Director, Consumer Experience
CenterWell Senior Primary Care
full-time
Posted on:
Location Type: Remote
Location: Florida • United States
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Salary
💰 $150,000 - $206,300 per year
Job Level
About the role
- Ensure optimized interaction between a company and members
- Leverage voice of the customer, NPSt, root cause, call listening, and member experience design
- Implement strategic plans and improve performance
- Support multiple contact center BPO suppliers
- Develop and implement programs to establish performance and adherence to agreements
- Identify and resolve complex technical and operational problems
Requirements
- Master's Degree
- 8 or more years of contact center experience
- 5 or more years of management experience
- Demonstrated success leading programs and initiatives that cross multiple departments and locations
- Demonstrated success establishing structured reporting for both operations and project metrics
- Mentor and empower associates to improve member experience
- Manage and prioritize diverse projects
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Benefits
- medical, dental and vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
contact center experienceperformance improvementprogram developmentoperational problem resolutionstructured reportingproject metrics
Soft Skills
leadershipmentoringempowermentproject managementstrategic planninginterdepartmental collaborationpassion for consumer experience improvement
Certifications
Master's Degree