Evolent · 4 days ago
Managing Director, Service Excellence
United States
Full-time
Remote
Director/ExecutiveEvolent partners with health plans and providers to improve outcomes for individuals with complex health conditions. The Managing Director of Service Excellence will lead a team focused on driving delivery excellence and transformation, ensuring a customer-first mindset across the organization.
Health CareHospitalInformation Technology
Responsibilities
Drives prioritization and escalation of initiatives with customer impact via various forums and cross-functional roadmaps
Executes on the issue response governance playbook & downstream communication to the customer organization and our customers directly
Manages and oversees of all Voice of Customer activities, including NPS survey, implementation survey, and customer QA calls
Key leader in collating information and data to support communicating voice of customer insights to internal stakeholders including reporting out on client NPS feedback, themes, and service excellence work
Drives transformation of customer org process improvements and initiatives as identified by the voice of customer surveys
Manages and refines JOC playbooks and timesaver templates, supporting content development and ad hoc customer meetings as needed
Oversees all customer data hub activities, including account product roster, customer health dashboard, external reporting database
Qualification
Required
Experience in leading teams focused on driving delivery excellence and transformation
Ability to work cross-functionally to foster a 'customer first' mindset
Experience in managing and overseeing Voice of Customer activities, including NPS surveys and customer QA calls
Ability to collate information and data to communicate voice of customer insights to internal stakeholders
Experience in driving transformation of customer organization process improvements
Ability to manage and refine playbooks and templates for customer meetings
Experience overseeing customer data hub activities, including account product roster and customer health dashboard
High speed internet over 10 Mbps at home
Ability to plug in directly to the home internet router for call center employees
Benefits
Comprehensive benefits (including health insurance benefits)
Company
Evolent
Evolent partners with health plans and providers to achieve better outcomes for people with complex health conditions.
Founded in 2011
1001-5000 employees
H1B Sponsorship
Evolent has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (16)
2023 (22)
2022 (15)
2021 (17)
2020 (20)
Funding
Current Stage
Public CompanyTotal Funding
$1.17BKey Investors
TPG Growth
2025-08-19Post Ipo Debt· $145M
2023-12-05Post Ipo Debt· $350M
2022-08-11Post Ipo Equity· $125M
Leadership Team
Sarah Alexander
Vice President, Strategic Accounts
Recent News
2026-01-06
2026-01-03
2025-12-22
Company data provided by crunchbase