ORS Partners

Chief Operating Officer

Job Locations US-PA-Philadelphia
Posted Date 3 weeks ago(9/4/2020 2:23 PM)
Job ID
2020-7491
# of Openings
1
Category
Executive / Managerial / C-Level

Overview

Position Title:               Chief Operating Officer

Reports To:                    Chief Executive Officer

Department:                 Customer and Client Operations

Location:                        Philadelphia, PA

 

The Chief Operating Officer (COO) is a new position at Benefits Data Trust (BDT). BDT works with state and local government agencies, community-based organizations, and other health and human service-centered entities to help people tap essential public benefits addressing their food, health care, education, and other critical needs. Attracting, retaining, and growing the relationships with these customers allows BDT to reach and serve its clients, the people and families at the heart of its work, and to deepen its impact on urgent matters such as reducing hunger, improving health and education outcomes, and advancing economic security and mobility across the United States.

The COO will enhance and scale the organization’s capabilities to maximize the customer’s success and the client’s experience, ensuring they derive significant value from and enjoy a seamless, dignified, and efficient experience with BDT. This includes two key pillars:

Operational success. Ensuring the delivery of BDT’s products and services meets customer expectations, achieves their desired outcomes, and advances our shared impact goals to high standard through a combination of continuously improving execution, coordination, and productivity across key business functions.

Customer experience. Ensuring BDT’s customers, including their clients, residents, and other stakeholders important to them, have a positive experience with BDT that reinforces our value and enhances our reputation in the marketplace. This includes defining, refining, and continuously improving key customer touch points, fusing a holistic customer experience from excellence in operational execution and external engagement and building the organization’s capacity to deliver this experience consistently and at scale.

Responsibilities

The COO’s leadership will be exercised through two channels: direct management of a department and deploying earned influence organization-wide.

 

Customer Delivery and Success Team. The COO will lead three key departments responsible for delivering value to and managing relationships with many of BDT’s customers—and, ultimately, achieving BDT’s client-centered mission:

  • Contact Center. BDT’s largest team, the Contact Center’s outreach specialists provide comprehensive, high-quality benefits screening and application assistance to individuals and households (clients) across the country.
  • Partnerships. The partnerships team manages BDT’s relationships in states and cities across the country – from cultivation and business development, to negotiating market entry and establishing the foundations of service delivery with government agencies and community-based organizations, to deepening relationships and BDT’s brand presence in individual markets, to identifying and facilitating the resolution of emerging challenges and opportunities.
  • Projects. The projects team ensures the organization meets customer expectations by management of project governance standards and methodology, promotion of customer-and client-related process improvements and efficiencies across the organization, and delivery of contracts and grant objectives.

 

Organization-wide Leadership. BDT is a highly interdisciplinary and interconnected organization with customer relationships and customer-facing operations throughout the organization, including in departments that will not formally report to the COO. The COO will strengthen and scale BDT’s customer and client effectiveness across the organization by:

  • Enabling excellence and growth. Developing standards for customer success and client experience, establishing the methods and means to measure and track progress and to deliver financially viable operations, and providing leadership and coaching to teams and individuals—enabling the organization to consistently, and with greater efficiency and ease, meet those standards and to grow and enjoy sustainable impact and success.
  • Facilitating collaboration and efficiency. Driving collaboration between departments, teams, and individuals to advance key customer success and client experience objectives, quickly respond to and resolve challenges, and keep the organization on the path to continuous improvement.
  • Managing the overall project portfolio. In addition to overseeing BDT’s projects team, building out and supporting a streamlined, coordinated, and robust project management capability across the organization—ensuring organizational health in “holding the whole” of the portfolio.
  • Ensuring internal capabilities can meet customer expectations. Integrating customer success and client experience across other key functions such as strategy, product development, fundraising and business development, budgeting, and resource planning to ensure the organization’s capacity to deliver meets the evolving demands of the marketplace.

Qualifications

Qualifications of the Ideal Candidate

While no one person may embody all the qualities described below, the ideal candidate will possess many of the following:

  • A demonstrated passion for improving the health, well-being, and economic fortunes of people and communities facing challenging circumstances, including those who have been historically denied access to pathways to opportunity and advancement.
  • At least fifteen years of leadership experience in high-growth, fast-paced organizations, including senior-level operations and customer-facing roles; experience working in or with government agencies or highly regulated industries preferred.
  • A deep well of experience, including successes and hard-learned lessons, serving large and highly complex organizations throughout the customer lifecycle—with emphasis on participation in the development of new customers and retention of existing ones.
  • Significant experience building and driving customer success, providing enterprise-level guidance on the executability of strategy, turning elected strategies into living operations, and growing/scaling organizational and operational capabilities.
  • Proven track record succeeding in highly dynamic, multi-polar organizations, including the demonstrated ability to advance priorities, balance competing priorities, develop and introduce operational breakthroughs, and effect hard and uncomfortable but necessary changes.
  • Demonstrated ability to develop in-depth subject matter comfort and fluency across multiple unfamiliar topics.
  • Executive presence that earns respect, leads by example, encourages accountability, invites professional vulnerability, and sparks inclusivity, creativity, and collaboration across diverse teams.
  • Refined coaching and team-building capabilities, with a deep understanding of the critical role of a strong workplace culture and staff experience to deliver value to customers and clients.
  • Exceptional and comprehensive communications skills (written, public presentation, etc.).
  • Bachelor’s degree preferred or significant commensurate experience.

 

Due to COVID-19, BDT is operating under a remote-working protocol, following governmental requirements and CDC guidelines. While this job will begin as fully remote, when BDT determines it is safe to do so based on public health recommendations, we will move back into our Centre Square office. At that time, all Philadelphia-based staff are expected to transition back into the office.

 

Benefits Data Trust is an equal opportunity employer. We offer a supportive work environment and excellent benefits. BDT’s commitment to diversity, equity, and inclusion is lived through those we hire, those with whom we partner, and those we serve. Through recruitment and hiring efforts, we strive to increase diversity in leadership, and we encourage applicants of all backgrounds to apply. Interested candidates who meet the above qualifications are invited to submit a resume and cover letter to the given email address; no phone calls, please. Applicants must be able to pass a background check and drug screen and provide three professional references.

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