About SonderMind

The need for mental health support has never been more acute yet frustrations abound for individuals unable to access care. With our recent successful Series B round of funding (https://tcrn.ch/3bXyvQW), our rapidly growing team is more prepared than ever to redesign mental and behavioral health through improved access, utilization and outcomes. If you enjoy a challenge and being part of a mission with big aspirations, SonderMind may be the place for you! 

 Job Overview 

SonderMind is looking to add a Director of Customer Operations to optimize the customer-facing call center operations for SonderMind and support both clients and providers with world class interactions throughout their journey as SonderMind rapidly grows. 

The Director of Customer Operations will be responsible for SonderMind’s multi-team call center operation which serves both clients and providers in a number of capacities throughout their journey with SonderMind. In partnership with the Manager of Customer Operations and multiple cross-functional teams, this role will be a key operational leader supporting SonderMind’s mission to redesign mental and behavioral health through improved access, utilization and outcomes. As our ideal candidate for this role, you will bring deep call center expertise combined with a nimble, problem-solving and creative attitude. You will be driven to constantly iterate on workflows, product design, and skill sets needed to support scaling and growth across the country while consistently delivering a world class customer experience.

Expected Outcomes  

• Within two weeks: Build trust and rapport with existing team, become a power user of existing tooling, understand existing workflows and processes and identify opportunities for improvements

• Within one month: Take over leadership and building of clinical function within call center, define staffing, workflows and clinical leadership required to support defined clinical objectives within the call center in partnership with Clinical and Partnership teams
  
• Within three months: Achieve and maintain 95% Satisfaction across all channels and customer segments, 95% First Contact Resolution and 95% Inbound Call Completion Rates
  
• Within six to twelve months: Reduce average lifetime tickets per client and per provider by 30% via both product and process improvement initiatives in partnership with Product, Provider Success and Client Experience Teams

Gotta Have: 

• Best in class call center experience: Experience growing and leading best in class call centers including multiple call center models (inbound, outbound, clinical, etc.) through multiple phases of rapid growth and iteration

• Adaptability, innovation and creativity: Ability to understand business needs and strategic objectives and flex call center resources and capabilities to meet and support needs as the company enters a massive phase of growth

• Analytics, modeling and data-driven storytelling: Ability to use and understand data to drive process improvement, workflow design, personnel management and upstream product improvements

• People management: Large-scale people management including best practices, culture and team-building (especially in remote environment) and workforce planning

• Proactive problem-solving and solution design: Ability to see problems upstream or anticipate design flaws as we scale, and proactively solve for team structures, workflows, new skill sets and best practices to stay ahead during a period of rapid growth

Nice to Have

• Clinical experience: Experience managing a clinically oriented call center team
• Healthcare experience: Experience with healthcare call center settings, insurance billing, care coordination, revenue operations
• Experience using Kustomer, Salesforce, DialPad 

How to Apply: Please submit your resume and cover letter to be considered for this role.  

Location: This role will sit in Denver, CO. Only candidates who are local to Denver or will relocate to Denver will be considered for this role. 

Our Employee Benefits Philosophy

As a leader in redesigning behavioral health we are walking the walk with our employee benefits package. We focus on meeting SonderMinders wherever they are and supporting them in all facets of their life with both mental and physical aspects in mind. Where most companies say "good enough" we ask ourselves "how can we do better." That includes:

• Therapy coverage benefits to enable our employees to get the care they need
• Employer-paid disability & AD&D to cover life's unexpected - not only that, we cover the difference in salary for up to Eight weeks of short-term disability leave
• Eight weeks of paid parental leave (if the parent also qualifies for STD, this benefit is in addition)
• A generous PTO policy and a company mandate of at MINIMUM three-weeks of PTO a year; flexible work-from-home policy
• A great downtown location accessible with a 100% company-covered EcoPass and stocked with unlimited drinks and snacks (with health and indulgent options for whatever craving hits you)
• A commitment to reward our team members for the long-term success and growth of SonderMind with stock option grants and bonus potential
• Competitive market salary, up-to 4% salary company match on 401K, professional development and advancement opportunities as we rapidly scale, and so much more.

Commitment to an Inclusive Workplace

Mental wellness impacts people of every community. At SonderMind, building and supporting a diverse workforce is foundational to our goal to redesign behavioral healthcare to be more approachable and accessible. SonderMind is a committed equal opportunity employer and provides a workplace that will not tolerate discrimination or harassment.

Our employees may be exposed to sensitive personal information throughout their regular duties. For this reason, we maintain exceptionally high expectations of ethical conduct and require all incoming employees to pass a background check.