BrightInsight
Vice President, Enterprise Operations
BrightInsight, San Jose, California, United States, 95199
Job Title:
Vice President, Enterprise OperationsJob Description:
At BrightInsight, we're building a team of brilliant individuals to drive the success of a tech-enabled healthcare business model that will transform the healthcare landscape. People are the most critical ingredient to our success.BrightInsight's team construct, a collaboration with major players in tech, healthcare, and life sciences, is committed to conduct cutting-edge research in tech-enabled health care and incubate data-driven digital and non-digital solutions which aim to improve a person's health outcomes, the lives and ability for families to support and care for their loved ones, clinicians' experience, and to reduce health care costs.We seek a talented
Vice President, Enterprise Operations
to join our dynamic team. This role will be pivotal in shaping and executing our global patient support program strategies across various therapeutic areas, ensuring seamless delivery of services that enhance patient adherence, engagement, and satisfaction. The essence of this role lies in coordinating, driving, and ensuring delivery for all the key work streams that will ultimately result in BrightInsight delivering and scaling our patient support programs.Key Responsibilities:
Crucial role in overseeing the company's day-to-day operations and ensuring that business processes align with the company's strategic goals.Strategic Planning
Develop and Implement Operational Strategies:
Translate the company's mission and success metrics into actionable enterprise strategies. Ensure that short-term and long-term operational efforts support the company's growth and scalability.Collaborate on Strategy:
Work closely with the CEO and leadership team colleagues to design, refine, and implement projects and strategic initiatives emanating from BrightInsight's mission, success metrics, and performance gaps.Operational Management (Business Operations)
Oversee Daily Operations:
Govern the daily operations of the company, including product development, engineering, marketing, sales, finance, call centers, customer support, and key vendor partners.Optimize Processes:
Identify areas for improvement in operational processes and implement solutions to enhance efficiency and productivity.Scale Operations:
Develop strategies to scale operations efficiently as the company grows and scales users across the globe. Ensure that operational infrastructure can support rapid growth.Call Center Operations
Performance:
Oversee Daily Operations:
Ensure the call center operates smoothly on a day-to-day basis.Monitor Performance Metrics:
Track and analyze key performance indicators (KPIs) such as call volume, response time, resolution rate, and customer satisfaction.Develop Strategies:
Implement strategies to improve performance, efficiency, and customer satisfaction.Team Management:
Recruitment and Training:
Hire, train, and onboard new call center staff. Ensure ongoing training and professional development for existing staff.Scheduling:
Create and manage work schedules to ensure adequate coverage during peak times.Performance Management:
Conduct regular performance reviews, provide feedback, and implement performance improvement plans when necessary.Customer Service:
Ensure Quality Service:
Maintain high standards of customer service and ensure agents provide courteous, accurate, and timely responses to customer inquiries.Handle Escalations:
Manage and resolve escalated customer complaints.Customer Feedback:
Gather and analyze customer feedback to identify areas for improvement.Works in close partnership with:
VP, Finance and Operations:
Reporting to the Board:
Provide regular reports to the CEO and board of directors on operational performance, strategic initiatives, and other key metrics.Head of People:
Strategic Workforce Planning:
Work to assure that we have the right people in the right places at the right times.Internal Communication:
Ensure effective communication across the company. Keep employees informed about company goals, developments, and changes.General Counsel & Corporate Compliance Officer:
Risk Management:
Identify operational risks and develop strategies to mitigate them. Ensure that risk management practices are in place and effective.Manage Inter-Relationships with CTO and General Manager Patient Support Programs on the following:
Product and Technology Development:
Product Operations (GM / CTO accountability):
Track product development and ensure that products meet market needs and quality standards. Collaborate with product and engineering teams to drive innovation.Qualifications:
Education:
Advanced degree: Preferably in business, life sciences, engineering, or a related field. MBA or equivalent business experience preferred.Experience:
Leadership Experience:
Minimum of 10 years in progressive leadership roles.Industry Experience:
Significant experience in the startup ecosystem, preferably within the technology or healthcare sectors and in the $50-100M revenue range.Operational Experience:
Proven track record of managing and scaling operations in high-growth companies; demonstrating clear revenue growth.Strategic Planning:
Demonstrated success in strategic planning and execution.Global Experience:
Experience managing operations in multiple countries, with a proven track record of overseeing global or multi-country teams.Skills:
Leadership:
Exceptional leadership and team-building skills.Strategic Thinking:
Strong strategic thinking abilities with a focus on long-term growth and sustainability.Communication:
Excellent communication skills, both verbal and written.Problem-Solving:
Strong analytical and problem-solving capabilities.Adaptability:
Ability to thrive in a fast-paced, dynamic environment.Financial Acumen:
Strong understanding of financial management, budgeting, and P&L responsibilities.Operational Excellence:
Expertise in optimizing operational processes and improving performance.Additional Qualifications:
Regulatory Knowledge:
Familiarity with relevant regulatory requirements, particularly if the startup operates in regulated industries such as healthcare.Technical Proficiency:
Understanding of the technical aspects relevant to BrightInsight's industry – digital health.Cultural Fit:
Alignment with BrightInsight's values and culture, with a strong commitment to driving its mission forward.Innovation:
Demonstrated ability to foster a culture of innovation and continuous improvement.Reports to:
Chief Executive OfficerOur Base Pay Range for this position:
$200,000.00 - $300,000.00BrightInsight is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. BrightInsight does not discriminate in employment opportunities or practices on the basis of: age, race, religious belief, color, sex, national origin, marital status, sexual orientation, gender identity, disability, pregnancy status or any other status protected by law. BrightInsight makes reasonable adjustments so that qualified applicants with a disability may participate in the selection process. BrightInsight will contact you if it is determined that your background is a match to the required skills required for this position. Thank you for considering a career with BrightInsight.
