Customer Services Operations Lead

Partner Services Rockville, Maryland


Qualifacts and Credible, two leading providers of Electronic Health Records (EHR) and related technology to behavioral health and human services agencies, merged in August 2020. The new entity combines and brings to market the decades of experience each company achieved individually and is laser-focused on helping agency partners improve clinical outcomes, enhance operations, and create healthier communities. The company is offering, enhancing, and fully supporting both EHR platforms – CareLogic and Credible – while collaborating to build an even brighter future for partner agencies and their clients.

If you are interested in combining a mission driven position with a dynamic, results oriented culture, please apply today!

Summary of the Customer Services Operations Lead

The Customer Services Operations Lead is focused on developing the business operations, data utilization, and process improvement for the Customer Success and Services teams including, but not limited, to the customer implementation, support, success and learning and development services departments. The ideal candidate has experience in a high-growth technology company driving business process Improvements, implementing procedure efficiency strategies and metric driven performance analysis and dashboards throughout multiple teams. This role requires cross-team collaboration and will report to the Vice President of Partner Support.

Responsibilities of the Customer Services Operations Lead

  • Assist with the planning, organizing and implementation of standard operational workflows and tools
  • Provide metric driven reporting for executive dashboards
  • Define universal methodologies for project management, statements of work, time tracking, resource planning and risk management methods
  • Analyze business operations and report outcomes
  • Communicate expectations for cross-departmental operations, processes, procedures, and requirements
  • Proactively identify and implement data improvements, enhancements, and system customizations that meet business requirements
  • Assess operational issues, and develop resolutions to meet productivity, quality, and client satisfaction goals and objectives.
  • Drive and coordinate effective data delivery as well as issue resolution across multiple teams
  • Collaborate with both internal and external teams to facilitate seamless client and employee experiences
  • Foster a high-energy, client-centric operation based on accountability and engagement

Qualifications of the Customer Services Operations Lead

  • Bachelor’s degree or equivalent work experience
  • At least 5 years of experience in operational analysis, project management and/or process delivery
  • Skilled at business analysis with quantitative, analytical and organizational skills
  • Assess operational issues, and develop resolutions to meet productivity, quality, and client satisfaction goals and objectives

Knowledge, Skills, and Abilities of the Services Operations Lead

  • Experience designing, implementing, and managing business operations
  • Ability to analyze financial data and prepare operations budgets


Qualifacts+Credible is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.