We Breathe Life Into Data
At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease.
As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.
The Opportunity at Komodo Health
As the Director, Managed Services, you will be pivotal in ensuring Komodo Health's products, data, and platforms deliver sustained value and exceptional experiences for our customers. You will drive customer usage, satisfaction, and retention by operationalizing a best-in-class managed services delivery model. This is an exciting opportunity to lead a critical function that directly contributes to our mission of reducing the burden of disease through impactful and consistent customer engagement.
The Director, Managed Services will own the strategic development and operational excellence of Komodo Health's managed services offerings. This role is responsible for establishing a proactive and reliable delivery model that maximizes customer product adoption, satisfaction, and long-term retention, continuously seeking to optimize workflows, including through the integration of AI tools.
Looking back on your first 12 months at Komodo Health, you will have accomplished…
- Successfully operationalized the managed services delivery model, establishing clear processes and performance metrics to ensure consistent, high-quality customer engagement.
- Implemented strategies that demonstrably increased customer usage and satisfaction with Komodo Health's products and platforms across key accounts.
- Developed and executed proactive customer engagement plans, contributing directly to improved customer retention rates.
- Integrated AI tools and automation into managed services workflows, leading to measurable improvements in delivery efficiency and effectiveness.
- Built and mentored a high-performing managed services team, fostering a culture of continuous improvement and customer-centricity.
These are the essential job duties you will be responsible for…
- Define, implement, and continuously refine the operational framework for Komodo Health's managed services offerings to ensure scalable and reliable delivery.
- Lead the managed services team to drive customer product usage, satisfaction, and retention through proactive engagement and support.
- Establish and monitor key performance indicators (KPIs) for managed services, ensuring consistent achievement of service level agreements (SLAs) and customer outcomes.
- Collaborate closely with Product, Engineering, Sales, and Account Management teams to align managed services offerings with product roadmaps and customer needs.
- Identify opportunities to enhance the customer experience by incorporating automation and AI tools into service delivery workflows.
- Serve as a senior point of contact for strategic customer relationships, resolving complex issues and advocating for customer success.
- Develop and implement training programs for the managed services team, fostering continuous skill development and adherence to best practices.
What you bring to Komodo Health (required):
- Proven experience in leading and operationalizing managed services functions for technology products, ideally including AI products, and within the healthcare or life sciences domain.
- Demonstrated ability to drive customer usage, satisfaction, and retention through strategic planning and effective execution.
- Strong understanding of customer lifecycle management and best practices for building proactive and reliable service delivery models.
- Experience in identifying and implementing process improvements and automation, including the integration of AI tools into operational workflows.
- Exceptional leadership and team-building skills, with a track record of coaching and developing high-performing teams.
- Advanced communication, negotiation, and interpersonal skills, with the ability to manage high-profile customer relationships and present to executive-level stakeholders.
- A client-centric mindset with a deep understanding of customer needs and the ability to translate them into actionable service solutions.
Expectations of AI Use in this role (required):
- Leverage GenAI tools to analyze customer feedback and usage data, identifying patterns and areas for proactive service intervention or product enhancement.
- Utilize AI-powered automation to streamline triage of requests, addressing routine requests and customer communications, freeing up team capacity for strategic initiatives.
- Employ AI for predictive analytics to anticipate potential customer issues or churn risks, enabling the team to implement preventive measures.
Additional skills and experience we’d prioritize (nice to have)…
- Experience with healthcare data (HCP, provider, payer, patient-level data) and its application in managed services.
- Familiarity with various customer relationship management (CRM) and service desk platforms.
- A background in consulting or professional services delivery for enterprise software solutions and AI tools.
#LI-Remote
The pay range for each job posting reflects a minimum and maximum range of annual base pay that we reasonably expect to pay for this position within the US. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands.
The starting annual base pay for this role is listed below. This position is also eligible for commissions in accordance with a written agreement or plan. This role may also be eligible for equity awards. In addition, this role is eligible for benefits including, but not limited to, comprehensive health, dental, and vision insurance; flexible time off and holidays; 401(k) with company match; disability insurance and life insurance; and leaves of absence in accordance with applicable state and local laws and regulations and company policy.
Komodo's AI Standard
At Komodo, we're not just witnessing the AI revolution – we're leading it. This is a pivotal moment in time, where being first to market with AI transforms industries and sets the bar. We've already established industry leadership in leveraging AI to revolutionize healthcare, and we expect every team member to contribute. AI here isn't optional; it's foundational. We expect you to integrate AI into your daily work – from summarizing documents to automating workflows and uncovering insights. This isn't just about efficiency; it's about making every moment more meaningful, building on trust in AI, and driving our collective success.
Join us in shaping the future of healthcare intelligence.
Where You’ll Work
Komodo Health has a hybrid work model; we recognize the power of choice and importance of flexibility for the well-being of both our company and our individual Dragons. Roles may be completely remote based anywhere in the country listed, remote but based in a specific region, or local (commuting distance) to one of our hubs in San Francisco, New York City, or Chicago with remote work options.
What We Offer
Positions may be eligible for company benefits in accordance with Company policy. We offer a competitive total rewards package including medical, dental and vision coverage along with a broad range of supplemental benefits including 401k Retirement Plan, prepaid legal assistance, and more. We also offer paid time off for vacation, sickness, holiday, and bereavement. We are pleased to be able to provide 100% company-paid life insurance and long-term disability insurance. This information is intended to be a general overview and may be modified by the Company due to business-related factors.
Equal Opportunity Statement
Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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