Company Description:

Quartet is a pioneering technology company connecting physical and mental care to improve people’s health and quality of life. We are building a collaborative technology platform that brings together physicians, mental health providers, and insurance companies to effectively improve patient outcomes and drive down healthcare costs. Our data-driven platform identifies high-need patients and facilitates access to personalized care. Backed by $92MM in venture funding from top investors like GV (formerly Google Ventures) and Oak HC/FT, Quartet is headquartered in NYC and is currently operating in several markets across the US -- Pennsylvania, Massachusetts, Louisiana, Washington, Northern California, and New Jersey.

Role Description: 

The VP of User Success plays a critical leadership role within Quartet. You will build and develop sustainable processes that lead to successful user engagement and satisfaction. Specifically, you will oversee post-user acquisition provider engagement and support, patient engagement and care initiation, product prototyping, and tech support. This work plays a foundational role in Quartet’s service product as it touches all of our users: PCPs (Primary Care Physicians), BHPs (Behavioral Health Providers), and Patients. You will be at the center of Quartet’s value proposition by helping to deliver on our promise to get PCP’s patients into care, match BHPs with appropriate patients, and help patients stay on the appropriate care path.

This role will report to the President and Chief Operating Officer. You will own the vision, strategy, and execution for driving user (PCPs, BHPs, Patients) support across our digital solutions, leading one integrated, national support model.

Key Responsibilities:

• Drive user engagement and retention metrics of our provider users; drive engagement and care initiation metrics of our patient users
• Build and lead a world class team of user success professionals
• Create a consistent and valued user success experience, developing and scaling repeatable methodologies
• Define and optimize the user lifecycle and map the user success journey with a focus on metrics
• Influence future lifetime value through higher user satisfaction scores
• Drive a user success culture and act as an internal user advocate at the executive level, exposing the user’s pain points and opportunities
• Provide key strategic voice of the user input to the product and engineering teams, aligning the user’s key imperatives with Quartet’s goals and roadmap planning
• Partner with shared technical and business resources across multiple functions (Market Success, Engineering, Product, Marketing, etc.) to effectively deliver and support solutions
• Ensure timely, consistent and accurate responses to user queries, concerns or complaints due to technical product or other issues
• Drive improvements and initiatives in partnership with internal stakeholders to resolve issues or adverse feedback from users
• Work cross functionally to share best practices and modify processes and policies to improve overall user experience
• Mentor, coach and develop team members to increase their effectiveness, as well as employee engagement by creating a continuous learning and collaborative environment
• Manage all aspects of software upgrades from a support perspective
• Set goals and report on performance metrics weekly, monthly and annually

Basic Qualifications:

• BA/BS degree; MBA preferred; at least 15 years of experience, 10 in customer support functions
• At least 7 years of leadership experience leading a scaled support organization
• Some travel is required and must be willing to work out of our NYC office

Desired Characteristics:

• Passion and ability to design and drive change, influence, energize, and translate strategic direction into tactical deliverables that are embraced by teams
• Experience successfully leading and growing a large, matrixed user support team within a high growth technology organization
• Experience supporting users in the healthcare space (medical practices, health providers, patients) would be helpful but not a requirement
• Focus on driving user outcomes to determine success through direct user interaction and organizing the team for user impact
• Familiarity with deploying the net promoter score (NPS) metric for support organizations
• Exceptional communication and interpersonal skills; ability to synthesize complex issues and communicate into simple messages for teams, peers, and the company
• Experience leading a P&L with financial responsibilities and providing leadership for all functional services areas within the customer/user support department
• Strong track record of building great teams by attracting, developing and retaining talent
• Inclusive leadership style with a focus on personal involvement, trust and flexibility
• Ability to present in front of large groups, deal with ambiguity, and demonstrate composure in stressful situations where competing priorities must be managed
• Proven user engagement capability: unrelenting passion and zeal to engage with customers
• Healthcare experience not required preferred

Benefits and perks of working at Quartet include:

• Medical, dental, vision and life insurance
• Enhanced mental health benefits
• Paid membership to One Medical
• Pre-tax health, transit and dependent care flexible spending accounts
• Fee-free 401(k) program
• Unlimited vacation and sick leave, and competitive family leave policy
• Amazing office with stocked kitchen, weekly yoga, meditation services and regular company gatherings
• Working with some of the most talented and mission-driven minds in the industry!

