Vice President, Customer Success & Operations – Remote/High Paying

At SonderMind, we know that therapy works. SonderMind provides accessible, personalized mental health care that produces high-quality outcomes for individuals. SonderMind’s individualized approach to care starts with using innovative technology to help people not just find a therapist, but find the right, in-network therapist for them.

How you’ll make an impact 
As the Vice President of Customer Success & Operations at SonderMind, you will play a pivotal role in driving operational excellence and elevating the customer experience to new heights. You will establish and maintain a high level of process discipline, ensuring the seamless onboarding of providers, optimizing credentialing operations, and fostering provider success through innovative programs.

By spearheading strategic prioritization and adapting swiftly to changing market conditions, you will guide large cross-functional teams to achieve extraordinary results. With your analytical acumen, you will continuously analyze data to identify areas for improvement, leading to substantial productivity gains and enhanced customer support metrics. Your exceptional leadership will be vital in nurturing and developing talent within the organization, fostering a culture of accountability and growth.

As the ideal candidate, your passion for operational efficiency and commitment to delivering exceptional customer service will drive SonderMind’s success, making a tangible impact on the lives of clients and providers alike.

What you’ll do  
In this role, you will be responsible for overseeing a portfolio of operational functions core to the success of SonderMind. Your key areas of accountability will include:

Provider Onboarding & Success: Ensure smooth and efficient onboarding of providers to the platform and ultimately success in working with SonderMind.
Customer Care: Enhance customer support experiences for clients and providers, including phone intake and support services.
Credentialing Operations: Streamline and optimize the credentialing process for providers.

Key Competencies   
Strategic Prioritization: Your ability to discern and focus on the most essential initiatives will be essential for our success, as there are numerous vital tasks to handle simultaneously.
Adaptability and Flexibility: With the business environment constantly evolving, your capacity to anticipate and swiftly respond to changing conditions and market trends will be invaluable.
Analytical Acumen: Analytical Acumen: Your strong analytical skills and keen intelligence will enable you to delve into complex data, derive valuable insights, and make well-informed decisions.
Cross-functional Leadership: Effectively organizing and influencing teams from various functions will be central to driving alignment and achieving collective goals.
Attention to Detail and Curiosity: Your meticulousness and inquisitive mindset will help identify areas for improvement and discover innovative solutions to enhance our operations.
Executive Collaboration:  Your ability to collaborate effectively with the C-suite and other high-level stakeholders will be crucial for aligning objectives and making informed strategic choices.
Positive Problem Solving:  Embracing a super-positive and can-do attitude, you will instill a culture of optimism and resourcefulness, encouraging the team to tackle challenges with determination and resilience.
Talent Development and Accountability: Nurturing the growth of talent within the organization and fostering a culture of accountability will contribute to building a high-performing and motivated workforce.

What you’ll bring with you
Required Experience
12+ years of professional experience; with previous experience in the healthcare industry
Experience in leading non-exempt teammates
Large team management experience
Managing large systems implementations and/or leading ongoing improvements/enhancements
Preferred Experience
Behavioral health experience
Master’s degree (MHA, MBA, or MPH)
Experience guiding product decisions and ensuring alignment with business goals

What we value
Curious: Seek to understand and pull the thread
Courageous: Takes action, even when uncomfortable
Lightful: Assume positive intent in others
Authentic: Say what you mean, mean what you say, act accordingly
Bucketworthy: Don’t let your bucket leak

Our Benefits 

The anticipated salary range for this role is $187,500- $225,000. This role is eligible to participate in our equity incentive and variable bonus plan.  Actual title and compensation is commensurate with qualifications and experience.

As a leader in redesigning behavioral health we are walking the walk with our employee benefits package. We focus on meeting SonderMinders wherever they are and supporting them in all facets of their life with both mental and physical aspects in mind.

Our benefits include:

Medical, Dental, and Vision coverage effective on your first day with plans to meet your needs including HSA and FSA options.
Therapy coverage benefits to enable our employees to get the care they need
A flexible PTO policy, 12 company paid holidays {exempt}
18 day PTO increasing based on years of service, 12 company paid holidays {non exempt}
Employer-paid disability & AD&D to cover life’s unexpected – not only that, we cover the difference in salary for up to eight weeks of short-term disability leave
Eight weeks of paid parental leave
Competitive market salary, up-to 4% salary company match on 401K
Pet insurance through ASPCA

Mental wellness impacts people of every community. At SonderMind, building and supporting a diverse workforce is foundational to our goal to redesign behavioral healthcare to be more approachable and accessible. SonderMind is a committed equal opportunity employer and provides a workplace that will not tolerate discrimination or harassment on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.