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data analysis ai customer experience contact center self-service📋 Description
- Define and execute long-term Member Care strategy; scale ops, automation, and service models.
- Lead end-to-end Member Care ops; own SLAs, quality, budget, and member experience.
- Build and develop a high-performing leadership team across a distributed workforce.
- Drive automation and AI with Product/Engineering; implement self-service and scalable support.
- Be the member voice across the org; use data to influence product roadmap and strategy.
- Measure success via CSAT, NPS, CES, cost per contact, and retention metrics.
🎯 Requirements
- 12+ years leading contact center or consumer-facing ops.
- Define and scale customer support in high-growth, complex settings.
- Lead and develop leaders; build high-performing teams at scale.
- Influence cross-functional stakeholders; align Product, Engineering, and Ops.
- Use data to drive decisions, identify opportunities, and deliver measurable impact.
🎁 Benefits
- Comprehensive healthcare plans.
- Family-building benefits (fertility/adoption support).
- Flexible time off.
- Annual wellness stipend.
- Free OneMedical memberships for you and dependents.
- CLEAR Plus membership.
- 401(k) retirement plan with employer match.
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