Customer Experience Lead Jobs

Enjoy what you do while contributing to a company that makes a difference in people’s lives. US Fertility, is a network of premier fertility centers, including Shady Grove Fertility, one of the largest fertility centers in the United States. At US Fertility, we continually seek experienced, compassionate, and dynamic team players who are committed to delivering exceptional patient care to join our growing practice. The work we do building families offers stimulation, challenge, and personal reward.
If you're looking for a new opportunity to work in a fast-paced, professional environment where your talent contributes to changing people’s lives, then we want to talk to you. We have an immediate opening for an Customer Experience Lead.
The Customer Experience Lead is responsible for the operations, management and performance of our patient concierge team, meeting enrollment targets, and various customer service related operational tasks. This role will be responsible for partnering with Operations, to engage in planning, tracking, updating, and delivering process improvements to deliver an exceptional customer experience.
Successful applicants will have extensive experience successfully leading diverse teams while using data to identify and act on performance trends. The position will be responsible for training and monitoring the patient concierge team.
This position is fully remote.
Responsibilities include but are not limited to:

• Provide direction to team on change strategy, potential conflicts, and resolution paths
• Manage patient concierge team to execute on training modules, continuing education sessions, specialized trainings, call audits, coachings, and KPI measurement to improve inquiry response.
• Create and execute learning strategies and programs based on both the individual and organizational developmental needs.
• Continuously drive improvement in marketing source performance trends including daily and hourly volume distribution, trends by specialization/program type.
• Maintain knowledge management system to ensure only current information is available to agents and curate content for ease of search and consumption. Introduce best practices in knowledge management and improve upon existing content.
• Seek and implement ways to reduce cost and friction within the inquiry journey through enhanced workflow and automation tools.
• Provide direction to business teams on change strategy, potential conflicts, and resolution paths
• Develop and refine agent incentive structure to align with business objectives.
• Ideate and execute on strategies to increase conversion rates with emphasis on consumer experience, data collection, and enrollment growth.
• Plan, assign, and direct the work of the patient concierge team, conducting regular performance appraisals and reporting on daily metrics.

What You'll Bring to Numerator
The skills and education we need are:

• Bachelor's Degree or equivalent experience preferred.
• Ability to set, satisfy, and exceed targets.
• Knowledge of customer service practices and principles
• Attention to detail and proven ability to manage multiple, competing priorities simultaneously
• Organized approach combined with an ability to apply insights to ambiguous problems.
• Understanding of Excel, Salesforce, SmartSheets
• Excellent problem solving and communication skills.
• Strong project management and organizational skills.
• Outstanding training focus and sales skills.
• Experience managing a remote team
• Confident with a keen eye for business.
• Enthusiasm to continue learning, challenging the status quo, and enhancing existing strategies and operations.
• Ability to work effectively with tight deadlines in a fast-paced environment
• 3+ years’ experience managing diverse teams and driving performance improvement.