Quartet interview requests and job offers only originate from quartethealth.com email addresses (e.g. [email protected]). Quartet will also never ask for bank information (e.g. account and routing number), social security numbers, passwords, or other sensitive information to be delivered via email. If you receive a scam email or wish to report a security issue involving Quartet, please notify us at: [email protected].

Key Responsibilities:

• Drive user engagement and retention metrics of our provider users; drive engagement and care initiation metrics of our patient users
• Build and lead a world class team of user success professionals
• Create a consistent and valued user success experience, developing and scaling repeatable methodologies
• Define and optimize the user lifecycle and map the user success journey with a focus on metrics
• Influence future lifetime value through higher user satisfaction scores
• Drive a user success culture and act as an internal user advocate at the executive level, exposing the user’s pain points and opportunities
• Provide key strategic voice of the user input to the product and engineering teams, aligning the user’s key imperatives with Quartet’s goals and roadmap planning
• Partner with shared technical and business resources across multiple functions (Market Success, Engineering, Product, Marketing, etc.) to effectively deliver and support solutions
• Ensure timely, consistent and accurate responses to user queries, concerns or complaints due to technical product or other issues
• Drive improvements and initiatives in partnership with internal stakeholders to resolve issues or adverse feedback from users
• Work cross functionally to share best practices and modify processes and policies to improve overall user experience
• Mentor, coach and develop team members to increase their effectiveness, as well as employee engagement by creating a continuous learning and collaborative environment
• Manage all aspects of software upgrades from a support perspective
• Set goals and report on performance metrics weekly, monthly and annually

Basic Qualifications:

• BA/BS degree; MBA preferred; at least 15 years of experience, 10 in customer support functions
• At least 7 years of leadership experience leading a scaled support organization
• Some travel is required and must be willing to work out of our NYC office

Desired Characteristics:

• Passion and ability to design and drive change, influence, energize, and translate strategic direction into tactical deliverables that are embraced by teams
• Experience successfully leading and growing a large, matrixed user support team within a high growth technology organization
• Experience supporting users in the healthcare space (medical practices, health providers, patients) would be helpful but not a requirement
• Focus on driving user outcomes to determine success through direct user interaction and organizing the team for user impact
• Familiarity with deploying the net promoter score (NPS) metric for support organizations
• Exceptional communication and interpersonal skills; ability to synthesize complex issues and communicate into simple messages for teams, peers, and the company
• Experience leading a P&L with financial responsibilities and providing leadership for all functional services areas within the customer/user support department
• Strong track record of building great teams by attracting, developing and retaining talent
• Inclusive leadership style with a focus on personal involvement, trust and flexibility
• Ability to present in front of large groups, deal with ambiguity, and demonstrate composure in stressful situations where competing priorities must be managed
• Proven user engagement capability: unrelenting passion and zeal to engage with customers
• Healthcare experience not required preferred

Benefits and perks of working at Quartet include:

• Medical, dental, vision and life insurance
• Enhanced mental health benefits
• Paid membership to One Medical
• Pre-tax health, transit and dependent care flexible spending accounts
• Fee-free 401(k) program
• Unlimited vacation and sick leave, and competitive family leave policy
• Amazing office with stocked kitchen, weekly yoga, meditation services and regular company gatherings
• Working with some of the most talented and mission-driven minds in the industry!

Quartet interview requests and job offers only originate from quartethealth.com email addresses (e.g. [email protected]). Quartet will also never ask for bank information (e.g. account and routing number), social security numbers, passwords, or other sensitive information to be delivered via email. If you receive a scam email or wish to report a security issue involving Quartet, please notify us at: [email protected].