Director of Customer Service

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. From MRIs to tests for TBIs, our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.v

We’re doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

We’re looking for a Director of Customer Service at an exciting time - we’ve successfully launched multiple platforms and products, raised over $60m in VC funding, reached profitability, and have a growth trajectory of over 300% for 2024.

WHAT YOU WILL BE GETTING INVOLVED IN:

We’re seeking an exceptional operator to fill the role of Director of Customer Service for our Personal Injury division. You will be working closely with our co-founder and COO and Managing Director of our Personal Injury business.

We have built a team of 30 within our operations team that manages more than 40,000 calls, 20,000 emails and several thousands of scans per month across a number of states. We’re looking for someone who can sophisticate our Customer Operations to the highest level ensuring we deliver an incredible level of service in the most efficient way.

Your role will focus on our Personal Injury division. You will be primarily responsible for the strategy, structure, execution and performance of that strong 30+ operations team based in Atlanta, Georgia. You role will be heavily focused on ensuring our team continues to hit key service level metrics and pushing performance to the next level. You will be the trusted senior operations stakeholder and expected to be an extension of the COO & Managing Director on the ground, ensuring you are on top of the details while also keeping an eye on the performance and management of our team.

As we scale into new states and territories, you will be the main Operations lead, working closely with the COO to ensure we have the team, systems and processes to absorb scale. You will be expected to build out and manage the team of Operations leaders, and develop a systemized process for efficient scale.

Our central operations hub is located in Atlanta and most of our team work regularly in the office. This role is for someone who can be present in our office daily as we view it as essential that this person can lead the team on a day-to-day basis and engage with the COO & Managing Director, who are also based in the Atlanta office.

Here are some of the types of things you could be getting involved in:

1. Develop the customer operations team, structure and processes to enhance team productivity and agility.
2. Have a team of 4 managers report to you.
3. Assist the COO & Co-founder in structuring the national Customer operations team for maximum performance.
4. Establish yourself as a subject matter expert, implementing top-tier operational processes and practices.
5. Standardize reporting, including dashboard optimization and data management.
6. Monitor, plan, and analyze key operational metrics for timely task completion.
7. Travelling to new markets to meet clients to understand their workflows
8. Leveraging AI to drive efficiency and more impactful customer interactions.
9. Design and implement efficient operational processes.
10. Manage the onboarding of all marketplace participants.
11. Lead the US Customer Operations team and collaborate with other leaders to achieve operational excellence.
12. Collaborate with the Product team to identify product gaps and improve efficiency and patient care.
13. Identify skill requirements and potential leaders within your Operations team for scalability.
14. Own the operational metrics, ensuring team adherence to critical deliverables.
15. Co-lead HIPAA compliance across the organization.
16. Implement new technologies to stay at the forefront of operational processes and service delivery.
17. Work cross-functionally for the seamless delivery of Scan.com’s services.
18. Collaborate with the Head of Provider Management to meet key imaging center SLAs and network performance.

THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST SIX MONTHS ARE:

1. Ensure we have the operational foundations to absorb 10x scale across multiple states.
2. Help implement a metrics-focused culture designed around driving patient engagement and operational excellence.
3. Assume reporting responsibility for 4-5 team leads and a broader team of 30 people.
4. Identify areas for increased automation and efficiency as we scale, working closely with our data, product and engineering teams.
5. Become a trusted #2 to the COO & Co-founder, leading the strategy and design of our operations team as we scale.

WHAT YOU MIGHT BRING TO THE TABLE:

This individual must be based in the Atlanta area, next to our central operations hub in Sandy Springs. We believe that time in front of the team and absorbing information from the team is crucial to your success.

You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value and that everyone should want to learn. However, these might be some of the ways you are currently adding value:

1. You have a track record of exceptional delivery within a regulated environment. Healthcare is a real plus!
2. You may have experience in running a large call-center operation.
3. You index highly on people management and motivating teams.
4. You have experience of leading transformational processes within businesses.
5. You have a proven ability to motivate teams and retain the best talent.
6. You have substantial experience delivering efficiencies and are a master of processes and implementation.
7. You have experience with customer service platforms, and implementation of these systems.
8. You have experience with applying automation or AI to manual operational processes.
9. You are an effective communicator who can coherently explain complex processes, bringing all organizational stakeholders along for the journey.
10. You have a data-first mindset and are comfortable manipulating numbers.
11. You are comfortable dealing with ambiguity and are not afraid to change your mind or challenge your previous assumptions based on new evidence.
12. You have experience in organizational design and structuring teams to deliver patient care.
13. You are familiar with service center metrics and key operational metrics.
14. You are comfortable working at high speed while not compromising on execution quality.
15. You are forward-looking and are constantly pushing yourself and your teams to identify improvements in processes.

HOW WE WILL INTERVIEW YOU:

We keep our interview process short, and as a lean business, we can move through the stages quickly. Due to availability, there may be a change to the order of the interview process, but generally speaking, this is what you can expect:

1. Introductory call/interview with Sam, our Talent Lead. The call will last around 30 minutes and be an initial fact finding mission for both parties.
2. Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview and will deep dive into the role and technical needs.
3. All of our roles will have a small assessment stage. This might be in person, a take-home assessment or further video calls. Length varies; however, we are mindful that you will have your own work to do and, therefore, try to keep it as simple as possible.
4. Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call.
5. Offer!

BENEFITS:

We go beyond the basics with our benefits package. Here’s what you can expect from us:

• Salary range of $165,000 - $185,000 + equity contribution
• 401k
• Healthcare, Vision and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Remote or hybrid working options
• Personal Development budgets
• 18 days PTO plus public holidays
• 10 paid sick days
• Inclusive policies designed by our team, for our team

DIVERSITY AT SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

We look forward to receiving your application!