[Hiring] Vice President of Customer Delivery @Wisedocs AI

This role has been posted in both Canada and the US, but will be a single hire. Please take the time to include a detailed cover letter as to why you believe you would be a good fit for this role.  

Job Description: 

Wisedocs is on a mission to make it easy and accessible for any company in the insurance, legal and medical space to understand medical documents quickly using AI (Artificial Intelligence). Every week, we process hundreds of thousands of pages of documents, saving our customers hours and hours of manual processing time, and helping them process medical claims much more quickly.  
 
We are searching for our first Vice President of Customer Delivery. This position involves leading a team that integrates human expertise into automated processes, ensuring the delivery of exceptional service to our clients. The role demands a unique blend of leadership, technical understanding, and operational excellence. The ideal candidate has experience scaling HITL teams, a medical, insurance or legal industry background and is a tenacious, curious, high performer.  
 
In this role, you will own the delivery of documents to our customers and scaling the operating team to support this goal. You will own all aspects of document quality, document turnaround time, HITL function, customer onboarding, capacity planning, and customer implementation. You will be the voice of the customer and the customer operations team as an integral part of the senior leadership team. You will be highly involved in the strategic direction of the organization, and work closely with the founders to shape the future of the business.  

Key Responsibilities: 

• Team Leadership and Development: Lead, coach, and develop a team of operations managers, supervisors, and medical documentation specialists.  
• Strategic Leadership: Ensure the effective and efficient running of all customer delivery operations. Monitor key performance indicators (KPIs) and implement strategies to improve productivity and quality. 
• Process Improvement: Continuously identify and implement process enhancements and automation opportunities. Collaborate with the technology team to integrate human intelligence seamlessly into automated workflows.  
• Customer Experience: Work closely with customers to understand their needs, communicate project progress, and ensure customer satisfaction. Act as a point of escalation for customer issues. 
• Quality Assurance: Ensure the highest standards of accuracy and quality in the team’s output. Develop and oversee quality control processes, SOPs and client integrations.  
• Cross-Functional Collaboration: Partner with other department leaders closely to align operations with overall business objectives. 
• P&L Management: Manage the operational budget, including resource allocation and cost control for your department
• Reporting and Analysis: Daily, weekly and monthly reporting at the senior leadership level, inclusive of presentations and analysis at the board level.  
• Innovation and Best Practices: Staying ahead of industry trends and best practices in HITL operations and AI.  

Qualifications: 

• Proven track record of growing a HITL, data entry, transcription, customer support or similar type of team.  
• Experience doing this exact work. You deeply understand how to scale and grow a large organization and the resources and people required to do so.  
• An analytical brain. You can look at the numbers, calculate the math, and make decisions quickly.  
• Startup or scaleup experience. We are growing over 3x year over year. You understand a fast-paced environment, you understand the scale needed to move at this pace and you are excited to execute against that.  
• Enterprise Implementation experience. You understand exactly how to implement a high value customer, including building out SOWs, SOPs and crisp implementation programs. 
• Team leadership and development. You have grown and supported leaders and individual contributors.  

What We Offer 

• The freedom to work Remote or Hybrid, but with a regular, reliable team structure and resources to make your professional environment comfortable  
• Modern employee benefits, including health and dental coverage 100% company paid  
• Competitive compensation, with valuable stock options, as we’re still a young company growing very quickly.  
• An opportunity to develop very rapidly in your career. We can offer you a super-immersive learning environment, and you thrive there you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose.  
• Access to a learning and professional development fund to help you level up your career while you’re working with us. We hope to be an incredible step up for your career if you decide to come and work with us.  
• Company events  
• Generous Paid Time Off  
• Paid Sick Days  
• Casual Dress code  
• Employee Referral Bonus  
• Tuition Assistance  
• Employee Referral Program  
• Plus many other Recognition Programs!  

 Join our team and be part of a company committed to making a positive impact on the InsurTech and HealthTech industries.

*Wisedocs AI is an equal opportunity employer and are committed to providing employment accommodation in accordance with AODA. If you require an accommodation, please notify us and we will work with you to meet your needs.

About the company

Wisedocs is on a mission to make it easy and accessible for any company in the insurance, legal and medical space to understand medical documents quickly using AI (Artificial Intelligence). Every week, we process hundreds of thousands of pages of documents, saving our customers hours and hours of manual processing time, and helping them process medical claims much more quickly.