Director of Customer Service Excellence

Your Future Evolves Here Evolent collaborates with health plans and providers to enhance outcomes for individuals facing the most intricate and expensive health conditions. By bridging the gaps in the fragmented healthcare system, we ensure that everyone receives the same level of care and compassion we would provide to our loved ones. At Evolent, we support a work/life balance that allows you to tailor your work to your life, and we offer the autonomy necessary for you to succeed. We believe that our employees perform best when they feel supported in leading fulfilling lives and bringing their authentic selves to work. This belief is why diversity and inclusion are central to our mission. Join Evolent for the mission. Stay for the culture. What You'll Be Doing: As the Director of Customer Service Excellence, you will play a vital role within our customer organization, ensuring we deliver outstanding service to our clients. You will be a key liaison among cross-functional teams, representing the customer team on significant issues and initiatives. Key Responsibilities: Oversee customer feedback initiatives through surveys and tailored research. Lead internal discussions to foster alignment and accountability across teams regarding service-level agreements (SLA), product performance, and data oversight. Act as the primary contact for clients on key projects, focusing on solutions, streamlining processes, and ensuring timely execution. Coordinate all customer communications concerning key initiatives and any service delivery concerns. Create and implement a standardized 'issue resolution' playbook to ensure consistent problem definitions and solutions. Maintain SLAs through a centralized database, promoting best practices in monitoring and management. Oversee and manage the internal issue ticketing system to ensure timely resolution of customer issues. Required Experience: A minimum of 5 years in account management or client services within digital health, healthcare, or payer sectors. Prior experience managing a team of direct reports. Proven track record in enhancing client satisfaction, growth, and retention. Exceptional verbal, written, and presentation skills; able to effectively influence internal and external stakeholders. Strong analytical abilities to interpret data and effectively communicate findings. Experience working collaboratively across teams. Exemplary leadership and problem-solving skills; ability to build relationships with senior leaders and cross-functional teams. To ensure a secure hiring process, we have implemented several identity verification steps, including submission of a government-issued photo ID. Identity verification occurs during interviews, with final interviews possibly requiring in-person attendance. All candidates will undergo a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment. Use of artificial intelligence tools during interviews is prohibited and monitored, and any misrepresentation will result in immediate disqualification. Technical Requirements: All employees are required to have the following technical capabilities at home: high-speed internet of over 10 Mbps and the ability to directly connect to the home internet router. These requirements may change with the scheduled reopening of office locations. Evolent is an equal opportunity employer that considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access information on this website, please contact for further assistance. The expected salary range for this position is competitive and commensurate with experience. Additionally, this position is eligible for a performance-based bonus component. As part of our comprehensive benefits, Evolent offers health insurance and additional perks to qualifying employees. All compensation determinations are based on required skills and experience. If you don’t see the job that fits your aspirations, please share your contact details and resume with us, and we will reach out should a suitable opportunity arise!

Created: 2026-03-04