Senior Manager, Member Outreach

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

As the Sr. Manager of Member Outreach, you will be the business leader who oversees all outbound phone campaigns, including but not limited to campaigns centered around new member enrollment and member retention. This is a nascent and rapidly growing/evolving channel for Teladoc Chronic Care (Livongo) and we’re looking for a leader with the experience and tenacity to help us successfully scale while pushing through challenges along the way. The Sr. Manager will be responsible for campaign strategy, operational excellence, team leadership/management and overall execution. This will require collaboration with a number of cross-departmental stakeholders (including but not limited to our Marketing, Engineering, and Client teams). This role will be responsible for the hiring, performance management and ongoing development of our Member Outbound Specialist team. Partnering with senior leadership, you will translate company priorities and needs into effective and nimble outbound campaigns that help drive key business metrics.

Essential Duties and Responsibilities

• Work with the VP of Member Operations to drive automation improvements and continued investments via business case analysis
• Financial responsibilities include the creation and management/adherence/tracking of the MS Outbound budget
• Identify areas for operational improvement within our SFDC environment and collaborate with the appropriate technical resources to drive them to conclusion
• Partner with our Marketing and Data teams to help oversee and drive the ingestion of new campaign case records
• Directly manage the Member Outbound Specialist team to include setting performance standards, performance management, hiring, career and individual development plans, etc.
• Successfully deliver on KPI’s and team performance metrics (call volume, member conversion, etc.)
• Help foster a culture of quality and collaboration
• Manage against ad hoc and dynamic business deadlines
• Partner with business leaders on new campaign opportunities as business needs evolve
• Help manage, forecast, and communicate team bandwidth/dialing capacity to appropriate stakeholders
• Assist with the development and distribution of reliable/actionable team reporting
• Work with the VP of Member Operations on growth and performance improvement strategies
• Help craft and optimize our individual contributor compensation plan to drive optimal team and Specialist performance
• Lead and develop a high-functioning Member Outbound channel

Management Responsibilities

Yes

Qualifications Required for Position

• 7+ years experience managing an Outbound Contact Center team
• A passion for making a difference in the lives of people with chronic conditions
• Ability to represent Member Support in front of Client Team stakeholders and comfort/skill with client facing interaction when necessary
• Dynamic and strategic thinker that can manage in the present and plan for the future
• Experience in successfully leading, managing, and coaching others in a way that empowers them to effectively perform their job duties and unlock their full potential
• 7+ years of experience at Sr level (Sr Manager / Director) leading a Customer Service / Contact Center organization.
• College degree, Master degree preferred
• Exceptional verbal and written communication skills, with the ability to collaborate effectively with colleagues in person and remotely, across time zones
• 10 + years of experience in the field of Customer Service
• A deep sense of personal responsibility combined with strong attention to detail and organization, and an ability to juggle multiple projects simultaneously
• Emotional intelligence and outstanding interpersonal skills that enable to you positively interact with colleagues at all levels of the business

The base salary range for this position is $120,000-130,000. In addition to a base salary, this position is eligible for performance bonus, RSU’s, and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2023 . Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.