Responsibilities:
- Own issue intake across all four stakeholder channels, making sure nothing falls through the cracks and every problem is in the right hands.
- Own escalations on complex or high-impact issues, keeping internal stakeholders informed and expectations grounded throughout.
- Track and report on what matters — SLA adherence, resolution time, escalation and reopen rates.
Requirements:
- 6–8 years of experience in client support, operations, or service delivery, with at least 2–3 years leading a team.
- Strong data fluency. You analyze issue patterns and resolution metrics to identify what’s actually going wrong.
- Healthcare industry experience, with familiarity across payer, employer, or digital health environments.
Benefits:
- Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
- Hybrid work, in office meals, and work together days
- 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
Maven Clinic
Maven Clinic is the world's largest virtual clinic for women and families, aiming to make healthcare work for everyone. They provide clinical, emotional, and financial support through a digital platform, trusted by over 2,000 employers and health plans, and they have an award-winning culture.