Job Title: Senior Manager, Care Coordination

Job Overview:

Tens of millions of Americans are uninsured or underinsured. Henry makes long-term care for chronic conditions easy, accessible, and affordable no matter someone’s budget. Our customers often save $1,000+/ month compared to the traditional healthcare system. Enjoy the casual culture, remote-first workplace, and generous PTO/benefits!

We're currently seeking a Senior Manager for our Customer Advocacy team, responsible for overseeing managers and acting as the primary liaison for all stakeholders, including engineering, marketing, HR, and other vital support functions. Additionally, this role will play a pivotal part in strategic talent acquisition, collaborating closely with the HR team to meet the company's aggressive growth targets.

Key Responsibilities:

Managerial Oversight:

• Provide strong leadership to managers, ensuring they are equipped to lead their respective teams effectively.
• Cultivate a collaborative work culture that emphasizes continuous learning, teamwork, and professional development.
• Develop and implement strategies to optimize productivity and efficiency across the department, aligning with organizational objectives.
• Ensure that company values (Move Faster, Keep Learning, Stay Positive, and Deliver Value) are embedded in team operations and decisions.

Stakeholder Engagement:

• Act as the single point of contact for all stakeholders, including engineering, marketing, HR, and other support functions.
• Establish and nurture strong working relationships with stakeholders to facilitate seamless operations, ensuring all teams work cohesively.

Talent Acquisition and Recruitment:

• Spearhead recruitment efforts in alignment with the company's rapid growth objectives, working closely with the HR team.
• Ensure the identification and recruitment of top talent, fostering a high-performance culture that drives organizational success.

Customer Experience Enhancement:

• Champion and uphold a culture of excellent service delivery, ensuring all interactions are handled with professionalism, empathy, and timeliness.
• Analyze customer feedback and interactions to identify areas for improvement, designing and implementing effective solutions.
• Set, uphold, and continuously improve customer service standards, policies, and procedures.

Complex Issue Resolution:

• Oversee the resolution of escalated issues, providing guidance to managers to ensure timely and satisfactory outcomes.
• Collaborate cross-functionally to address and resolve complex customer concerns, driving customer satisfaction and retention.

Reporting and Strategy:

• Utilize data-driven insights to evaluate team performance and recommend improvements, ensuring key performance indicators (KPIs) are met or exceeded.
• Generate regular reports on customer service activities, trends, and insights for senior management, offering valuable insights for strategic decision-making.

Continuous Process and Application Improvement:

• Regularly evaluate and improve call center processes and applications.
• Implement best practices for process optimization and efficiency.
• Foster a culture of continuous improvement and innovation.

Other duties as needed based on department and/or organizational needs.

Qualifications:

• Demonstrated experience (3-6 years) in a leadership role, ideally as a Customer Service Senior Manager or in a comparable capacity.
• Proven track record of managing managers with smaller teams preferably ability to manage up to 100FTEs.
• Knowledge of Management methodologies SCRUM/ ITIL/ Six Sigma.
• Profound understanding of customer service principles and practices.
• Preferred experience in telehealth or healthcare-related industries.
• Outstanding communication, problem-solving, decision-making skills, and coaching skills.
• Proficiency in customer service software, CRM systems, and reporting tools. Experience with Zendesk is a plus.
• Proven track record of leading and motivating teams, driving high performance, and fostering employee engagement.