Talence Group LLC Chief Operating Officer in Phoenix, Arizona

who our client is…

Our client is an innovative and profitable healthcare company with an excellent track record for revenue growth. A focus on delivering excellent Patient care has fueled the company’s expansion across multiple states with a plan to continue their growth at a manageable pace.

Our client’s key to success has been attributed to: creative, out-of-the-box thinking; nimbleness and agility; the ability and desire to provide exceptional Patient care; a leadership team focused on ensuring that all employees have a meaningful and rewarding experience every day in their role. These employees are considered to be “Teammates”, who are laser-focused on the company’s mission of serving their customers with great care and compassion. The business is run under the philosophy of a “win-win-win” approach for the Patients, Doctors and Teammates.

what our client needs…

The COO will serve as a key member of the leadership team partnering with and reporting to the CEO. The ideal candidate will have an engaging leadership approach to this critical role and will ensure a customer care centric culture. S/He will leverage their leading-edge customer experience expertise to continually increase the Net Promoter Score for all locations while ensuring internal customer / Teammate satisfaction. The COO will help make the CEO’s vision a reality through sound day to day strategy implementation and execution to sustain rapid growth. Our client is looking for proven experience growing and scaling a business while positively and effectively managing people to provide excellent service internally to the team and externally to the customers. They are seeking a “roll up your sleeves” mentality while motivating, empowering, and further building excellent team operations.

what you will do…

  • Champion 5-Star Customer Service for both customers and Teammates.

  • Lead the effective execution of strategies developed by CEO and Leadership team to maintain excellent customer service during rapid growth.

  • Use metrics by setting comprehensive and measurable goals for performance.

  • Prioritize organization-wide work and projects ensuring alignment with the business strategy and goals.

  • Manage and provide leadership to several parts of the organization; participate in the general management of the company in partnership with the CEO.

  • Partner with the CEO to build long term business strategies and expansion activities.

  • Manage relationships with external partners, industry associations and vendors.

  • Leverage social media and Net Promoter Scores to improve and expand Patient referrals.

  • Instill a continuous improvement mindset and empower Teammates to be able do the right thing for customers.

  • Drive a comprehensive talent system that integrates diversity and inclusion programs, harnessing the power of people with different backgrounds, experiences, and perspectives.

  • Provide leadership development programs to produce agile leaders who excel, while broadening developmental and advancement opportunities for the workforce at large.

  • Develop and implement a talent plan to ensure that the right people are in the right place at the right time to meet the strategic needs of the organization.

  • Build organization-wide awareness of external factors impacting business and human capital.

  • Ability to attract, develop, and retain talented individuals creating an environment that allows Teammates to reach their highest potential.

  • Be a champion for the company culture and lead by example.

  • Develop strategic communication strategies to keep all Teammates informed, engaged and focused on key business initiatives and priorities.

Requirements

what you need to have….

  • 15+ years of experience performing a top executive function providing exceptional customer service

  • 10+ years of experience leading high performance teams of 100+ employees

  • Proven experience executing growth strategies

  • Demonstrated familiarity in diverse business functions such as Marketing, Sales, Operations, Finance, IT, etc

  • Bachelor’s degree in Business or related field; MBA or MA/MS a plus

  • Experience in a customer-focused industry, such as retail, hospitality and other related environments

  • Spanish speaking ability is a plus

Benefits

Location: Phoenix, Arizona

Executive level compensation