About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.
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As our Service delivery manager, you will be reporting to the Sr Operations Director. You will be responsible for fostering the growth and development of multiple teams and managing daily operational performance and development of the back-office teams in Prague. Direct supervisory responsibility for 5-10 (Supervisors). This role drives operational effectiveness while meeting Accolade, customer, and member expectations continuously. This role will interface with multiple leadership stakeholders and front-line team members to ensure the united delivery on shared operational objectives.
Working hours: 13:30 - 22:00 (Monday- Friday)
A day in the life...
People Leadership:
- Coaching and Development - build & maintain a highly engaged & high-performing operational team.
- Ability to accurately assess talent against expectations of the role and cultural engagement.
- Drive high employee engagement and retention by maintaining and creating a positive working environment.
- Conduct daily/weekly one-on-one meetings with direct reports as well as skip-level meetings to provide guidance and direction, provide updates, and build synergy within team.
- Train and develop Supervisors through coaching and mentoring strategies to achieve/exceed customer performance objectives, while maintaining a positive employment environment for the Frontline Care Team.
- Conduct performance reviews for direct reports.
Deliver Operational Service excellence & execution:
- Operational Leadership - Complete accountability of operational delivery all back-office functions
- Daily Review of Key Performance Indicators, to ensure monthly performance goals are on target; create any necessary adjustments as required to meet performance goals.
- Depth in the understanding of trends/themes/issues and analysis; develop, implement, and support operating model through determining trends, and creating mitigation strategies, providing recommendations and outlining ownership and next steps. This includes realizing the expected results of innovation and new strategies.
- Participate in the recruiting process.
- Co-author of the strategy in the future service delivery space
- Assist Sr. Operations Leadership in preparing and/or reviewing weekly, monthly, and quarterly functional summary reports and/or business performance reviews.
- Respond on a timely manner to problems and lead resolution efforts and appropriate corrective action.
- Execute a continuous improvement operating model by identifying opportunities, implementing methods to reduce customer costs, and improve operational performance.
- Support direct reports in identifying training opportunities that support continuous performance improvement and development goals.
- Lead and/or participate in cross-functional teams supporting continuous improvement initiatives that improve performance, leadership skills, morale, and technology solutions.
- Be the point of contact for Supervisors in their absence.
What we are looking for...
- Bachelor's Degree or equivalent education
- Experience with managing leaders and multiple teams is essential
- 5+ years of relevant, progressive management experience (and demonstrated success)
- Managing a team in a high-touch service environment (preferably with an inbound/outbound telephonic component, shared service delivery centre and/or healthcare, technology-related)
- Motivating team members to high-performance and achievement of specified goals
- Operational process execution
- Successful track of record in process automation and optimization (AI implementation)
- Recognizing and developing talent
- Creating a team environment that results in open communication, behavior consistent with company values, and group inter-dependency
- Established analytical thinking skills, observational & communication skills, and collaboration.
- Strong data analytics and problem-solving skills.
- Exhibiting and instilling a growth mindset
- Excellent communication skills
- Demonstrated strong leadership, coaching, and mentoring tactics that are utilized daily towards both individual and team goals.
- Demonstrate resilience and adaptation to change in a fast-paced, dynamic environment.
- Professional, self-motivated, enthusiastic demeanor
- Strong organizational and time management skills
While working in Accolade you will enjoy the following benefits:
- RSUs
- Stock Options Purchase Programme
- 5 weeks of paid vacation
- 6 personal days per year (prorated start between Jan-June=6, July-December=3)
- Cell phone and a plan for personal use as well
- Card Gastro in value of 130 CZK per working day (without employee contribution)
- Card Flexi in value of 750 CZK per month or Multisport Card
- Pluxee Flexi Pass Card in value of 350 CZK per month for all employees
- Head Space Emotional Support app (www.ginger.com)
- Carrot - support on family forming journey (www.get-carrot.com)
- uLekare.cz (www.ulekare.cz)
- Yoga Classes with a contribution
- Accolade Vodafone Programme (AVP) offers more convenient tariffs and services for you, your family, and your friends
- 1 paid day off for volunteerism per year
Our people are the Heart of Accolade
Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace where all can grow and thrive. We do this by living our core values:
Member Obsessed
For everything we do, we ask ourselves: Is this going to make our member's life measurably better?
Be Fearless
We think differently. We do what's never been done. We are reinventing healthcare every step of the way.
Stronger Together
We honor the differences among one another and know that our unique perspectives drive us forward.
Genuine Care
We care deeply about the human beings we work with and serve. We have each other's back.
Embrace Reality
We bring the data, tell the truth, and trust each other.
Relentless Execution
We operate with a bias for action. Take initiative, move fast & have fun.
Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.
Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.
Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.
To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.
Prague