A newly created position, the Chief Client Experience Officer (CCEO) is a key member of the executive team who reports directly to the CEO. This position actively participates in the development and leads the execution of the organizations strategies with a focus on operational excellence and stellar customer service. This CCEO is tasked with managing ECRIs Membership Services, the Customer Service function, Product Management, Operational Excellence /Continuous Improvement, and leads ECRIs international operations.

By setting comprehensive goals and objectives, the CCEO leads and encourages maximum performance and dedication. This role is a high-visibility position, requiring strong communication skills and representing ECRI and its mission both internally and externally. The position works with leaders across the organization to implement strategies. The CCEO drives a strong focus on client service, elevating the client experience, operations and strategy together, to strengthen and expand membership offerings. The CCEO has accountability for ensuring excellent end to end client experience, producing member value, applying best practices, improving operational effectiveness, encouraging innovation, and driving sustainable growth. The role will act as a partner to the CEO and CFO and will work collaboratively with the rest of ECRIs executive team.

Strategy and Execution / Memberships

1. In conjunction with the CEO and other executive team members, plays a key role in strategic planning (short and long term) and implementation, while ensuring that ECRI stays true to its mission, vision and values.
2. Acts as a strategic thinker on the leadership team and works closely with the team to ensure that business objectives are met.
3. Collaborates with others to develop and implement plans for the operational infrastructure of systems, processes, and people, designed to accommodate growth objectives.
4. Works closely with ECRIs managers (senior and mid-level) in program development, ensuring participatory decision making and appropriate design and implementation.
5. Coaches and develops management to ensure they are delivering against key business initiatives and maintaining accountability for KPIs.
6. Leads the organization to provide exceptional membership experiences resulting in increased member acquisition, retention and satisfaction through implementing protocols in mission-driven client success.
7. Focuses on increasing core Membership renewals, using success metrics such as KPIs, increasing NPS, and by effecting upsell opportunities throughout the Membership lifecycle.
8. Demonstrates a willingness to take on new challenges
9. Represents ECRI with clients, prospects, and in other business partnerships / relationships.

Product Management

1. Defines and manages ECRIs membership products vision, strategy, and roadmap.
2. Plays an integral part in assuring that sales efforts regarding ECRI offerings is in line with current product status and short term roadmaps
3. Balances the need to deliver value and drive growth for ECRI with client needs and what is technically and operationally possible.
4. Manages, and prioritizes market / client requirements.
5. Understands and acts as the client advocate articulating the clients needs.
6. Works closely with IT development teams, sales, and marketing, to support the business case and client satisfaction goals are met.

Operational Excellence

1. Champions continuous improvement (CI) efforts through culture-focused team building, data gathering and analysis, problem solving, and application of methodologies.
2. Motivates and leads high-performance management teams, while leading all employees to encourage optimal performance and dedication, in particular as it relates to CI efforts.
3. Oversees the design and delivery of skill and knowledge transfer to leaders and staff on specific principles, tools and processes for continuous improvement (i.e., lean, six sigma), project management, and change management.
4. Works collaboratively to develop and/or improve systems, processes, controls and procedures that impact overall efficiency and productivity, reduce costs, increase revenue, and improve control measures, while ensuring excellent client service.
5. Coordinates across ECRIs operational business segments and functions to assure appropriate information flow and understanding of overall objectives.
6. Consistently seeks to develop methods to improve quality, efficiency and productivity, reduce costs, increase profits, or improve control measures.

Client Experience

1. Creates an effective and ongoing strategy for anticipating and responding to client needs
2. Fosters a success-oriented, client focused, accountable environment.
3. Proactively increases client satisfaction and loyalty
4. Accountable for end to end client service, including the client interface for all offerings, making sure that all functions of the organization are aligned to meet strategic objectives.

Key Accountability Metrics

1. Executes strategic initiatives within given timeframes.
2. Meets annual budget expectations for all areas managed.
3. Grows membership services as targeted annually.
4. Exceeds other metrics as determined.

Requirements and Must Have Criteria

• Leadership and Strategy:* We are looking for a leader, first and foremost, who is strategic, inspirational, can drive sustainable change and who can deliver results.* The person must have at least 10-15 years of experience with demonstrated success as a VP with significant operational accountability and progressively responsible management.
• Proven Track Record Delivering Excellence and Value to Customers:* Proven ability to effectively manage end-to-end customer service operations to drive membership and customer growth and retention is vital.* Understanding the voice of the customer is essential to success.* The person must be data-driven and analytical in nature.* Experience using process-improvement tools such as Lean (Kanban preferred) and Six Sigma is highly preferred.*
• Deep Healthcare Domain Expertise: *Mission-oriented and energetic, the person must have a demonstrated track record of success in the healthcare sector with a passion for evidence-based patient care.* The successful candidate needs to possess experience in the healthcare industry with providers, payers, drug, device, and/or diagnostic manufacturers.
• Product Development Expertise:* Experience in holistic product management from ideation to end of life with particular expertise with Software as a Service (SaaS) and other web-based software tools is highly desirable.* Clear understanding of lifecycle management is necessary.* Relevant experience working closely with a Chief Information Officer and product software development is valued.* The successful candidate will develop a roadmap for ECRI with SaaS.
• Staff Management and People Development Skills: Proven and successful track record recruiting, mentoring, and inspiring and empowering individuals with an ability to hold people accountable and to deliver superior performance.* Excellent emotional intelligence and ability to identify their own strengths and gaps to maximize impact.* Demonstrated ability to delegate effectively and to establish clear guidelines for accountability.
• Interpersonal, Communication, and Relational Building Skills: Ability to relate to and effectively work with a diverse group of individuals, groups, and people collaboratively and diplomatically.* Proven ability to engage internal and external constituencies. The person must possess an uncanny ability to handle and to resolve conflict in a productive and direct manner.* Excellent oral and written communications are a must.* The person must also exude high energy with a positive manner and a can-do attitude and excellent judgment.

Other Personal Characteristics and Experience

• Ability to simultaneously balance and adjust to multiple changing priorities and make decisions with speed and accuracy.
• A true team player who takes a collaborative approach with executive peers and other colleagues.* Someone who is able and willing to regularly debate constructively, build consensus, and ultimately align around common objectives. A direct communicator who is able to foster the same among his/her executive level peers.
• A strong people leader who is willing and able to apply professional development techniques with direct reports, while always utilizing a cooperative and cross-functional approach.
• High level of proficiency and demonstrated effectiveness in problem-solving, and implementing new programs related to increased departmental and organizational operating efficiency.
• Experience in aligning, scaling, expanding and sustaining innovative quality, safety and performance improvement initiatives that achieve superior results.
• Impeccable values, ethical standards, and a strong moral compass with integrity.
• Experience overseeing sales and marketing functions would be beneficial but is not required.
• International experience is preferred.*
• Business savvy and financial acumen.
• Business Administration, or related discipline required. A Master Business Management with emphasis on Health Care Administration is preferred.

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PHYSICAL DEMANDS

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Physical Demands

Other Physical Requirements

• Vision (Near)

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WORK ENVIRONMENT

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Equal Opportunity Employer-Disability and Veteran