Position Summary

The Director of Operations and Revenue will oversee the strategy and success for clinicians' travel job offer experience, while staying closely aligned with leads across Ops, client services, and product. This role will be responsible for setting conversion and retention strategies for health care professionals while in the offer negotiation phase. The Director will manage the direction of our Client and Clinician Offers Management team to ensure they hit set OKRs and Senior Managers are set up well to manage the daily functions of the teams. They will also partner closely with Senior Product leads and senior Account Management leads.

Responsibilities/What You Will Do

• A closing strategy expert who understands the importance of delivering a consistent experience to each clinician while also coaching the team to use objection handling and power of persuasion when negotiating job offers.
• An expert in digital and verbal communications at Nomad
• A resourceful problem solver who can independently translate high level goals into actionable plans
• Maintains incredibly high standards of customer service that can be proven by relevant NPS scores, while also introducing and implementing sales closing techniques 
• Teaches their direct reports and the team to think enterprise-wide with their work
• Can take a 1-month, 3-month, 6-month, 12-month, and three-year future view when making decisions
• Can think ahead to future issues or volume fluctuations that need to be prepared for
• Proactive rather than reactive planning
• Integrates revenue generation with customer service strategy
• Implements processes and metrics that track conversion (acceptance rate) as key aspects
• Strong grasp of data and action to take as a result from clinician inbound and outbound communications
• Should be able to communicate up and down how we are matching against targets
• Understands the importance of driving change from data, shares relevant metrics for flagging issues, and relies on evidence for communicating cross-functionally
• Able to keep track of performance metrics for the team output and quality
• Can identify the action needed to get back on track or push growth
• Brings process control and continuous improvement to their teams
• Has a growth mindset when hearing feedback from all levels
• Understands the importance of team buy-in for changes and consistently brings everyone along
• Identifying and building processes and teams that enable Nomad to scale. Works closely with the VP of Operations, VP of Account Management and other executives to develop a strategy to continue Nomad’s journey to becoming the best-in-class player in temporary staffing
• Actively identifies areas that need improvement and start the project to implement
• Understands how to measure the success of changes and preemptively sets standards for changes
• Sets the example for their direct reports on coaching and motivation to create a team culture that is receptive to feedback and operates with a growth mindset
• Can help their direct reports handle complicated or escalated situations with their direct reports
• Practices empathy and active listening
• Teaches their direct reports a growth mindset and sets the example of accepting feedback from all levels of the organization
• Assists Senior Managers with managing a team of managers to drive excellence in team culture and performance
• Able to manage cross-functional relationships with other Operations leads, Account management stakeholders, Product and Engineering, Business Intelligence, and Marketing as needed.
• Keeps meetings focused with accurate information, relevant metrics, and goals
• Engages peers with informal and succinct information that is relevant to them
• Preemptively communicates any concerns about cross-functional hiccups upward
• Takes an enterprise wide approach to cross functional relationships, with the goal of balancing client and clinician satisfaction 
• Remains empathetic to the stresses and needs of each team
• Has experience working with P&E teams to incorporate operations/sales experience into clinician facing product
• Maintains a strong connection between Ops, AM, and P&E
• Can think through dependencies of launches

Qualifications/ Skills - What You Will Need

•  7+ years of experience in high growth, fast-paced companies with a clear track record of growing or scaling a business
• Digital Platform background while managing a group of Sales and/or Operations managers
• Must have experience managing teams with closing as a core metric 
• Experience managing, motivating, and scaling diverse high-performance sales and operations teams
• An empathetic individual who enjoys helping people grow through difficult situations
• Strong interpersonal skills, especially as it applies to coaching and mentorship
• Keen understanding of how to use data to drive action for both team direction and for aligning team efforts with company-wide OKRs. 
• Integrates revenue generation, customer service strategy and closing strategies
• Should have experience coaching conversion metrics and tracking
• Should have experience coaching to objection handling 
• Has experience working with Product teams to incorporate customer experience into clinician facing product
• Must have a track record of strong Product and Ops alignment work
• Has experience working with client services teams to align on team efforts for client facing goals 
• High ambition, high collaboration, low ego
• Experience managing “managers of managers” 
• Zendesk, Aircall, and Looker experience preferred but not required

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