Director of Customer Experience

We are currently focused on candidates with management and/or director level experience in the context of CALL CENTERS. If you do not have this experience, you will not be considered. Thank you

Job Summary: The Director of Customer Experience is a strategic leader of the revenue team responsible for crafting and implementing a best-in-class customer experience across all touchpoints. This role requires a visionary approach and strong execution skills, in order to drive patient satisfaction and ultimately, contribute to company growth. The Director of Customer Experience will oversee the day to day management of customer onboarding, success, and support functions.

Director of Customer Experience responsibilities and requirements include but are not limited to:

• Work with leadership to determine KPIs and how they will be measured; communicate KPIs and expectations to the teams.
• Track performance and analyze team performance metrics and regularly evaluate the metrics to identify trends and areas of opportunity across the department
• Provide monthly reporting to leadership on progress toward KPIs and initiatives to address the areas of opportunity
• Overseeing the evolution and execution of the agent Performance Improvement Plan to ensure all team members are held accountable for productivity and performance metrics
• Work with leadership to identify opportunities for career growth, recognition, and advancement for team members to grow within the Customer Experience organization.
• Manage and adjust team compensation and budgets with ROI calculations; Maintain bonus structure for over performance and propose adjusted team goals on a continuous basis to grow the business.
• Track and adjust headcount and staffing based on forecasts and rep productivity while considering PIP, PTO, and seasonality factors; Develop contingency plans and SLAs to account for changes in personnel
• Leverage real-time analytics for queue management, coordinating agents within queues to ensure optimal customer experience and productivity, utilizing supervisor staff and team leads
• Delegate tasks appropriately to Managers, Supervisors, and team leads and hold them accountable to rep performance metrics.
• Keep a consistent pulse on customer sentiment to address programming and customer communications as needed
• Develop improvements to workflow and processes in order to increase efficiency across CS teams
• Establish measures for call quality assurance, including benchmarks for successful calls, coaching requirements for supervisors and QA program to identify areas for improvement and training.
• Propose opportunities for improved resources, training, and scripting to increase the productivity and effectiveness of the customer-facing teams
• Coach and develop direct reports, including managers and supervisors of agents, to increase their their effectiveness as leaders
• Other duties as specified by VP of Sales/Owners to drive productivity and customer satisfaction

Background/Qualification requirements:

• Bachelor’s Degree or relevant work experience
• Minimum of 5+ years managing people; including managing managers, supervisors and individual contributors
• Minimum 5+ years experience in call center and customer service
• Excellent communication and interpersonal skills with the ability to work within all levels of an organization, internally and externally
• Critical thinking and problem solving skills, including the ability to adjust processes, staffing needs and make data driven decisions
• Proven success in developing programs and incentives to engage with customers and increase customer retention, upsell and adoption
• Computer Skills: Microsoft suite, Google suite, Salesforce, Telephony systems and the ability to learn new systems quickly

Reports to: VP of Sales

*While this is a remote opportunity, we are only able to hire candidates in one of the following states: FL, TX, PA, NC, GA, PR