VP of Client Experience and Operational Excellence

Job Description

Job Description

Job Title: VP of Client Experience and Operational Excellence

Reports to: CEO

Supervises: Strategics Projects Coordinator and Director of Medipay Client Experience

Position Summary

The VP of Client Experience & Operational Excellence is responsible for leading the systems, workflows, reporting, and cross-functional operations that support Myriad’s client lifecycle, marketing funnel, onboarding performance, product adoption, service delivery, and retention.

This role oversees CRM structure, marketing operations, lead-routing workflows, onboarding queues, ticketing systems, internal automations, AI enablement, reporting integrity, and Service Package visibility. The VP works closely with the CEO, Marketing, Finance, Sales, Client Experience, Account Services, Technology, Engineering, and outside contractors to ensure Myriad’s systems and client-facing processes operate as a unified, measurable, and scalable ecosystem.

Key Performance Areas & Key Performance Indicators:

Marketing Systems, Funnel Operations & Project Management: (20%)

• Collaborate with Marketing to oversee current marketing projects and build scalable marketing operations infrastructure.
• Oversee online sales funnel workflows, marketing automations, lead-routing rules, inbound lead handling, caller integration, rep integration, referral partner integration, campaign tracking, Monday.com workflows, and related system integrations.
• Create structure around open projects by defining ownership, clarifying deadlines, coordinating cross-functional execution, removing blockers, and ensuring projects do not stall due to lack of visibility or accountability.
• Ensure Marketing has the systems, workflows, CRM structure, automation, project tracking, reporting, and operational discipline needed to scale.
• Monthly project review completed with Marketing and executive leadership, including completed projects, overdue items, blockers, funnel issues, and next-priority recommendations.
• Marketing funnel reporting must show lead source, campaign source, owner, sales channel, follow-up status, appointment status, conversion outcome, and revenue outcome where applicable.

CRM, Systems, AI, Automation & Internal Operations: (20%)

• Own internal system integrity and CRM scalability, including Monday.com architecture, board logic, automations, fields, reporting dependencies, lead routing, client lifecycle stages, billing coordination fields, onboarding queues, partner attribution, sales credit logic, marketing workflows, and operational handoffs.
• Run the CRM Team, including Scott Morlan’s reporting line, and ensure CRM work is prioritized based on business impact, revenue impact, client impact, and operational risk.
• Oversee AI and automation implementation and maintenance across internal systems, including operational automations, marketing automations, CRM automations, service workflows, reporting automations, client lifecycle automations, and internal knowledge enablement.
• Collaborate with Enis and Technology leadership to build internal automation and AI enablement for app review, sales channels, client experience, account services, marketing, and other operational workflows.
• Oversee API and integration projects across internal systems and ensure approved automation projects are tied to measurable business outcomes such as faster turnaround, fewer errors, better reporting, lower manual workload, better client experience, or improved product adoption.
• Ensure weekly CRM Team sprint visibility is maintained, including active priorities, blockers, deadlines, and completed work.
• Maintain an active roadmap of AI, automation, API, and integration projects.

Client Experience, Product Adoption & Myriad Ecosystem Performance: (15%)

• Oversee the client experience across Myriad’s internal ecosystem products, including but not limited to Myriad Health, MediPay, Built-in-Biller, AI tools, eligibility workflows, check-in tools, payment workflows, client portals, reporting tools, and other Myriad-owned or Myriad-managed products.
• Create KPI reporting that measures whether clients are activating, using, retaining, and gaining value from these products.
• Identify where clients are stalling, where internal teams are creating friction, where product workflows are unclear, and where Engineering or Service intervention is needed.
• Translate client experience problems into clear operational and product requirements, prioritize issues based on business impact, and ensure accountable owners are assigned.
• Identify workflow gaps, product friction, confusing user experiences, unnecessary manual steps, failed handoffs, unclear documentation, recurring support issues, and system defects that reduce product adoption or client satisfaction.
• Ensure quarterly product experience review is completed with Engineering, Service, Client Experience, and executive leadership.

Activation, Onboarding & Ticketing Excellence: (15%)

• Own the systems and operational structure that support activation from install through first processing.
• Identify bottlenecks, improve queue discipline, reduce handoff failures, and create visibility into delayed accounts.
• Work collaboratively with the Director of Client Experience to ensure onboarding SLOs are met, onboarding queues are maintained, and client-facing implementation workflows are clear, measurable, and scalable.
• Collaborate with Technology and Engineering to implement features, automations, dashboards, and internal workflows that reduce manual effort and accelerate time-to-live.
• Oversee the ticketing system as an operating structure for client experience, accountability, and support quality.
• Manage ticketing system implementation, workflow design, queue ownership, escalation standards, SLO tracking, and reporting visibility.
• Ensure ticketing workflows result in better responsiveness, fewer unresolved issues, clearer accountability, stronger product feedback loops, and stronger retention.

