Director, MX Support

The head of our Member Experience (MX) Support team is an experienced operator who is passionate about creating and delivering best-in-class service and support for valued members.  You have experience in designing, building, and managing a multi-channel support organization.  You are also an innovative problem solver who drives results through data insights, acts with a sense of urgency, and thrives on leading teams to deliver excellence.

The salary range for this role is $130,000-185,000.

RESPONSIBILITIES

• Develop and utilize innovative, integrated support channels (email, phones, chat, etc) to provide members with highly effective, responsive support, and highest standards of quality in all interactions
• Serve as an internal advocate for our members, translating feedback across channels into actionable insights for leadership & the company
• Build the strategy for our Member Experience with an aim to improve member satisfaction, streamline operations, and scale effectively and efficiently as the business grows
• Establish team SLA’s and build a data-driven culture, establishing a clear framework to measure success
• Manage operational dashboard to track and monitor key business metrics; maintain a high-level view of all open member issues, and present regular updates on open issues
• Manage escalation of critical member issues, collect and synthesize feedback, and work cross-functionally (with Product, Marketing Clinical, Operations, etc.) to drive product enhancements, defect resolution, and continuous improvement
• Hire, develop and mentor Member Experience team members, building a culture of excellence and exceptional member experiences
• Continually seek opportunities to drive operational efficiency and improve both member and employee satisfaction

BACKGROUND AND EXPERIENCE

• BA/BS Degree in a related discipline
• 10+ years in a member-centric role, including 5+ years in leading scaled customer support teams in a call center environment
• Core competencies include leadership, member relations, service recovery, process management, data analysis, performance metrics, problem solving, effective communication, business acumen, and technical aptitude
• Ability to leverage problem-solving skills to empower others
• Excellent customer management instincts and abilities, strong written and verbal communications, executive level presence and experience in facilitation
• Flexible and organized; flexibility to support change and organization to follow through
• A quick learner and comfortable using a variety of applications and software, such as Zendesk, Google-suite, and Slack
• Previous experience at an early stage startup  – not afraid to roll up your sleeves!