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Vice President, Enterprise OperationsJob Description:
At BrightInsight, we're building a team of brilliant individuals to drive the success of a tech-enabled healthcare business model that will transform the healthcare landscape. People are the most critical ingredient to our success.BrightInsight's team construct, a collaboration with major players in tech, healthcare, and life sciences, is committed to conduct cutting-edge research in tech-enabled health care and incubate data-driven digital and non-digital solutions which aim to improve a person's health outcomes, the lives and ability for families to support and care for their loved ones, clinicians' experience, and to reduce health care costs.We seek a talented
Vice President, Enterprise Operations
to join our dynamic team. This role will be pivotal in shaping and executing our global patient support program strategies across various therapeutic areas, ensuring seamless delivery of services that enhance patient adherence, engagement, and satisfaction. The essence of this role lies in coordinating, driving, and ensuring delivery for all the key work streams that will ultimately result in BrightInsight delivering and scaling our patient support programs.Key Responsibilities:
Crucial role in overseeing the company's day-to-day operations and ensuring that business processes align with the company's strategic goals.Strategic Planning
Develop and Implement Operational Strategies:
Translate the company's mission and success metrics into actionable enterprise strategies. Ensure that short-term and long-term operational efforts support the company's growth and scalability.Collaborate on Strategy:
Work closely with the CEO and leadership team colleagues to design, refine, and implement projects and strategic initiatives emanating from BrightInsight's mission, success metrics, and performance gaps.Operational Management (Business Operations)
Oversee Daily Operations:
Govern the daily operations of the company, including product development, engineering, marketing, sales, finance, call centers, customer support, and key vendor partners.Optimize Processes:
Identify areas for improvement in operational processes and implement solutions to enhance efficiency and productivity.Scale Operations:
Develop strategies to scale operations efficiently as the company grows and scales users across the globe. Ensure that operational infrastructure can support rapid growth.Call Center Operations
Performance:
Oversee Daily Operations:
Ensure the call center operates smoothly on a day-to-day basis.Monitor Performance Metrics:
Track and analyze key performance indicators (KPIs) such as call volume, response time, resolution rate, and customer satisfaction.Develop Strategies:
Implement strategies to improve performance, efficiency, and customer satisfaction.Team Management:
Recruitment and Training:
Hire, train, and onboard new call center staff. Ensure ongoing training and professional development for existing staff.Scheduling:
Create and manage work schedules to ensure adequate coverage during peak times.Performance Management:
Conduct regular performance reviews, provide feedback, and implement performance improvement plans when necessary.Customer Service:
Ensure Quality Service:
Maintain high standards of customer service and ensure agents provide courteous, accurate, and timely responses to customer inquiries.Handle Escalations:
Manage and resolve escalated customer complaints.Customer Feedback:
Gather and analyze customer feedback to identify areas for improvement.Works in close partnership with:
VP, Finance and Operations:
Reporting to the Board:
Provide regular reports to the CEO and board of directors on operational performance, strategic initiatives, and other key metrics.Head of People:
Strategic Workforce Planning:
Work to assure that we have the right people in the right places at the right times.Internal Communication:
Ensure effective communication across the company. Keep employees informed about company goals, developments, and changes.General Counsel & Corporate Compliance Officer:
Risk Management:
Identify operational risks and develop strategies to mitigate them. Ensure that risk management practices are in place and effective.Manage Inter-Relationships with CTO and General Manager Patient Support Programs on the following:
Product and Technology Development:
Product Operations (GM / CTO accountability):
Track product development and ensure that products meet market needs and quality standards. Collaborate with product and engineering teams to drive innovation.Qualifications:
Education:
Advanced degree: Preferably in business, life sciences, engineering, or a related field. MBA or equivalent business experience preferred.Experience:
Leadership Experience:
Minimum of 10 years in progressive leadership roles.Industry Experience:
Significant experience in the startup ecosystem, preferably within the technology or healthcare sectors and in the $50-100M revenue range.Operational Experience:
Proven track record of managing and scaling operations in high-growth companies; demonstrating clear revenue growth.Strategic Planning:
Demonstrated success in strategic planning and execution.Global Experience:
Experience managing operations in multiple countries, with a proven track record of overseeing global or multi-country teams.Skills:
Leadership:
Exceptional leadership and team-building skills.Strategic Thinking:
Strong strategic thinking abilities with a focus on long-term growth and sustainability.Communication:
Excellent communication skills, both verbal and written.Problem-Solving:
Strong analytical and problem-solving capabilities.Adaptability:
Ability to thrive in a fast-paced, dynamic environment.Financial Acumen:
Strong understanding of financial management, budgeting, and P&L responsibilities.Operational Excellence:
Expertise in optimizing operational processes and improving performance.Additional Qualifications:
Regulatory Knowledge:
Familiarity with relevant regulatory requirements, particularly if the startup operates in regulated industries such as healthcare.Technical Proficiency:
Understanding of the technical aspects relevant to BrightInsight's industry – digital health.Cultural Fit:
Alignment with BrightInsight's values and culture, with a strong commitment to driving its mission forward.Innovation:
Demonstrated ability to foster a culture of innovation and continuous improvement.Reports to:
Chief Executive OfficerOur Base Pay Range for this position:
$200,000.00 - $300,000.00BrightInsight is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. BrightInsight does not discriminate in employment opportunities or practices on the basis of: age, race, religious belief, color, sex, national origin, marital status, sexual orientation, gender identity, disability, pregnancy status or any other status protected by law. BrightInsight makes reasonable adjustments so that qualified applicants with a disability may participate in the selection process. BrightInsight will contact you if it is determined that your background is a match to the required skills required for this position. Thank you for considering a career with BrightInsight.
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