Sesame

Senior Manager, Customer Service

Sesame

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

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Salary

💰 $140,000 - $190,000 per year

Job Level

Senior

About the role

  • We’re Sesame and we’re building a transformative health care platform that makes it easier and more affordable for all Americans to access high-quality health care.
  • We believe everyone should be able to get high-quality care for a fair price and we work with doctors who share our vision.
  • Sesame has teams across the U.S. and in Berlin and has raised nearly $100 million in funding to grow U.S. operations.
  • Sesame is seeking a Senior Manager of Customer Service to lead and scale our customer success function with a focus on vendor and BPO management.
  • This individual will oversee the strategy, performance, and operations of our outsourced customer success team while ensuring seamless collaboration with internal teams.
  • Critical leadership role responsible for driving customer satisfaction, retention, and operational excellence.

Requirements

  • 3-6+ years of experience in customer service, operations, or customer support, with at least 2-3 years managing external BPO/vendor partnerships.
  • Detail-oriented and rigorous process management skills, with the ability to organize and document multi-step workflows.
  • Aptitude for, or interest in, leveraging technology and AI to optimize processes – including ways to ‘fill the cracks’ in existing customer service provision and provide a continuous presence for customers.
  • Proven track record of scaling customer success operations in a high-growth environment.
  • Strong background in vendor negotiations, SLA management, and operational performance tracking.
  • Analytical and data-driven, with expertise in using metrics to drive improvements.
  • Excellent communication and relationship-building skills, with the ability to influence at all levels (executive leadership, partners, cross-functional peers).Experience in digital health, healthcare technology, or consumer marketplaces is a plus.
  • Highly adaptable, resourceful, and energized by solving complex operational challenges.