This position requires building and maintaining strong relationships with existing clients, ensuring high-quality service delivery, and driving operational efficiency throughout the lifecycle of the account. The Client Operations Manager will collaborate with internal teams to address client needs, resolve issues, implement process improvements, ensure alignment across departments, and optimize client experiences.

Key Responsibilities:

• Client Relationship Management: Build and maintain strong, long-term relationships with a portfolio of clients, acting as a primary point of contact for operational matters. Understand client needs, address concerns, and ensure consistent, high-quality service delivery.
• Operational Oversight: Oversee the day-to-day operations related to client accounts, including project execution, service delivery, and adherence to agreed-upon processes and timelines.
• Process Improvement: Identify areas for operational improvement and efficiency within client-facing processes. Develop and implement initiatives to streamline workflows, enhance service quality, and reduce operational bottlenecks.
• Issue Resolution: Proactively identify and resolve operational issues and escalate client concerns in a timely and effective manner. Coordinate with internal teams to troubleshoot problems and implement corrective actions.
• Internal Coordination: Collaborate closely with various internal departments, including Technology teams, Product Managers, Client Services, Sales, and as well as other stakeholders to ensure alignment and seamless client experiences.
• Risk Management: Identify potential risks related to client operations and implement strategies to mitigate them.

Preferred Qualifications:

• 5-7  years experience within a technology delivery environment
• Experience working with clients
• Healthcare experience (preferred)
• Excellent communication, interpersonal, and relationship-building skills.
• Proven analytical and sound decision making skills
• Proven history of delivering projects on time
• Initiative and ability to produce value with limited direction
• Excellent organizational and time management skills; ability to multitask and prioritize

Additional Job Information

Well is on a mission to redefine the healthcare experience. This is an opportunity to re-shape healthcare for America. We are developing solutions to improve the quality and affordability of healthcare.  We welcome team members who are passionate about that mission. 

We embrace diversity and are committed to building an inclusive team. All qualified applicants will be eagerly considered for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.