Tooling Assessment at HeyJane
Gather data on customer support KPIs within HIPAA constraints.
Assessment and recommendations of compliant tools and processes.
Recommendation of current-state tools
Resulted in company updating processes to enable data & reporting of key metrics.
Conducted due diligence of additional HIPAA-friendly systems
Partnered with newly hired VP of Eng and Exec team to facilitate buy vs. build tradeoffs for internal Ops systems.
Trained Ops team on framework to prioritize & communicate Product needs
Directly & positively impacted the customer experience.