Customer Experience Manager - Remote

Overview

The Customer Experience Manager at Guidehealth is responsible for implementing customer experience strategies, leading a team, and ensuring operational excellence in customer service.

In Short

• Implement CX strategies utilizing AI technologies.
• Track and analyze customer feedback for improvements.
• Build relationships with customers and clients.
• Empower Customer Advocates for effective issue resolution.
• Monitor KPIs and CX metrics using analytical tools.
• Conduct performance check-ins and coaching for team members.
• Oversee day-to-day operations of the Customer Experience team.
• Implement quality standards for customer interactions.
• Prepare performance reports for senior management.
• Assist in managing the department budget.

Requirements

• Bachelor's degree in business, healthcare administration, or related field.
• 5+ years in customer service, with 2+ years in management.
• Experience managing teams in a call center environment.
• Strong understanding of customer service principles.
• Exceptional communication skills.
• Ability to analyze data and make data-driven decisions.
• Proficiency with CRM software and Microsoft Office Suite.
• Experience with quality assurance programs.
• Ability to work in a fast-paced environment.
• Healthcare industry knowledge preferred.

Benefits

• Fully remote work with occasional travel.
• Comprehensive Medical, Dental, and Vision plans.
• 401(k) plan with employer match.
• Life and Disability insurance options.
• Employee Assistance Program.
• Paid time off plans for work-life balance.
• Paid parental leave for new family members.
• Resources for professional growth and development.