Assistant Manager Concierge

As the Concierge Assistant Manager at First Advantage, you will drive the

overall vision and provide transformational leadership for our Clinical Concierge team, who is unique in playing a hybrid role of both fulfillment and customer support. You will manage the operational activities of our U.S. organization, ensuring day-today operations and processes run smoothly, efficiently, and consistently. This pivotal leadership role involves ensuring accountability, process adherence, KPI management, and cross-functional coordination. You will also oversee the team's customer support efforts, ensuring a customer-centric approach that prioritizes the needs and satisfaction of our customers. You will be strong in collaboration, working closely with various departments to achieve operational excellence. This high-impact position is designed to support sustainable growth and operational excellence, ultimately benefiting our customers.

This Is What You’ll Do

Drive overall Clinical Concierge strategy and establish & monitor Clinical Concierge KPIs to assess the team’s performance
Monitor ongoing or escalated issues impacting operations and customer program performance, and coordinate resolutions to ensure optimal performance and customer satisfaction
Collaborate with customer-facing groups to problem-solve and implement customers' unique operational and/or technical requirements to optimize the customer experience and enhance effectiveness
Support in driving productivity & quality, and lead process improvement initiatives
Measure the effectiveness of Clinical Concierge by defining operational metrics, tracking systems, and reporting to the Healthcare Leadership team
Review trends for order volume, phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made o Review quality performance measurements, provide input for coaching performance/action plans as applicable plus staff development and leadership coaching
Drive new business growth through greater advocacy reference-ability
Ensures that customer satisfaction is achieved through effective communication, problem solving, and efficient processes
Help create and maintain a positive department culture through the participation in, and creation of Company culture initiatives

This Is What We're Looking For

5-8+ years’ experience in operations or customer service management with a technology/Saas company, with at least 3+ years in a leadership role. Experience working with drug and occupational health screenings, preferred
Strong leadership, organizational, and project management skills to manage multiple responsibilities
Strategic and creative thinker with a bias for action; strong conflict resolution and negotiation skills
Exceptional communication and interpersonal abilities, with a collaborative mindset
Extensive analytical skills with experience in data modeling, dashboards, and operational KPI’s
Strong listening skills, attention to detail, decision-making skills, and easily

We have great people here and are looking for more. Come join us!

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Equal Employment Opportunities at First Advantage

First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.