VP of Client Experience and Operational Excellence

**Job Title:** VP of Client Experience and Operational Excellence **Reports to:** CEO **Supervises:** Strategics Projects Coordinator and Director of Medipay Client Experience **Position Summary** The **VP of Client Experience & Operational Excellence** is responsible for leading the systems, workflows, reporting, and cross-functional operations that support Myriad’s client lifecycle, marketing funnel, onboarding performance, product adoption, service delivery, and retention. This role oversees CRM structure, marketing operations, lead-routing workflows, onboarding queues, ticketing systems, internal automations, AI enablement, reporting integrity, and Service Package visibility. The VP works closely with the CEO, Marketing, Finance, Sales, Client Experience, Account Services, Technology, Engineering, and outside contractors to ensure Myriad’s systems and client-facing processes operate as a unified, measurable, and scalable ecosystem. **Key Performance Areas & Key Performance Indicators:** **Marketing Systems, Funnel Operations & Project Management: (20%)** - Collaborate with Marketing to oversee current marketing projects and build scalable marketing operations infrastructure. - Oversee online sales funnel workflows, marketing automations, lead-routing rules, inbound lead handling, caller integration, rep integration, referral partner integration, campaign tracking, Monday.com workflows, and related system integrations. - Create structure around open projects by defining ownership, clarifying deadlines, coordinating cross-functional execution, removing blockers, and ensuring projects do not stall due to lack of visibility or accountability. - Ensure Marketing has the systems, workflows, CRM structure, automation, project tracking, reporting, and operational discipline needed to scale. - Monthly project review completed with Marketing and executive leadership, including completed projects, overdue items, blockers, funnel issues, and next-priority recommendations. - Marketing funnel reporting must show lead source, campaign source, owner, sales channel, follow-up status, appointment status, conversion outcome, and revenue outcome where applicable. **CRM, Systems, AI, Automation & Internal Operations: (20%)** - Own internal system integrity and CRM scalability, including Monday.com architecture, board logic, automations, fields, reporting dependencies, lead routing, client lifecycle stages, billing coordination fields, onboarding queues, partner attribution, sales credit logic, marketing workflows, and operational handoffs. - Run the CRM Team, including Scott Morlan’s reporting line, and ensure CRM work is prioritized based on business impact, revenue impact, client impact, and operational risk. - Oversee AI and automation implementation and maintenance across internal systems, including operational automations, marketing automations, CRM automations, service workflows, reporting automations, client lifecycle automations, and internal knowledge enablement. - Collaborate with Enis and Technology leadership to build internal automation and AI enablement for app review, sales channels, client experience, account services, marketing, and other operational workflows. - Oversee API and integration projects across internal systems and ensure approved automation projects are tied to measurable business outcomes such as faster turnaround, fewer errors, better reporting, lower manual workload, better client experience, or improved product adoption. - Ensure weekly CRM Team sprint visibility is maintained, including active priorities, blockers, deadlines, and completed work. - Maintain an active roadmap of AI, automation, API, and integration projects. **Client Experience, Product Adoption & Myriad Ecosystem Performance: (15%)** - Oversee the client experience across Myriad’s internal ecosystem products, including but not limited to Myriad Health, MediPay, Built-in-Biller, AI tools, eligibility workflows, check-in tools, payment workflow…