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Senior Manager, Customer Support Operations

2 months ago

Columbus, Ohio, United States Candid Full time
About Candid
If you believe in transforming healthcare, we want to hear from you. At Candid, we combine traditional clinical expertise with innovative telehealth technology. Our team consists of healthcare professionals, data analysts, creative thinkers, and tech innovators.

As we expand, we seek individuals who are dedicated to their profession and passionate about making a difference in people's lives.

Our mission is to make oral health care more affordable and accessible. We believe that authentic self-expression leads to a fulfilling life, and our clear aligner therapy empowers individuals to enhance their smiles and confidence.

Role Overview

We are in search of a Senior Manager for CandidPro Support to oversee our patient and provider support teams.

This critical management position involves guiding the development and strategic direction of our support personnel. We seek a strong cultural advocate who enjoys mentoring and nurturing their team.

You will serve as a key liaison among various departments, including support, sales, and manufacturing, while managing systems and processes and leading change initiatives.

The Senior Manager plays a vital role in ensuring the effectiveness of CandidPro Support and its alignment with our organizational objectives.

You will report directly to the Director of Customer Support and collaborate with teams across the organization.

Key Responsibilities
  • Monitor team performance and implement necessary actions to meet support targets and KPIs.
  • Coach and mentor team members to improve their performance and professional development. Identify skill gaps and training requirements, and execute development plans.
  • Act as the primary contact and liaison between Support and other internal teams, promoting communication, collaboration, and sharing of best practices.
  • Work with relevant stakeholders in sales, marketing, product, and manufacturing to ensure effective coordination and knowledge sharing, achieving departmental and organizational goals.
  • Continuously seek opportunities for process enhancements and streamline workflows.
  • Implement changes and optimize processes for improved efficiency and support excellence.
  • Foster a culture of readiness for change, innovation, and ongoing improvement.
  • Utilize various systems, tools, and technologies pertinent to Support functions, ensuring team proficiency in software and technologies.
  • Stay informed about industry best practices and emerging tools to boost support capabilities.
Qualifications
  • Proven leadership and coaching abilities with over 5 years of experience in a Customer Success or Support environment.
  • Experience in healthcare, dental, or medical device sectors is advantageous.
  • Outstanding communication and interpersonal skills.
  • Expertise in change management.
  • Strategic thinking with the ability to cultivate and maintain strategic partnerships.
  • Proficient in systems and process management.
  • Adaptability to thrive in a dynamic work environment.
  • Strong problem-solving and decision-making skills.
  • Familiarity with Google Docs, Salesforce, and Zendesk is a plus.
Compensation and Benefits
  • Competitive salary.
  • Stock option plan allowing employees to share in Candid's success.
  • Unlimited PTO for personal time off.
  • Work-from-home stipend.
  • Comprehensive health benefits (medical, dental, vision) and generous parental leave.
  • Significant discounts on customized treatment plans and aligners.
  • Opportunities for professional growth and development.
Core Values
  • Care Deeply: We succeed by genuinely caring about our work and each other.
  • Drive Results: We set clear goals and take accountability for our outcomes.
  • Commit to Growth: We continuously pursue improvement as individuals and as a company.
  • Embrace Candor: We foster an environment of honest feedback and open dialogue.
  • Work as One: Together, we leverage our strengths to serve our partners and achieve success.
Diversity and Inclusion
We are committed to creating a diverse and inclusive workplace. We believe that a diverse team enhances our company, products, and culture.

If you share our values and vision, we encourage you to explore opportunities with us.