Senior Customer Care Executive Jobs

BA/BS degree and 6-8 years’ relevant experience OR equivalent combination of education and relevant experience.

Leverages data-driven insights to recommend and implement task / project management and delivery methodology continuous improvement.

Relocation is offered for this position

Leads detailed task / project planning, including cost, schedule and resource requirements.

This position is based in Austin, TX and will require a minimum of three days per week in our downtown offices.

Oversees execution of Customer Care programs and processes across the company.

Demonstrate substantial project and time management skills to move between multiple concurrent projects efficiently

Project Management experience a plus

Order Management—constant communication with the warehouse team, ensuring that orders are being shipped out quickly and correctly

Ensure effective cross-team collaboration with internal units such as Product Management, Marketing, Sales, and OPS departments

Take part in returns process management and report on-going trends

Advanced analytical skills; must be able to work through complex issues with a methodical approach; analyzing, distilling and communicating relevant aspects

8+ years of customer service department management experience mandatory

Drafting and ensuring implementation of policies and procedures that facilitate world-class service experiences for our customers

Using customer insights and root cause analytics to identify and recommend process or product enhancements to improve the customer experience

Serving as hiring manager for departmental staff

Strong analytical abilities and a high level of comfort with data collection and manipulation in Excel

Experience managing customer service systems and tools, including customer support platforms and messaging tools

Work closely with clinical and long-term care stakeholders to define software platform and service requirements related to care management services.

Prior experience providing care management services.

Implement up-to-date clinical practice guidelines into care management workflows

As the company’s first care management role, you will lead the development of the company’s care management team

Develop strategies for efficiently leading a care management team in a virtual setting

Deep knowledge in the internal operations and compliance requirements of long-term care communities.

Architecting and executing programs that help new & and existing associates attain the knowledge and skills required for Customer Care roles.

You Will Wow Us If You Have Experience

Scoping New Hire training development needs and enhancing content to ensure program effectiveness.

Measuring the impact of New Hire development programs.

Is consistently humble, self-aware, honest, and transparent.

Demonstrates curiosity and a growth mindset; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks.

Phone support experience is necessary.

Technical Service desk or technical call center experience is necessary.

Disciplined, systematic problem-solving skills required.

Banking Domain Experience is necessary.

Long Term Full Time Opportunity

Read the full JD here: https://pyramidci.jobs.net/job/J3N8D96777YXDZ3X1PQ?ipath=CRJR1