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Servicing Call Center Project Lead
Cedar
Customer Service
United States
USD 106,250-125k / year + Equity
Posted on Sep 16, 2025
Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S.
Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience.
The Role
We are redefining service excellence in the call center space by ensuring seamless implementations that align with client requirements, operational goals, and compliance standards. As a Servicing Call Center Implementation Lead, you will be responsible for guiding new clients and process implementations from design through go-live. You will work closely with clients, vendors, and cross-functional teams to translate requirements into effective servicing solutions, ensuring that call center operations are set up for success from day one.
Our ideal candidate is a detail-oriented problem solver and relationship-builder who thrives in dynamic, fast-paced environments and can balance strategic thinking with operational execution.
Responsibilities
Implementation Leadership
Lead end-to-end implementation efforts for new client engagements and process rollouts.
Gather requirements, design workflows, coordinate testing, and oversee launch activities.
Ensure compliance with security protocols, SLA commitments, and industry regulations.
Cross-Functional Collaboration
Serve as the primary liaison between Servicing & Operations, IT, Training, and Vendor Management.
Partner with clients to ensure expectations are aligned and timelines are met.
Coordinate with training and QA teams to ensure operational readiness.
Operational Excellence
Develop and maintain standard operating procedures (SOPs) and implementation playbooks.
Track call volume forecasts, SLA adherence, and quality metrics during pilots and post-implementation.
Proactively identify risks, issues, and dependencies, escalating to leadership as needed.
Continuous Improvement
Capture lessons learned to enhance implementation frameworks and process efficiencies.
Recommend improvements based on client feedback, call data, and vendor performance.
Contribute to strategic initiatives that strengthen servicing performance and scalability.
Required Skills & Experience
5+ years of experience in call center operations, client servicing, or vendor management, with 2+ years in implementation or project leadership.
Strong understanding of call center workflows (inbound, outbound, escalation, QA, FCR).
Experience with telephony, CRM, and servicing platforms (e.g., NICE inContact, Twilio, Salesforce).
Healthcare or revenue cycle management experience. (Epic or EMR)
Familiarity with compliance requirements (PCI, HIPAA, SOC).
Demonstrated ability to lead cross-functional initiatives and manage vendor/client relationships.
Excellent communication, documentation, and stakeholder management skills.
Strong organizational skills with proven ability to manage multiple priorities.
Preferred:
Project management certification (PMP, CAPM, or equivalent).
Compensation Range and Benefits
- Salary Range* in CA, NY, NJ, CT, WA: $106,250 - $125,000
- Salary Range* NOT in CA, NY, NJ, CT, WA: $95,600 - $112,500
- This role is equity eligible
- This role offers a competitive benefits and wellness package
*Subject to location, experience, and education
#LI-REMOTE
What do we offer to the ideal candidate?
- A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year
- Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
- For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
- 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
- Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians)
- Competitive pay, equity (for qualifying roles), and health benefits, including fertility & adoption assistance, that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month)
- Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation
- Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally
About us
Cedar was co-founded by Florian Otto and Arel Lidow in 2016 after a negative medical billing experience inspired them to help improve our healthcare system. With a commitment to solving billing and patient experience issues, Cedar has become a leading healthcare technology company fueled by remarkable growth. "Over the past several years, we've raised more than $350 million in funding & have the active support of Thrive and Andreessen Horowitz (a16z).
As of November 2024, Cedar is engaging with 26 million patients annually and is on target to process $3.5 billion in patient payments annually. Cedar partners with more than 55 leading healthcare providers and payers including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health and Providence.