Program Manager - Customer Experience (People Development)

​​About the Role:

The Customer Experience Program Manager will drive us towards a consistent agent experience across our team of internal and partner team members. This role is our 'Agent Advocate' optimizing on their behalf across all touchpoints including but not limited to: hiring, training, and ongoing performance management.

Reporting to the Director of Customer Support, you will partner with our support Managers, Supervisors and Agents to identify their needs and opportunities. You will utilize both qualitative and quantitative feedback to recommend, gain buy-in, implement and measure impact of change. A positive agent experience equates to a positive customer experience.

You Will:

• Become an expert in our hiring, onboarding and training processes (what works well and where we can improve) to provide recommendations to then implement.

• Drive our team to a consistent Supervisor <> Agent experience and relationship (quality assurance, coaching, communications, career development, remote work experience, etc).

• Be an active participant in our performance management program by advocating for clear and consistent expectations, communications and feedback for our team of agents.

• Lead our journey to optimize for a perfect balance between a high level of production combined with an even higher level of quality. Understand our goals, utilize our analytics solutions and create positive change for our agents and our customers.

• 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 work from home environment with a team of 100+.

• 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:

• People Function: expertise in the dynamics of all things people (hiring, performance management, payroll policies, etc) in a non-exempt environment.

• Customer Support: expertise in working with internal and external customer support teams of 100+ agents, ideally in a remote ecommerce environment.

• Change Management: proven ability to identify opportunities for improvement, communicate for consensus and follow through to implementation.

• Quality & Quantity: strong examples of being able to drive a positive customer and agent experience maximizing quality without sacrificing productivity.

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

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