EXECUTIVE DIRECTOR OPERATIONS FLUENT

Responsibilities:

• Engages with client executives to assess strategic business needs and operational challenges and lead initiatives that provide positive business impact to the client. Translates client expectations and shares constructive feedback and important and relevant information with appropriate internal resources.
• Leverages internal partners to identify, collect and organize data for analysis and decision-making. Develops strategies and plans, resulting in a systematic approach to addressing client needs. Ensures that the customer perspective is the driving force behind business decisions and activities.
• Partners with Fluent internal partners to facilitate delivery of standard and customized services in a way that is appropriately sequenced to match client readiness and capacity.
• Leverages internal resources to facilitate the accomplishment of work goals with a focus on impact. Ensures deadlines are met and keeps stakeholders informed of project status. Identifies opportunities and presents recommendations and anticipated outcomes that clearly show how Fluent products, services and ideas would meet clientďż˝s needs. Ensures that all facilitated meetings serve business objectives while using appropriate interpersonal styles and considering the potential contributions of others.
• Sets high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks in a timely manner; self-imposing standards of excellence rather than having standards imposed. Escalates complex client issues and follows through to resolution, ensuring appropriate communication to all involved parties
• Meets regularly with the assigned service team to prepare for client presentations and develop results-oriented service plans. Develops and uses collaborative relationships to facilitate the accomplishment of work goals. Effectively articulates and translates client goals and strategies to service teams and internal group.
• Develops long-term trusted relationships with key client stakeholders
• Defines the relationship strategy that ensures all key decision makers and client relationships are leveraged to drive individual wins and business results for the client company.
• Incorporates the customer experience approach with client in all interactions as a key solutions champion of excellence
• Align on strategic objectives with clients and deliver identified client strategic directives
• Identify and lead initiatives to maintain and manage client expectations and satisfaction
• Actively assess quality and effectiveness of client interaction points and working processes impacting client experience. Work with stakeholders to apply continuous improvement
• Identify potential internal risks and issues, proactively manage and resolve to ensure timely resolution
• Assesses operations, leadership, team cohesion, and performance; observes individual and team performance and conducts regular staff quality circle meetings
• Follows up on staff member relations issues; conducts investigations as appropriate
• Monitors performance metrics to identify emerging trends and areas of opportunity
• Partners with Fluent leadership to plan staffing needs to support the client partnership

OVERVIEW START

Job Description

Summary:
The Executive Director, Operations reports directly to the Vice President of Client Management and Servicing and provides Executive leadership and operational oversight to ensure the success of the Fluent Health / Client relationship. This role will partner with senior Fluent and client stakeholders and lead a diverse, operationally focused team while ensuring client success across the entire engagement lifecycle.

Work location in Champaign-Urbana, Illinois region; Travel required- up to 60%

OVERVIEW END

QUALIFICATIONS START

Benefits

Benefits are effective day-one (for .45 FTE and above) and include:

• Competitive salaries
• Full medical, dental and vision insurance
• Flexible spending accounts (FSAs)
• Free wellness programs
• Paid time off (PTO)
• Retirement plans, including matching employer contributions
• Continuing education and career development opportunities
• Life insurance and short/long term disability programs