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data analytics ai customer experience contact center self-service📋 Description
- Define and execute long-term strategy for Member Care and scale operations.
- Lead end-to-end Member Care ops, owning SLAs, quality, and budget.
- Build and develop a high-performing leadership team across a distributed workforce.
- Drive automation and AI/self-service initiatives with Product and Engineering.
- Serve as the voice of the member using data to influence product roadmap.
🎯 Requirements
- 12+ years leadership in contact center ops or consumer-facing industries.
- Defining and scaling customer support strategies in high-growth environments.
- Leading and developing leaders, building high-performing teams at scale.
- Influencing cross-functional stakeholders across Product, Eng, and Ops.
- Using data to drive decisions and deliver measurable business impact.
🎁 Benefits
- Comprehensive healthcare plans for you and family
- Family-building benefits (fertility/adoption/surrogacy)
- Flexible time off and annual wellness stipend
- Free OneMedical memberships for you and dependents
- CLEAR Plus membership
- 401(k) with employer match
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