Customer Delivery Experience Lead

**Customer Delivery Experience Lead**

at Capsule New York, NY Capsule is rebuilding the $425 billion pharmacy industry from the inside out with an emotionally resonant experience and technology that enables customized outcomes for patients, doctors, hospitals, insurers, and manufacturers. We are laser focused on creating the best healthcare experience for our customers and driving meaningful value and better outcomes for every participant in the healthcare system. Capsule has raised over from the best healthcare and technology investors in the world to pursue our mission of building a pharmacy that works for everyone. Our values are: and . People succeed in our culture when they are intensely focused on our customers, are energized by accomplishing ambitious goals, and push themselves and their teammates to be better. We work hard to teach and share our successes to help one another be successful. We anticipate our teammates needs and communicate early and often, using the input of our peers to operate both fast and right. We have tremendous ambitions and a lot of fun pursuing them if that excites you, wed love to have you join us.

**About the Role:**

As a Customer Delivery Experience Lead, you will partner with our pharmacy operations, logistics, and other teams to ensure a frictionless and delightful delivery experience for our customers. You will be the primary point of contact between Logistics, Pharmacy Experience , and Pharmacy Operations teams across the nation while orders are in transit.

Triage delivery related issues and resolutions, customer inquiries, and information updates.Be a subject matter expert in final mile logistics and customer support.Assist logistics teams in new markets as they scale in management of order volume and geographic territory.Test and support the development and implementation of new logistics protocols and procedures.Manage all communication with internal teams (Pharmacy Experience and Operations) and external stakeholders to ensure a seamless delivery experience .

**About You:**

You take pride in enabling the best work of others on the team. You think ahead to anticipate the needs of your teammates and you give and get all the facts making it easy for others to make decisions.You drive results in a way that makes everyone better. You accomplish ambitious objectives while uplifting the team around you. You're a magnet for team members looking to get better and be successful.You work hard and want to have fun while you do so. You celebrate wins and remember to enjoy the journey as we build something iconic.You can work both fast and right and don't view them as trade-offs. You understand when things require precision and accuracy and where 80% gets you to the desired outcome.You thrive on being pushed and challenged. You communicate effectively both in written form and live / on your feet - you are not fazed by tough questions in the moment. You strike the right balance of putting enough work in to share something, but not going off into a corner for weeks at a time to polish something to perfection.You operate like an owner & expect others to as well. You take personal responsibility and value personal responsibility in others. You check your ego at the door. You are interested in finding the right answer vs. always having the right answer. Facilitate our delivery experience by proactively monitoring and supporting processes to meet Capsules specifications and commitment to excellence.

* Support the team with any customer escalations that need special resolution

* Monitor all metrics and queues to keep resolution times within SLA, and provide the best customer experience

* Ensure excellent customer service by proactively monitoring on time delivery , coordinating rescheduled orders along with the Dispatch team

* You thrive on being pushed and challenged. You communicate effectively both in written form and live / on your feet - you are not fazed by tough questions in the moment.

**Requirements:**

* You have 1-3 years of supervisory experience in a customer focused role preferably within an Operations/Logistics environment.

* You have a strong service mindset and thrive in a fast-paced environment.

* You are passionate about providing an excellent customer experience .

*Capsule is committed to hiring the best team possible to build a pharmacy that works for everyone. We have a diverse set of problems to solve, and believe that we need a diverse set of perspectives to deliver the best possible solutions to those problems. We look for talent from a wide range of backgrounds - including but not limited to - race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.*

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