Legal Marketing and Case Support Specialist
Job Duck
Manager, Provider Experience – Customer Experience
Zocdoc
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $88,142 - $100,000 per year
Job Level
JuniorMid-Level
About the role
- Fully owning the leadership and management of a team of Provider Experience Specialists to deliver exceptional customer service.
- Authentically coaching team members at various performance levels, fostering their growth and development.
- Building and fostering relationships with your direct reports, cross-functional stakeholders, and senior leadership.
- Identifying challenges and opportunities in the role and correctly identifying the primary ones that impact the business.
- Solutionizing with senior leadership and effectively communicating with cross-functional stakeholders.
- Creating bespoke Salesforce Reports (or Dashboards) to quickly diagnose team challenges and effectively communicating performance metrics to your manager and the leadership team.
- Providing supervisor coverage and support, handling all escalated issues, including complex technical issues and staffing adjustments.
Requirements
- Meaningful (2+ years) experience in leading and managing customer experience or client success teams, preferably in the healthcare industry.
- Passion for delivering best-in-class customer service and promoting a customer-centric culture.
- A compassionate but consultative, and confident approach with team members and customers.
- A fundamental understanding of performance management, talent development, and stakeholder communication.
- The mentality of an entrepreneur/owner and a strong bias to action.
- Superb communication skills! You believe in keeping all of your stakeholders in the loop and know that multiple mediums of communication are the key to success.
- Humility. You believe in treating all people with dignity and respect, regardless of title or tenure.
Benefits
- Unlimited PTO
- 100% paid employee health benefit options
- Employer funded 401(k) match
- Corporate wellness programs with Headspace and Peloton
- Sabbatical leave (for employees with 5+ years of service)
- Competitive parental leave
- Cell phone reimbursement
- Great Place to Work Certified
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Salesforce ReportsDashboardsperformance managementtalent development
Soft skills
leadershipcoachingrelationship buildingcommunicationcustomer serviceconsultative approachentrepreneurial mindsethumility
