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.
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:
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:
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:
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.