workable
Care Excellence Lead
Intellect
Remote, IND
Full-time
Senior · 4+ years experience
Remote
Discovered 3 weeks ago
FreshDeskZendesk
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
FreshDeskZendesk
Key Skills for This Role
FreshDeskZendesk
Full Job Posting
Ownership, SLAs & Performance Management
Own end-to-end performance of the Care Excellence team across SLAs, resolution quality, compliance, and user experience
Monitor team performance, productivity, QA outcomes, and SLA adherence
Proactively identify risks, trends, and gaps and drive corrective actions
Ensure consistency and reliability in service delivery, especially during peak loads or high-risk periods
Metrics, Insights & Reporting
Be the single owner for Care Excellence team metrics, dashboards, and insights
Translate operational data into clear, actionable narratives for roadmaps, decision-making, and escalations
Highlight key risks, trends, improvements, and trade-offs based on the insights
Partner with stakeholders to continuously improve metric definitions and reporting quality
High-Risk Deployments & Incident Management
Be directly involved in all critical deployments, launches, or operational changes impacting care excellence
Lead Root Cause Analyses (RCAs) for critical incidents, escalations, SLA breaches, or quality failures
Drive closure of RCA action items and ensure learnings are embedded into SOPs, training, and workflows
Strategic Projects & Care Model Development
Lead and contribute to strategic initiatives such as bridging operational and experience gaps with other teams
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Intellect
Clinical Psychologist / Counselor (Massachusetts, US)
, USA
EntryPart Time, Contract
Discovered 1 weeks agoView →
Clinical Psychologist / Counselor (Massachusetts, US)
, USA
EntryFull-time
Discovered 1 weeks agoView →
Clinical Psychologist (San Jose, CA, United States)
San Jose, USA
MidContract
Discovered 1 weeks agoView →
Clinical Psychologist / Counselor (Massachusetts, US)
Salem, USA
EntryContract
Discovered 1 weeks agoView →
Physical Fitness Trainer (Manchester, UK)
, GBR
Discovered 1 weeks agoContract
Clinical Psychologist - Therapist (Washington DC, USA)
, USA
Discovered 1 weeks agoContract
Clinical Psychologist / Counselor (Massachusetts, US)
, USA
Discovered 1 weeks agoPart Time, Contract
Clinical Psychologist / Counselor (Massachusetts, US)
, USA
Discovered 1 weeks agoContract
Clinical Provider (Washington DC, USA)
, USA
Discovered 1 weeks agoPart Time, Contract
Clinical Psychologist / Counselor (Massachusetts, US)
, USA
Discovered 1 weeks agoFull-time
Clinical Psychologist (San Jose, CA, United States)
San Jose, USA
Discovered 1 weeks agoContract
Clinical Psychologist / Counselor (Massachusetts, US)
Salem, USA
Discovered 1 weeks agoContract