Senior Customer Care Manager (Remote)

This is not your everyday customer care team supervisor role. The person in this role is part project manager, part entrepreneur, and part customer service team lead, playing a vital part in the success of our rapidly-growing ecommerce company. The Senior Customer Care Manager will own all aspects of SneakPeek customer service, developing key service performance metrics and guiding our stellar team of representatives to meet them. This role is responsible for increasing the efficiency of the team by identifying and helping to build automated solutions, finding ways to decrease inbound volume, and streamlining current processes where possible. The Senior Customer Care Manager will identify and deliver new platforms and functionality where needed to ensure the world-class care and communication that is our goal for the SneakPeek brand.

This is a remote role that can be performed working from home on Pacific hours (9-5pm). Preference for those that live in PST states.

Primary responsibilities include:

• Ensuring consistent brand tone of voice through all communication with customers, monitoring adherence and continually working to improve messaging and efficiency
• Serving as hiring manager for departmental staff
• Drafting and ensuring implementation of policies and procedures that facilitate world-class service experiences for our customers
• Identifying and installing new tools and channels to serve customers while minimizing cost to serve
• Establishing performance metrics for customer service representatives for every communication channel and ensuring they’re met
• Calculating average handle times for different channels to estimate headcount needs against volume forecast, including sales spikes
• Creating a departmental budget and tracking to the budget
• Using customer insights and root cause analytics to identify and recommend process or product enhancements to improve the customer experience

The ideal candidate has:

• Experience directing a high-volume customer service team, including ensuring reps understand expectations and processes, monitoring to confirm desired service levels are met, and training and creating motivational programs to achieve optimal processes and practices
• Strong analytical abilities and a high level of comfort with data collection and manipulation in Excel
• A focus on balancing world-class customer service with the bottom line
• A collaborative nature, asking questions and clarifying requests where needed in a timely manner
• Strong detail orientation and a sense of taking the initiative to continually improve customer service practices and workflow
• A resourceful nature to continually identify new trends in customer service and research and onboard new technology or functionality, bringing the team up to speed
• A proven track record of looking through data to devise and recommend changes in process and strategy
• Experience managing customer service systems and tools, including customer support platforms and messaging tools

Goals for 2023:

• Create an inbound call-in phone option for SneakPeek customers, ensuring customer care has the resources needed to address questions and appropriate staffing levels
• Optimize SalesForce to increase efficiency of the department
• Create systems to monitor metrics such as SLA, resolution times, CSAT scores, handle times, and meet improvement goals on all of the metrics
• Configure chatbot and integrate DMs with our SalesForce helpdesk
• Ensure accuracy of issue tagging and using it to drive down inbound volume

Required qualifications:

• Bachelors degree
• Expert level Microsoft Excel skills mandatory
• Strong analytical and problem-solving skills
• 8+ years of customer service department management experience mandatory
• Excellent verbal and written communication skills
• Administrator-level proficiency in customer support platforms and messaging tools (Salesforce Service Cloud, Zendesk, HelpScout, or similar) mandatory
• Strong supervisory and leadership skills
• Superior attention to detail and organizational skills
• 1+ year of Salesforce Service Cloud experience mandatory

Preferred qualifications:

Located in San Diego or in the Pacific or Mountain Time zone

About Us

Myriad Genetics Inc., is a leading personalized medicine company dedicated to being a trusted advisor transforming patient lives worldwide with pioneering molecular diagnostics. Myriad discovers and commercializes molecular diagnostic tests that: determine the risk of developing disease, accurately diagnose disease, assess the risk of disease progression, and guide treatment decisions across six major medical specialties where molecular diagnostics can significantly improve patient care and lower healthcare costs. Myriad is focused on three strategic imperatives: maintaining leadership in an expanding hereditary cancer market, diversifying its product portfolio through the introduction of new products and increasing the revenue contribution from international markets. For more information on how Myriad is making a difference, please visit the Company's website: www.myriad.com .

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. In hiring and all other employment decisions, we prohibit discrimination and harassment on the basis of any protected characteristic, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

Please answer all questions completely. Please do not provide any information not specifically requested on this Employment Application form.