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CX Service Delivery Manager

4 months ago

San Diego, United States Futurhealth Full time
Job DescriptionJob Description

At FuturHealth, we're on a mission to create a product where every individual feels inspired and empowered to confidently take charge of their wellbeing. We believe in and are dedicated to offering personalized and holistic approaches to combat health concerns.

Operating at the intersection of health and technology, we provide a comprehensive range of services, including telemedicine, personalized nutrition plans, medication delivery, and insurance solutions. We believe that wellbeing is deeply personal, and the path to becoming the best version of yourself is paved with progress, not perfection. Our central focus is on utilizing scientifically-proven prescriptions and telehealth initiatives to tackle obesity head-on.

The Customer Experience Service Delivery Manager, reporting to the Director of CX, will oversee the end-to-end delivery of customer engagement services, ensuring that all customer interactions are seamless, efficient, and foster long-term loyalty. This role involves managing a team of Tier 3 escalation specialists, developing and implementing service strategies, and collaborating with various departments to drive continuous improvement in customer satisfaction. Additionally, managing a team of over 100 handling core services and expanding to cover other experiences such as proactive education, conversion and health administration.

What you will do:

  • Leadership and Team Management: Lead, mentor, and develop a team of CX escalation and support professionals. Foster a positive and collaborative team environment. Set performance goals and conduct regular performance reviews.
  • Service Delivery: Ensure the efficient and effective delivery of customer experience services. Develop and implement service delivery strategies that align with company goals. Monitor and analyze service delivery metrics to identify areas for improvement.
  • Customer Engagement & Conversion: Building engagement teams focused on sales conversion and developing initiatives to proactively help customers with their next best action
  • Data Driven Planning and Decision Making: Leverage data to surface areas of opportunity to improve customer lifetime value and improved operations on an individual and team level. Design delivery solutions that are measurable and drive improved KPIs
  • Social Media & Reputation: Oversee the monitoring and management of FuturHealth's presence on social media platforms & other reputation forums. Respond to customer inquiries and feedback on social media in a timely and professional manner.
  • Bug Reporting & Resolution: Coordinate with the CX support operations team to report and track customer-reported bugs and issues. Ensure that customer-reported issues are documented accurately and prioritized appropriately. Analyze bug reports to identify trends and areas for improvement in product quality.
  • Customer Satisfaction: Drive initiatives to improve customer satisfaction and loyalty. Handle escalated customer issues and ensure timely resolution.Gather and analyze customer feedback to inform service improvements.
  • Process Improvement: Identify and implement process improvements to enhance service delivery. Collaborate with cross-functional teams to streamline workflows and eliminate bottlenecks. Utilize data and analytics to drive decision-making and improve service outcomes.
  • BPO Relationship: Oversee engagement with FuturHealth's business process outsourcing (BPO) partners. Ensure BPO partners meet performance and quality standards as well as service level agreements (SLAs)

It's a perfect match if you have:

  • 4+ years experience in leading and developing teams within customer experience, go to market, professional services or operations.
  • 4+ years experience working with business process outsourcing (BPO) vendors.
  • Proven track record of mentoring team members and setting clear performance goals, ideally in a Healthcare customer service or related field.
  • Proficiency in monitoring and analyzing service delivery metrics to identify areas for improvement, with a strong analytical background and experience using data analysis tools.
  • Experience in analyzing customer behavior and market trends to identify opportunities for improving conversion rates.
  • Experience in managing corporate reputation, with a minimum of 2 years experience in social media management, social based customer service and/or engagement with BBB or other rating agencies.

Nice to have:

  • Experience in early stage, high growth startups is a plus.
  • Experience building sales conversion or proactive engagement teams is a plus.

Additional Company Info

Founded by a team with a proven track record of delivering exceptional experiences to over 25 million consumers, they began by revolutionizing personalized nutrition through an intuitive mobile app that adapts meal plans to individual metabolisms and preferences. With seamless integrations with food services and a thriving community of like-minded individuals, the formation of FuturHealth began to further empower people on their health journey.

Securing Series Seed Funding in December 2023, FuturHealth is backed by Corazon Capital, Oversubscribed Ventures, and InterAlpen Partners and already achieved unprecedented revenue growth of 600% from Q4 2023 to Q1 2024; we are also proud to be maintaining this impressive momentum. We are currently seeking visionary people to join us in our journey to revolutionize healthcare and empower individuals to lead healthier lives. If you are passionate about making a meaningful impact and driving innovation in the health and wellness and technology space, we invite you to explore opportunities and be a part of the future of healthcare.

What we can offer:

  • A comprehensive and generous total rewards package
  • Health and Dental Insurance coverage
  • Fully remote work policy
  • Unlimited Paid time offAuthentic startup exposure
  • Enabling direct impact on our expanding venture
  • Embrace a culture valuing autonomy and accountability, where success is result-driven

Note: Benefits and compensation listed may vary based on the country of your employment and the nature of your employment with Futurhealth.