Manager, Provider Experience

Zocdoc’s most important asset is our people. As a Manager, Provider Experience, you’ll play a meaningful role in making sure our providers receive best-in-class support, maximizing their value from Zocdoc, and fostering a high-performing, inclusive team environment.

You’ll enjoy this role if you are…

• Personally motivated by developing talent and empowering a team to achieve ambitious goals.
• Autonomous, urgent, and creative. You genuinely love solving complex challenges and driving continuous improvement in customer experience.
• Highly empathetic and dedicated to fostering a positive and inclusive team culture.
• Passionate about delivering exceptional customer service and driving high provider satisfaction.
• A natural leader who thrives in a dynamic, fast-paced environment.
• The kind of person who takes full ownership of their team’s success and consistently strives for excellence.
• Serious about your work, but not about yourself. Let’s face it – the way things are going, you kind of need a sense of humor.

Your day to day is…

• Fully owning the leadership and management of a team of Provider Experience Specialists to deliver exceptional customer service.
• Authentically coaching team members at various performance levels, fostering their growth and development.
• Building and fostering relationships with your direct reports, cross-functional stakeholders, and senior leadership.
• Identifying challenges and opportunities in the role and correctly identifying the primary ones that impact the business.
• Solutionizing with senior leadership and effectively communicating with cross-functional stakeholders.
• Creating bespoke Salesforce Reports (or Dashboards) to quickly diagnose team challenges and effectively communicating performance metrics to your manager and the leadership team.
• Providing supervisor coverage and support, handling all escalated issues, including complex technical issues and staffing adjustments.

You’ll be successful in this role if you have…

• An unrelenting desire to build more equitable, inclusive, and diverse workplaces. You view this role as an opportunity to create positive change.
• Meaningful (2+ years) experience in leading and managing customer experience or client success teams, preferably in the healthcare industry.
• Passion for delivering best-in-class customer service and promoting a customer-centric culture.
• A compassionate but consultative, and confident approach with team members and customers.
• A fundamental understanding of performance management, talent development, and stakeholder communication.
• The mentality of an entrepreneur/owner and a strong bias to action.
• Superb communication skills! You believe in keeping all of your stakeholders in the loop and know that multiple mediums of communication are the key to success.
• Humility. You believe in treating all people with dignity and respect, regardless of title or tenure.

Benefits:

• Unlimited PTO
• 100% paid employee health benefit options
• Employer funded 401(k) match
• Corporate wellness programs with Headspace and Peloton
• Sabbatical leave (for employees with 5+ years of service)
• Competitive parental leave
• Cell phone reimbursement
• Great Place to Work Certified