About AlayaCare:

AlayaCare is revolutionizing the way home health care is delivered. Our leading cloud-based software allows our clients around the world to manage their employees, scheduling, billing, and enable better delivery of care. We're a fast-growing SaaS company with a team of 650+ team members across Canada, US, Australia, and Brazil. We aim to be the world leader in home health care software solutions. We pride ourselves on our open and transparent culture, our bias for action, and being committed to a workplace where we can be ourselves.

About the Role:

Reporting to the SVP of Customer Success, the Senior Director of Customer Experience, has a critical, customer-facing and internal leadership role.

This role is tasked with running and growing a best-in-class Customer Experience organization, including managing the Customer Support and Customer Enablement. They will be accountable for having a vision and plan for delivering an effortless experience through our support channels (live chat, ticketing, calls). They will also be responsible for delivering and iterating on a scalable SMB Onboarding methodology that prioritizes time to value for our customer base.

In all of their work, they will drive cross-functional process improvements, a data-driven approach, and deep understanding of the customer experience through various channels. They must be capable of helping our most valuable customers achieve their business and care goals. This individual possesses experience and strength in complex project management, customer management, and team leadership and development.

This is a full-time fixed-term maternity leave coverage role. Based on company and individual performance, opportunities for extension or internal moves may be considered for the incumbent.

AlayaCare supports a flexible working model, expecting our employees to spend some time onsite at their closest office location while offering flexibility for some remote work. Our team encourages in-person collaboration and with this, the preferred candidate location would be within the Greater Toronto Area. Candidates with transferrable experience in other key regions of Canada (Montréal, Victoria, Vancouver, GTA) and the United States will be considered permitted that they be open to some travel to Toronto (quarterly)

A day in the life:

• Ensure the successful customer experience of AlayaCare’s large and enterprise customers in Canada and the USA, focused on delivering a frictionless support experience. For SMBs, delivering a scalable onboarding methodology and scalable tools to help us serve those customers efficiently.
• Continue to evaluate and innovate on our SMB go-to-market strategy and approach, and ensure the delivery of a successful, expedient onboarding methodology for this segment.
• Drive monthly, quarterly, and annual execution of your team’s OKRs and strategic plans, using a process-oriented and data-driven approach.
• Maintain full visibility and status on cross-functional efforts to deliver features to customers, especially feature releases, with a specific focus on quality control and alignment with standards developed by the Customer Experience Team.
• Champion customer priorities cross-functionally, such as collaborating and communicating with product to influence customer experience initiatives within the product roadmap.
• Design and develop process improvement to the customer journey as it relates to your portfolio of functions with a focus on automating steps, reducing friction, providing autonomy for agents to handle increasing types of questions and incidents (including guiding your director in an implementation of a technical support team).
• Engage in market-specific planning and execution to ensure we win in our chosen markets by supporting the development of market-focused content in Zendesk and other AlayaCare forums.
• Support the development of presentations, reporting dashboards, and other case study information to drive insights into our customers, and at times be prepared to present to executive leadership on these insights.
• Hire and build a high-performing team through strong mentorship and talent development while identifying key opportunities for growth and up-leveling, aiming for high eNPS
• Keep abreast of industry trends, best practices, and KPIs.
• Drive best practices and continuous improvement, including building a customer experience playbook, and represent the core values of AlayaCare in all you do.
• Support with Merger and Acquisition due diligence efforts, and leading integration of teams post acquisit

What you bring to the team:

• Bachelor's Degree or equivalent (a blend of industry experience and other post-secondary education may be considered)
• 6+ years of experience in SaaS services delivery
• 3+ years of experience in a people leadership capacity
  • Experience developing, coaching and mentoring high performing teams
• Post-acute healthcare or healthcare tech experience would be considered a definite asset
• Excellent customer relationship management skills, and the ability to drive product adoption and customer satisfaction
• Highly collaborative, organized, and execution-oriented with strong presentation skills
• Highly analytical – ability to make strong financial business cases and priority decisions based on data
• Highly process oriented – ability to drive improvement in complex cross departmental processes
• Ability to build superior and productive relationships peers, your manager, and executive team members
• Love of teamwork and commitment to building a world-class global customer experience engine together
• Some customer-related travel within Canada and the USA will be required (~10-20% of the time)

What Makes AlayaCare a Great Place to Work:

• Our products have a positive impact on the lives of countless care workers and care recipients Equity in a well-funded, high-growth company
• Flexible hybrid working model and beautiful and creative office spaces to enjoy within prime locations
• Competitive compensation including equity in a growing, well-funded company
• Comprehensive group benefits program, including telemedicine
• Employee expense program for health, wellness, lifestyle, productivity expenses and more!
• Parental leave top-up plan
• Flexible vacation policy
• Wellness Fridays throughout the summer months for extra time to unwind
• Paid Volunteer Time off Program
• Career growth and development opportunities
• An entrepreneurial culture of transparency, collaboration, and innovation
• We are recognized as Deloitte's Technology Fast 50TM program award for our rapid revenue growth, entrepreneurial spirit and bold innovation

If this sounds like the perfect job for you, apply today. As well as joining a great culture and a market-leading company, you will be part of a team making a positive difference in the post-acute care market. If this isn’t the job for you, you may know someone who is a perfect fit. Please feel free to share this opportunity.

If you want to explore AlayaCare further, please visit our website www.alayacare.com.

Better outcomes, better belonging

Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.

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