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Member Experience Lead Jobs
Company | Ro |
Address | New York, NY, United States |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting,Manufacturing,Wellness and Fitness Services |
Expires | 2023-07-28 |
Posted at | 10 months ago |
Who We Are
- Manage daily Member Experience Team operations: monitor and adapt to SLAs, make staffing adjustments as needed, and identify and surface member trends
- Manage projects to improve operations and quality on the Member Experience Team
- Assist in professional development of coordinators by identifying strengths and areas for improvement, as well as helping to determine their professional interests
- Identify and surface team-wide opportunities for new training or improved processes
- Conduct monthly performance reviews of coordinators on your team
- Well-organized and able to prioritize competing objectives
- 2+ years experience in a customer-facing role and a passion for customer service
- Minimum of 1 year of experience managing a team
- Experience with Zendesk or other contact center tools preferred
- Performs well under pressure and adapts easily to changing operational challenges
- Enjoys working in a fast-paced environment
- Has an eye for identifying areas for process improvement, and the creativity to drive those improvements
- Interest in people management and development
- Healthcare and Dependent Care FSA
- Student loan refinancing
- Paid parental leave + Fertility benefits
- 401(k) with company match
- Pet insurance
- Wellbeing + Learning & Growth reimbursements
- Flexible PTO
- Virtual resources for mindfulness, counseling, and fitness
- Full medical, dental, and vision insurance + OneMedical membership
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