Sr. Manager of Customer Experience

3 weeks ago

San Francisco, California, United States Eko Full time

At Eko, we're dedicated to providing healthcare professionals with industry leading digital tools to hear and understand their patients' hearts and lungs. With our platform, clinicians can detect cardiopulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible.

With over $165M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 500,000 clinicians across 4,000 U.S. hospitals. We've built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to Work. Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care.

Eko is hiring a Sr. Manager of Customer Experience to further expand and automate our customer support capabilities. The Sr. Manager of Customer Experience will lead a team to ensure that all Eko's hardware and software customers are delighted and highly-satisfied while using our consumer products.

The Sr. Manager will build processes and tools that allow our CX team to scale-up and support customers across the world. They will use data to identify opportunities for improvement and drive initiatives to implement these ideas.

This person must be an expert in implementing next-generation CX tools as well as a team leader who motivates agents to consistently achieve meaningful metrics. This person must also work well across functional areas (especially Quality, Product, and Sustaining Engineering) to ensure customer feedback is used to drive continuous improvement. Finally, this person must be an owner, building processes from the ground-up and assuming responsibility for achieving expectations and results.

As a Sr. Manager of Customer Experience at Eko, You Will:

  • Develop automated processes to scale-up CX support across the globe
  • Identify strategies to help agents drive and improve metrics related to response time and product satisfaction
  • Motivate and inspire your team to ensure customers have the best experience
  • Strategize with other team leads to ensure customer feedback and support processes are used as input and developed holistically
  • Oversee the development of a continuous stream of data to analyze, measure, and evaluate customer behaviors and sentiments and develop and implement a roadmap of customer experience goals

As a Sr. Manager of Customer Experience at Eko, You Have:

  • 5-10 years of managing high-performing CX teams, with substantial experience in a health tech company preferred
  • Experience working with off-shore resources and implementing automation to scale-up operations efficiently
  • Experience with cross-functional considerations and requirements for customer feedback and satisfaction
  • An understanding of hardware and software products that are used independently and in conjunction with one another.
  • Comfort working during EST and PST time zones

Benefits and Perks We Offer:

  • Eko was recognized by "Great Place to Work" in 2020 and 2021
  • Paid-time off
  • Medical/Dental/Vision, Disability + Life Insurance
  • One Medical membership
  • Paid Parental Leave
  • 401k Matching
  • Company sponsored Commuter Benefit Programs
  • Employee Assistance Programs
  • Remote Work Allowance
  • Flexible schedules
  • Wellness perks (Wellhub (FKA GymPass), Carrott, Rightway, OneMedical, Fetch, SmartSpend, SoFi)
  • Learning and Development stipend

Eko is elevating the way clinicians detect and monitor cardiac and respiratory disease by bringing together advanced sensors, patient and provider software, and AI-powered analysis. Its FDA cleared platform is used by tens of thousands of clinicians treating millions of patients around the world, in-person, and through telehealth. The company is headquartered in Oakland, California and privately-held, with investments from ARTIS Ventures, NTT Venture Capital, DigiTx Ventures, Mayo Clinic, Sutter Health and others.

Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We celebrate diversity and are committed to building a diverse and inclusive team.

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