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Head of Customer Experience

| Greater LA Area
Our mission at JOANY is to make buying and using health insurance simple and transparent. Using data, machine learning + humans, we are personalizing healthcare for consumers. Using our platform, anyone can find and buy the best health insurance for their specific needs within minutes.
About The Role
At JOANY, we do Customer Experience differently.
We love our customers. And our approach to Customer Experience reflects this. We treat CX as a strategic, critical part of our product offering. Everyone at JOANY is responsible for creating happy customers. Everyone at JOANY spends part of their month delighting the people who are kind enough to give us their business. It doesn’t matter where you work at JOANY – finance, marketing, engineering, you name it – great customer experience is your job. Yes, we have a crackerjack team of CX professionals. They’re amazing. But JOANY is 100% focused on creating the happiest customers, anywhere. And that’s a team sport.
Still with us? Great.
Head of Customer Experience is a special role, and calls for a special kind of executive. It requires equal doses of strategic thinking, operational excellence, people management, experimentation, and hard-core, hands-on detail work. We need someone who can drive innovation and experimentation, while keeping things operationally balanced. We need someone who can spot, hire, and retain curious, passionate and problem-solving CX professionals. We need someone who can raise the bar for excellence, and bring the entire company along with them. We need someone who is numbers-driven, without being numbers-obsessed. And we need someone who is relentless about building something different, inspiring, and better. We’re not here to “take calls” or “answer email” – we’re here to help people, and make a real difference in their quality of life. We’re looking for a leader who will help us stay focused on our values.
Customer Experience at JOANY is a high-freedom, high-accountability, high-impact role where people own their area and are responsible for delivery. We’re big on accountability and results. Our people depend on one another for success. If someone says they’re going to do it, they’re on the hook to get it done. We count on one another. (Micromanagers and jerks need not apply.)

Interested in the gig? Here’s a bit about you:

  • You’re an innovator. You’re aware of the status quo, but not defined by it. You always look for ways to redefine the problem. You’re the sort of person who insists on an “R&D fund” for your team, just to try new ideas.
  • You make things happen. You generate great ideas – and make them reality. You know what it takes to deliver on a promise day in, day out. You’re known for running a tight ship (and also for being a great human being).
  • You’re inspirational. You get people excited about what’s coming. Your team loves you; the company respects you; everyone’s excited when you grab the mic at an all-hands.
  • You’re dissatisfied. You’re deeply annoyed by the dismal state of CX in most organizations. You hate phone trees with the heat of a thousand fiery suns. You’re always fighting for a better, smarter, and more customer-friendly way of doing business.
  • You’re a collaborator. Cross-functional work is your jam. You trust your colleagues – and can get the best from them. You orchestrate others’ smarts and experience to make great things.
  • You’re a team builder. You hire and retain bright, motivated people ... and turn them loose on problems. You have a high EQ, are known for your candor, and relentlessly invest in your people. Your results (naturally) are superb.
  • You’re a bit of a quant. You love numbers, but know how to pick signal from noise. For any given metric, you know 24 different ways to measure … but will only pick the best two (and ignore the rest).

JOANY Culture: What we look for:

  • Judgment. You identify root causes, and get beyond treating symptoms. You think strategically, and can articulate what you are (and are not) trying to do.
  • Communication. You are concise and articulate in speech and writing. You listen well, instead of reacting fast, so you can better understand.
  • Impact. You accomplish amazing amounts of important work. You focus on great results rather than on process.
  • Selflessness. You are ego-less when searching for the best ideas. You make time to help colleagues. 
  • Innovation. You create new ideas that prove useful. You challenge prevailing assumptions when warranted, and suggest better approaches.
  • Courage. You say what you think even if it is controversial. You make tough decisions without excessive agonizing. 
  • Honesty. You are quick to admit mistakes. You only say things about fellow employees you will say to their face.

What you'll bring:

  • 8+ years of formal, hands-on experience delivering great customer experiences at a consumer-focused company;
  • 5+ years as a people manager or leader;
  • Clear track record of experimentation, innovation and problem solving to improve the customer experience;
  • Clear track record of successfully operationalizing new initiatives;
  • Ability to define and deliver a strategic direction for a team and company;
  • Ability to find, hire and retain great people;
  • Ability to work cross-functionally to accomplish critical, company-wide objectives;
  • Quantitative decision-making abilities;
  • Exceptional interpersonal skills;
  • Bachelor’s degree;
  • MBA a plus.

What you'll get:

  • Beautifully Designed Collaborative Space in DTLA
  • Competitive Equity and Salary Packages
  • Full Coverage Health + Dental Insurance
  • Open Time Off

Why JOANY? We are a data-driven company with the desire to change the status quo of health care. Together with a relentless focus on customer service, we aim to make health care transparent and easier to navigate. Be a part of something larger than ourselves by helping millions of people across the U.S. get health insurance they can actually use. As an early-stage employee, you will be uniquely positioned to learn extensively while solving complex problems that are impactful to our customers and critical to our company’s success. Work with a team that values respect and emphasizes growth through mentorship rather than management. This is a great opportunity to leverage your skills to have a huge impact on the world. Your creative and technical expertise will directly help consumers across the U.S. get the care that they deserve. JOANY is an equal opportunity employer. #joinusatJOANY

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Ruby on RailsFrameworks
    • MemcachedDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AWS RedshiftDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • SendGridEmail

Location

Our office tower is in DTLA within walking distance to plenty of bars and restaurants. We provide parking or there is a metro station just downstairs.

An Insider's view of JOANY

What are some social events your company does?

We have an annual company retreat for team building, development, and play. Last year we went to a beautiful all-inclusive resort in Cabo. Frequently we have team outings for happy hour, escape rooms, and exploring new restaurants in the area.

Esther

Director of Talent

How does the company support your career growth?

At JOANY we believe in a merit-based culture. We often promote from within, it's common for top performers to experience career trajectory within a short timeframe. We are always happy to recognize and reward quality work.

Esther

Director of Talent

What are JOANY Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Beautifully Designed Collaborative Space in DTLA. Free Parking or Monthly Metro Pass. Open Time Off. Top-of-the-line Hardware & Software.

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