Reporting Integrity, Financial Logic, Retention & Service Package Management: (15%)

• Vet reporting and financial calculations from a systems perspective to ensure proper partner credit, sales channel credit, rep credit, payout logic, attribution, and reporting accuracy.
• Collaborate with Finance and Sales leadership to ensure the systems feeding financial calculations are accurate, structured, and aligned with approved compensation and attribution rules.
• Own retention visibility, Active Client reporting, and Service Package integrity from a systems and operational standpoint.
• Monitor inactive accounts, processing volume decline, product adoption decline, service package gaps, declined payments, rejected subscriptions, and missing indicators.
• Collaborate with Finance on rejections and subscription exceptions, while coordinating outreach with Account Services and Client Experience leadership.
• Ensure retention risks are visible, assigned, and acted upon before they become avoidable churn.
• Maintain alignment between operational reality and Service Package indicators in Monday.com reporting.
• Complete monthly audit for financial calculations, residual logic, rep credit, partner credit, and payout-impacting CRM fields.

• 12-month cumulative retention: ≥ 92%
• 24-month cumulative retention: ≥ 88%
• 36-month cumulative retention: ≥ 85%
• 48-month cumulative retention: ≥ 81%
• 60+ month cumulative retention: ≥ 78%

Documentation, Compliance & Cross-Functional Leadership: (15%)

• Lead cross-functionally with professionalism, accountability, and transparency.
• Work with Finance, Sales, Marketing, Technology, Engineering, Client Experience, Account Services, executive leadership, and outside contractors to maintain operating discipline and cross-functional accountability.
• Maintain and improve the Center of Excellence intraweb as the company’s internal source of truth for CRM guides, systems workflows, onboarding processes, marketing operations, lead handling, ticketing standards, product workflow guidance, automation documentation, and best-practice guidance.
• Collaborate with Marketing, Technology, Client Experience, and outside contractors such as Tim Little Tech and others to maintain CRM guides, systems documentation, workflow diagrams, best-practice materials, and AI chat enablement.
• Demonstrate strong judgment, ethical conduct, operational discipline, and the ability to hold teams accountable without creating unnecessary conflict.
• Maintain professional, constructive, and accountable communication with internal teams, clients, partners, and contractors.
• Maintain strict adherence to Employee Handbook, job description, employment agreement, and approved KPI structure.
• Review Center of Excellence content quarterly for accuracy, completeness, and usability.

Minimum Qualifications

Education:

• Bachelor’s Degree in Business, Marketing, or a related discipline is required
• MBA is Preferred

Experience:

• Possess proven experience in a strategic leadership role.
• In-depth knowledge of CRM systems, and market dynamics.
• Strong analytical and problem-solving skills.
• Strong interpersonal skills with the ability to inspire and motivate team members
• Excellent communication and presentation abilities, with the ability to handle challenging situations with composure and professionalism
• Possess the ability to collaborate effectively with cross-functional teams.
• Familiarity with payment processing, client onboarding, account services, marketing funnels, product adoption, or SaaS-style operational environments is preferred.

Competencies

Operations Knowledge – Thoroughly understands the operational procedures for his/her position and how they affect or relate to other departments in the company. Serves as an expert for others.

Strategic Execution – Capable of translating concepts into detailed plans and managing timelines with discipline and focus.

Compliance Knowledge – Extensive understanding of general and department-specific regulations. Serves as a compliance resource for the team.

Organization – Maintains control of multiple priorities, builds systems that eliminate scheduling conflicts, and supports seamless daily flow.

Teamwork – Able to build morale and group commitments to goals and objectives; Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone’s efforts to succeed.

Computer Skills – Demonstrates a solid understanding of the technology utilized in his/her position. Consistently looks for ways to use technology to create efficiencies. Able to troubleshoot minor problems. May serve as an expert to others.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Strength - Employee must be able to stand and/ or sit for periods of time while waiting on customers. Employee may be required to walk, reach, lift, carry and bend. This job also requires the ability to lift and/or move up to 15 lbs. Occasionally, may need to lift more than 15 lbs.

Finger Dexterity - Employee will have to use fingers to make small movements, such as typing, picking up small objects, or pinching fingers together.

Talking – The ability to convey information accurately by speaking to customers and other employees.

Hearing - Able to hear average or normal conversations and receive ordinary information.

Visual Abilities – Specific vision abilities used by the job are close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Employer reserves the right to change this job description at any time, should business needs arise.