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.
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
Location: Phoenix, Arizona
Executive level compensation