Director of Reimbursement Services at Guild Education

| Greater Denver Area
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Guild is hiring for a Director of Reimbursement Services to lead Guild’s growing team of reimbursement specialists, responsible for facilitating tens of millions of dollars in tuition and books reimbursement for students across Guild’s educational marketplace.

As Director of Reimbursement Services you will be responsible for scaling one of Guild’s critical service lines. In particular, we are looking for a leader who is equally passionate about providing high quality customer service and driving efficiency; is excited to celebrate successes while relentlessly looking for systems improvements; can see both the forest and the trees, identifying areas to reduce manual processes while maintaining quality and accuracy; can design systems, work flows, and staffing strategies to manage peaks and valleys in volume; is able to analyze data to team and individual drive results; is effectively able to work up, down and across an organization; asks “why,” and is not afraid to wade in ambiguity to help drive decision-making for Guild. We are looking for someone who wants to roll up their sleeves, provide operational expertise, and is interested in building a world class team.

As a Director of Reimbursement Services, you will:

  • Recruit, manage, train, mentor and provide growth opportunities for the team of Specialists
  • Set service standards, define KPIs, and ensure team and individual accountability
  • Optimize workflows and staffing to accommodate known seasonality
  • Define and oversee processes and SLAs which drive consistency across clients while being flexible to meet individual partner needs
  • Identify and inform product and service improvements within the Reimbursement Tool
  • Analyze TR data to derive internal and external insights
  • Ensure the highest degree of accuracy and compliance for individual requests against each employer’s policy
  • Design strategies to improve results and overall user experience, including but not limited to higher first time acceptance rates; faster turnaround times; streamlined and value-added communication with employers and students
  • Develop the business case and inform investments in new product features for students, employers, and internal users
  • Coordinate with Enrollment, Student Services, Finance, and Enterprise Sales/Client Success teams to solve problems and escalate issues quickly
  • Join a team committed to building a diverse, equitable, and inclusive environment that you’d support every day

In addition to working on the Reimbursement Operations team (part of the overall Marketplace Operations & Payments Strategy function), in this role you will collaborate with other Guild leaders including: Bijal Shah (Chief Product and Analytics Officer), Terrence Cummings (VP of Client Success), Zoe Weintraub (VP of Partnerships), Jamie Masterson (Group Product Manager), Eric Doty (Director of Tuition Assistance Facilitation.

You are a strong fit for this role if you have:

  • 7+ years of experience operations experience, preferably in customer service, coaching or call center environments
  • Experience scaling a team, processes, and systems in a fast growing environment
  • Built teams that maintain a high internal and external customer service or NPS score
  • Exceptional attention to detail
  • Excellent written and oral communication skills, creating confidence and credibility with external and internal stakeholders
  • Passion for working with service-enabled technology products
  • Demonstrated ability to leverage data, metrics, and analytics to drive decisions, insights, accountability and improve results
  • Strong problem solving skills
  • Experience building or improving upon new processes which improve efficiency without compromising quality
  • Empathy and understanding which you bring to our students, employers, and teammates
  • Enthusiasm, flexibility, and patience to the role to a fast-paced, fun, and collaborative environment

About Guild:

Guild is increasing economic mobility for working adults by partnering with the largest employers in the country to offer education as a benefit to their employees via our marketplace of nonprofit universities and education institutions. Guild’s proprietary technology platform facilitates the administration of this innovative benefit and our team of coaches helps each employee navigate the path back to school, providing individualized support from day one through program completion. Fast Company recently named Guild as one of the World’s Most Innovative Companies and we've raised over $70 million from top tier investors including Felicis, Bessemer, Redpoint, Rethink EDU, Harrison Metal, Cowboy Ventures, Salesforce and Workday Ventures.

Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Location

370 17th St., Suite 3600, Denver, CO 80202

An Insider's view of Guild Education

What’s the vibe like in the office?

We're fast-paced and got a little bit of a startup vibe, so there's always plenty to learn from and grow!People are collaborative and ready to bring their knowledge, experience, and ideas to the table to make sure we're doing right by each other and our students.As hard-working as everyone is, you can also be rest assured we also love to celebrate!

Kendry

Bilingual Student Success Advisor

How do you collaborate with other teams in the company?

We're incredibly cross functional and believe heavily in developing and cultivating strong relationships not only with our external partners, but internally across and within departments as well. One of my favorite traditions is that each new hire at Guild is given a coffee card when they start to encourage them to grab coffee with others and get t

Annie

Partner Marketing, Employer Success

How has your career grown since starting at the company?

Since my humble beginning as a Guild Intern, I have had opportunities afforded to me that stretch me in ways that align with my values and push me to be a little uncomfortable while still having welcome support. I’m now in a position where I get to learn first-hand from experts that I don’t believe I was qualified for before working at Guild.

Paco

Senior Associate of University Operations

What kinds of technical challenges do you and your team face?

My team works on ensuring that new users can find what they need and engage with our platform easily. Many of the technical challenges we face involve scaling the early-stage version of Guild’s app into something more flexible for our next growth phase. We deal with the difficult (but fascinating!) tradeoffs of these decisions every day.

April

Software Engineer

What are Guild Education Perks + Benefits

Guild Education Benefits Overview

At Guild, we’re expanding opportunity for America’s workforce, and we’re committed to doing the same for our own employees by supporting them professionally and personally. Guild offers benefits and perks to support all employees and their families. From $0 medical premiums to a flexible parental leave policy to tuition assistance to company equity for all employees, we have something for everyone at Guild.

Culture
Volunteer in local community
Guild has a yearly "Guild Gives Back" day, where we provide organized volunteer opportunities to all our employees as well as a "12 Days of Giving" around the holidays!
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Guild has a highly diverse management team, with nearly 75% of employees reporting to female leadership.
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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