Team Lead, Client Services

Summary

Omada Health is on a mission to inspire and engage people in lifelong health, one step at a time.  

The Client Services team sits within the Customer Experience org and works together with many cross-functional partners (Sales, Customer Success Managers (CSMs), Marketing Operations, Client Analytics, and Engineering) to provide a seamless post-sales onboarding experience for our customers and participants.

Job overview

The Team Lead plays a pivotal role in ensuring the seamless delivery of post-sales onboarding activities, supporting a team of dedicated professionals, and driving operational excellence. This position requires an innovative thinker with exceptional leadership skills, a customer-centric mindset, and a proven track record in managing client relationships and operational workflows. 

Responsibilities

• Lead daily check-ins to manage queue, maintain SLAs and assist team with prioritization
• Recognize and investigate trends, KPIs, knowledge gaps, missed SLAs, and other opportunities for improvement
• Host monthly retro meetings, gathering examples from monthly QA of tickets, and coordinating documentation updates
• Manage projects, often collaborating cross-functionally, to streamline workflows, resolve escalations, enhance overall operational efficiency, and drive impactful long-term solutions
• Lead, motivate, and mentor a team of direct and indirect reports to ensure high performance, engagement, and career development
• Foster a healthy, motivating, and collaborative team culture

Support the Client Services Manager in conducting regular performance reviews, set clear goals, and provide constructive feedback to team members

• Build and maintain strong relationships with key cross-functional partners to understand their needs, expectations, and challenges

Core Competencies

• High business acumen and operational understanding of business functions
• Time management skills to handle a wide array of priorities and timelines while maintaining sharp attention to detail
• Skilled in proactively finding opportunities for process improvement,  identifying complex issues and evaluating potential solutions
• Self-motivated and flexible in order to adapt to changing priorities in a fast-paced environment
• Passionate in motivating others and fostering a collaborative and positive team culture

Benefits

• Competitive salary with generous annual cash bonus
• Equity grants
• Remote first work from home culture
• Flexible Time Off to help you rest, recharge, and connect with loved ones
• Generous parental leave
• Health, dental, and vision insurance (and above market employer contributions)
• 401k retirement savings plan
• Lifestyle Spending Account (LSA)
• Mental Health Support Solutions
• ...and more!

Omada’s Values

• Start with Trust. We listen closely and we operate with kindness. We provide respectful and candid feedback to each other.
• Seek Context. We ask to understand and we build connections. We do our research up front to move faster down the road.
• Act Boldly. We innovate daily to solve problems, improve processes, and find new opportunities for our members and customers.
• Deliver Results. We reward impact above output. We set a high bar, we’re not afraid to fail, and we take pride in our work.
• Succeed Together. We prioritize Omada’s progress above team or individual. We have fun as we get stuff done, and we celebrate together. 
• Remember Why We’re Here. We push through the challenges of changing health care because we know the destination is worth it.

About Omada Health: Omada Health is a between-visit healthcare provider that addresses lifestyle and behavior change elements for individuals managing chronic conditions. Omada’s multi-condition platform treats diabetes, hypertension, prediabetes, musculoskeletal, and GLP-1 management. With insights from connected devices and AI-supported tools, Omada care teams deliver care that is rooted in evidence and unique to every member, unlocking results at scale. With more than a decade of experience and data, and 29 peer-reviewed publications showcasing clinical and economic proof points, Omada’s approach is designed to improve health outcomes and contain costs. Our customers include health plans, pharmacy benefit managers, health systems, and employers ranging from small businesses to Fortune 500s. At Omada, we aim to inspire and empower people to make lasting health changes on their own terms. For more information, visit: https://www.omadahealth.com/

Omada is thrilled to share that we’ve been certified as a Great Place to Work! Please click here for more information.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Omada is proud to be an equal opportunity workplace and affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.

Below is a summary of compensation ranges for this role in the following geographies:

California, New York State and Washington State Ranges: $109,664 - $137,100, Colorado Compensation Ranges: $104,896 - $131,100.

Range is indicative of On Target Earnings (OTE) and includes both base pay and commission at 100% achievement of established targets. Base salary is approximately 75% - 80% of total compensation range. This role is also eligible for equity grants. The actual offer, including the compensation package, is determined based on multiple factors, such as the candidate's skills and experience, and other business considerations.Please click here for more information on our Candidate Privacy Notice.