Channel Development Lead

Accountabilities:

Lead strategic business initiatives and complex projects from initial planning through implementation, ensuring alignment with organizational objectives and commercial priorities.
Develop and maintain comprehensive project plans, strategic roadmaps, milestones, risk registers, and executive-level progress reports to ensure transparency, accountability, and timely delivery.
Identify operational inefficiencies, process gaps, and potential business risks through data analysis, stakeholder consultation, and workflow assessments.
Drive process improvement and business transformation initiatives designed to enhance customer experience, agent productivity, sales effectiveness, and operational performance.
Translate business strategies into actionable programs, implementation plans, timelines, and measurable performance objectives.
Establish and monitor key performance indicators (KPIs) to evaluate sales program effectiveness, improve operational efficiency, and support market growth and customer retention.
Act as a trusted strategic advisor to senior leadership, providing actionable recommendations, proactive updates, and clear visibility into project progress, risks, dependencies, and business outcomes.
Collaborate with cross-functional stakeholders across Sales, Operations, Marketing, Finance, Technology, and external partner organizations to align priorities and ensure successful execution.
Apply contact center and sales operations expertise to identify opportunities for workflow optimization, capacity planning, technology improvements, and enhanced performance management.
Proactively anticipate challenges, develop risk mitigation strategies, resolve complex operational issues, and escalate concerns when necessary.
Consolidate information across multiple projects, programs, and stakeholders to provide comprehensive business insights and support informed decision-making.
Facilitate effective meetings and stakeholder discussions, ensuring decisions are documented, responsibilities are assigned, and actionable next steps are established.
Prepare executive-ready presentations, communications, and performance reports that translate complex operational information into clear business recommendations.
Exercise independent judgment and ownership when managing complex situations, balancing competing priorities, and delivering results under tight deadlines.
Requirements:
At least 3 years of professional experience in call center operations, contact center management, sales operations, customer service operations, or a related operational environment.
Minimum of 3 years of experience leading cross-functional initiatives involving business transformation, operational readiness, process improvement, or program delivery.
Demonstrated experience managing multiple high-priority projects simultaneously, coordinating competing deadlines, and aligning diverse stakeholders.
Proven ability to communicate project updates, strategic recommendations, operational risks, and business outcomes to senior management and executive stakeholders.
Strong analytical skills, with experience interpreting operational data, identifying performance trends, investigating root causes, and recommending process improvements.
Demonstrated ability to independently identify, assess, and resolve complex operational challenges in dynamic, fast-paced environments.
Excellent stakeholder management and influencing skills, with the ability to drive cross-functional initiatives to completion without direct reporting authority.
Strong project management, organizational, and problem-solving capabilities, with the ability to establish clear priorities, maintain accountability, and deliver against aggressive timelines.
Exceptional written and verbal communication skills, including experience preparing executive-level presentations and translating complex information into actionable insights.
PMP certification or at least 4 years of advanced project or program management experience is preferred.
At least 4 years of sales experience within the healthcare or health solutions industry is an advantage.
At least 4 years of technical experience supporting business operations, systems, platforms, or technology-enabled initiatives is preferred.
At least 2 years of experience working with telephony systems, Interactive Voice Response (IVR), Customer Relationship Management (CRM) applications, or related contact center technologies is desirable.
Ability to work remotely during Eastern Standard Time (EST) business hours.
Willingness to travel occasionally, potentially up to four times per year.
Ability to maintain a dedicated, secure home workspace that protects confidential customer and healthcare information and complies with applicable privacy requirements.
Reliable home internet connection with minimum speeds of 25 Mbps download and 10 Mbps upload.
Benefits:
Competitive annual base salary ranging from $115,200 to $158,400, depending on qualifications, experience, skills, and geographic location.
Eligibility for a performance-based bonus incentive plan tied to individual and/or organizational results.
Comprehensive medical, dental, and vision insurance.
401(k) retirement savings plan.
Paid time off.
Company and personal holidays.
Paid parental leave.
Paid caregiver leave.
Short-term and long-term disability coverage.
Life insurance.
Additional wellness and employee support programs designed to promote personal and family well-being.
Fully remote working arrangement within the United States.
Opportunities to collaborate with senior leadership and contribute to strategic business transformation initiatives.
Full-time position with a standard 40-hour workweek.