WE’RE NILE.
Nile is a digital health startup disrupting the $30B+ epilepsy industry. The company was founded at the end of 2020 with a $30M investment from the global leader in epilepsy treatment, and we already have an MVP and happy beta customers. We’re looking for an executive to to join the team and help us build an amazing experience for our customers. You’ll be working with executives, entrepreneurs, and medical professionals who have successfully created and scaled technology companies in this disease area as you build your team from the ground up.
The Head of Customer Operations is a critical role that interfaces directly with Key Opinion Leaders, active users, and the company’s senior leadership team. This individual will be the company’s expert in understanding customer sentiment as well as the logistics of delivering an excellent product experience overall. In a typical week you might meet with a hospital Chief Information Officer to understand service level agreement requirements, present an analysis of recent customer feedback to the product development team to prioritize new feature development, and spend time on the phone with a new patient user to troubleshoot app login challenges.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Develop strategic goals for customer operations, including customer satisfaction metrics across healthcare systems, physicians, and patients
Create policies and procedures that produce high-quality customer service delivery and that reflect industry best practices
Champion the company’s culture of quality by effectively responding to customer feedback, advocating for the customer in the product development process, and ensuring department processes follow documented procedures
Establish communication and feedback systems to capture the Voice of Customer and articulate these user needs throughout the company
Create an organization structure, recruit outstanding talent, and build an engaged customer operations team
Drive commercial growth through customer service and support
EDUCATION AND/OR EXPERIENCE:
Bachelor's degree or its equivalent
10+ years of experience in managing customer operations teams
Experience with both B2B and B2C businesses
Proven management and/or relationship management experience at a senior, strategic level role
Familiarity with medical technology regulations including HIPAA, ISO 13485, and GDPR
Interested applicants may apply through the careers section of the website at https://www.nile.ai/. Interviews will take place after resumes have been screened for minimum requirements. Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.
Nile is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law.