Manager, Customer Experience Operations

The Customer Experience Ops Manager, Refunds & Cancellations will lead us to minimize refunds and cancellations while maximizing our customers’ experience. This role requires a deep understanding of a subscription relationship, strategies for using automation, utilizing data for decision making and a high-level of empathy for the users on both sides.

Reporting to the Director of Customer Support, you will work cross-functionally with Product, Growth and Analytics while working side by side with our front-line team of Managers, Supervisors and Agents. You will quickly gain an understanding of the status quo, develop our goals to strive for and set us on the path for improvement.

You Will

• Become an expert on all things subscription related including sign-up, prescriptions, subscriptions, pricing, refills and cancellation protocols.
• Act as our first dedicated team-member focused on retention via our agents & automation.
• Own the creation and iteration on reporting for refunds, cancellations and retention rates. This will inform recommendations to implement to create positive change in our results (improved retention and automated solutions to satisfy customers and reduce workload).
• Develop and build a team to execute this work with a high level of consistency.
• Implement the strategy and goals to improve retention within the broader goals of the organization.
• Utilize our tools to triage cancellation and refund work specific resources and workflows.
• Sit as part of our Customer Support leadership team planning budgets, strategy, goals, org planning and overall execution of these initiatives.

You Have:

• 7+ years of experience in a high-growth, people focused customer support environment.
• Relevant experience in a subscription model business.
• Experience working in the healthcare industry, with an understanding of healthcare operations and dynamics, is a plus.
• Maximum comfort in an always changing and sometimes ambiguous environment.
• The relentless ability to get to answer independently while being a teamplayer first.

Preferred Qualifications:

• Subscription: expertise in a subscription-first environment with clear examples of impact on results (retention, customer experience, agent productivity, etc).
• Customer Support: ability to document processes, train teams and follow-through to ensure proper understanding and usage.
• Data & Analytics: familiarity in both creating your own reporting solutions to move quickly while also partnering with a robust Analytics partner for sophisticated long-term solutions.
• Retention Tools: a deep understanding of strategies (both human and technical) to find the perfect balance between maximizing retention while also maximizing customer happiness.

Our Benefits (there are more but here are some highlights):

• Competitive salary & equity compensation for full-time roles
• Unlimited PTO, company holidays, and quarterly mental health days
• Comprehensive health benefits including medical, dental & vision, and parental leave
• Employee Stock Purchase Program (ESPP)
• Employee discounts on hims & hers & Apostrophe online products
• 401k benefits with employer matching contribution
• Offsite team retreats