Customer Experience Manager: Partners

Job Description

Wellhub is seeking a Customer Experience Manager to join their Customer Experience Operations team in Texas. This role focuses on supporting and caring for all US-based partners of the Wellhub platform, as well as addressing partner-related queries from client companies' employees.

The Customer Experience Manager will lead operations and ensure excellent customer service. He will report to Customer Experience Operations team.

Role involves:

• Developing and implementing operational strategies to enhance efficiency and partner satisfaction.
• Supervising and leading a team of agents, providing guidance and training.
• Monitoring and evaluating team performance, establishing goals, and implementing corrective actions.
• Identifying process optimization opportunities and implementing improvements.
• Establishing and maintaining strong relationships with the US Partnerships team.
• Utilizing data and metrics to make informed decisions and develop strategies.
• Managing and controlling the team's productivity.

Requirements:

• Bachelor's degree in Business Administration, Management, or a related field.
• 3+ years of experience in managing customer service operations.
• Excellent leadership and team management skills.
• Strong analytical skills and proficiency in analysis tools like Zendesk Explorer and Tableau.
• Deep knowledge of customer service metrics and support tools such as Zendesk, Salesforce, CRM, and Metabase.
• Ability to develop and implement effective operational strategies.
• Strong problem-solving skills and strategic thinking.
• Ability to work in a dynamic environment and meet deadlines.
• Proficiency in English is mandatory. Spanish is a plus.
• Prior experience in management, analytics skills and experience in working with Zendesk or a similar tool are mandatory requirements.

Wellhub offers:

• Health, dental, vision, and life insurance.
• Flexible work options (hybrid).
• Home office stipend and monthly flexible work allowance.
• Access to onsite gyms, digital fitness programs, and online wellness resources.
• Minimum of 25 days PTO per year.
• Paid parental leave.
• Career growth opportunities.