Chief Customer Officer (CCO)

Job Description:

A chief customer officer (CCO) is the executive responsible for the total relationship with AWPRx’s customers. This position was developed to provide a single vision across all methods of customer contact. The CCO is responsible for influencing corporate activities of customer relations in the call centre, sales, marketing, user interface, finance (billing), fulfillment and post-sale support. The CCO reports to the chief executive officer. The CCO is the executive who provides the comprehensive and authoritative view of the customer and creates corporate and customer strategy at the highest levels of the company to maximize customer acquisition, retention, and profitability. A consistent customer experience across all methods of access is required by customers, who often choose to change vendors if they do not get the support they require to meet their expectations. Consistency and accessibility of the customer experience has become an essential component to winning competition for customers as companies realize the financial benefit of customer satisfaction as its proportionate relationship to loyalty and profitability.

:Job Duties & Essential Functions

• Oversees the development, implementation and continuous evaluation of the utilization and quality management metrics
• Leads organizational development activities that develop and foster strong working relationships among the members of the management team. Builds and promotes the culture of the plan to be consistent with the values established by the corporate office.
• Develops and implements key components of business strategy. 
• Recommends, develops, and aligns policies and procedures with company objectives.
• Provides problem analysis and problem resolution at both a strategic and functional level.
• Provides proactive approach and support to emerging business activities established to remain competitive in the marketplace.
• Recommends and leads improvement processes and initiatives.
• Performs other tasks as assigned.

Job Qualifications:

• Education: Bachelor’s Degree in Business Administration, Finance or a related field; Master’s Degree strongly preferred.
• Experience
  • Broad knowledge of the Workers Compensation industry and proven experience leading programs.
  • Comprehensive knowledge of delivery system operations, provider contracting, strategic planning and overall service delivery.
  • Powerful leadership skills with a vision and understanding of the future and subsequent changes required to meet business needs.
  • Sales background preferred with ability to motivate account teams.
  • Proven ability to affect change and meet business goals, monitor progress and take corrective actions when necessary.
• Supervisory experience: N/A
• Other competencies or skills:
  • An extremely organized, disciplined, hands-on and process-oriented leader who is not afraid of digging into details when necessary.
  • A “failure is not an option” mentality and demonstrated proactive management style.
  • Strong business acumen, intelligence, and capacity; thinks strategically and implement tactically.
  • Problem solves and approaches work from a “return on investment” perspective.
  • Ability to work in a matrixed reporting environment.
  • Ability to work in a high energy, fast paced, and data driven environment.
  • Highly flexible regarding schedules, priority shifts.
  • Ability to think creatively and out of the box.
  • Ability to remain calm under pressure.
  • Ability to retain confidentiality regarding privileged company information.
• Background Checks/Licensing Requirements: N/A