Description
Company: Oak Street Health
Title: Vice President, Sales Operations
Location: Downers Grove, Remote
Role Description
The Vice President, Sales Operations is a key leadership role that enables growth at Oak Street Health. This leader will drive growth through Contact Center Sales in partnership with Marketing, Growth Analytics, and with the Chief Growth Officer. This position will report into the Chief Experience Officer and will focus on running a world class Sales Operation
Core Responsibilities- Create a compelling vision for the sales team and develop sales operations strategy and plan in partnership with marketing & growth to optimize marketing spend and improve patient acquisition conversion rates
- Lead all aspects of sales contact center operations. Major areas of responsibility include:
- Staff Forecasting and Planning with Workforce Management team
- All People Experience functions including Hiring, Onboarding, Retention, Performance Management, Team and Oakie Engagement, Development, Leadership Talent Development, Rewards and Recognition etc
- Daily monitoring and management of key metrics
- New initiatives / innovations to continually improve
- Develop continuous improvement plans to improve lead conversion rates, sales efficiency, team member productivity, sales scheduling, and completion rates
- Improve ability to measure performance metrics across the lead lifecycle (from initial contact to conversion or retirement of lead)
- Define the end-to-end lead journey and process to maximize sales outcomes
- Create a performance-oriented, high energy sales culture
- Drive innovation by testing new ideas, learning from failures, iterating quickly, and by introducing new technology to continually evolve operations
- Understand current prospect experience and develop plans with Patient Experience to improve end-to-end prospect to Patient Experience.
- Work closely with Outreach to create consistency in prospect experience
- Role model and Coach sales leaders and team members to deliver better performance outcomes.
- Proactively identify sales opportunities and patient journey enhancement, work with leadership to implement systems and programs to close the opportunity gaps.
- Establish processes to distribute daily, weekly, and monthly performance analysis and updates to executive leadership.
- Continually assess training needs and work with the operations team to implement training programs.
- Ensure that all call center performance and service standards are met in the areas of quality, call processing time and other productivity and staffing KPIs to maximize call center effectiveness.
- Other duties as assigned
What are we looking for?
- Field Operations background and a deep understanding of growth challenges and opportunities from a field perspective
- Experience with running field outreach and demonstrated ability to influence results
- Strong operational background leading large teams, P&L responsibility, growth teams
- 5 years plus general management experience running operations
- Bachelor’s Degree or equivalent experience in related field required, Master’s Degree or equivalent experience preferred
- Strategic thinking skills - preferably past consulting background
- Strong technology and systems orientation - Example Salesforce, Sales analytics tools, Eloqua or other marketing automation solutions, Lead generation and distribution
- Expertise in developing vision, strategic priorities, tactics to maximize results
- Experience designing compensation plans to maximize results
- Experience in leading teams and organizations through change. Ability to create a sustainable change trajectory
- Independent leader with demonstrated track record of influencing and winning
- Analytical and strategic thinker
- Ability to create a high-energy, goal-oriented team environment via setting, tracking and achieving daily, weekly and monthly targets
- Effective at motivating and managing a growing team, including shifting team structure and roles to optimize performance
- Comfortable shifting from high level strategic frame to day to day blocking and tackling and detailed work in the trenches.
- Critical thinker who uses data and insights to make decisions and drive delivery
- US work authorization
- Someone who embodies being “Oaky”
What does being “Oaky” look like?
- Radiating positive energy
- Assuming good intentions
- Creating an unmatched patient experience
- Driving clinical excellence
- Taking ownership and delivering results
- Being relentlessly determined
Why Oak Street Health?
Oak Street Health is on a mission to “Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.
Oak Street Health Benefits
- Mission-focused career impacting change and measurably improving health outcomes for medicare patients
- Paid vacation, sick time, and investment/retirement 401K match options
- Health insurance, vision, and dental benefits
- Opportunities for leadership development and continuing education stipends
- New centers and flexible work environments
- Opportunities for high levels of responsibility and rapid advancement
Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.
Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health