Sr. Operations Manager, Customer Support at GoodRx
Responsibilities:
- Set the operational strategy for our customer facing teams across support channels (voice, social media, email) and product lines
- Ensure that we are delivering a consistently high quality customer experience across product lines and support channels as measured by KPIs including service level, CSAT and quality scores
- Ensure that we are meeting business goals across product lines and support channels as measured by KPIs including occupancy, cost-per-contact and budget adherence
- Recommend process improvements to optimize cross-channel and cross-campaign customer journeys
- Prioritize necessary processes and tools, build consensus, and coordinate with the support team to deliver high-quality experiences to customers
- Establish clear channels of communication with customers and stakeholders across the company to achieve support program needs and requirements
- Extract data, create dashboards and make data driven decisions to improve the agent and customer experience
- Present ongoing high-level feedback around successes, failures and recommended improvements across product lines, support channels and contact centers
- Review and align contract agreements, OKRs and reporting across contact centers
- Ensure that outsourced contact centers are meeting contractual agreements and recommending improvements
- Oversee intrachannel Champion / Challenger models to drive competition and continuous improvement
- Work closely with an Operations Analyst and GoodRx BI teams to review, validate and approve / deny recommendations provided from external partners
- Oversee the process of creating standard operating procedures for support teams including training, quality assurance and escalations
- Work closely with the support and program operations teams to identify trends and improve strategy
- Stay up to date with industry trends and best-in-class tools related to customer support
- Be consistently excited about providing world-class support to thousands of customers every month
Skills & Qualifications
- 5+ years of customer support operations management experience
- 5+ years of experience working for a technology, SaaS or internet-based company
- 5+ years experience overseeing outsourced contact center operations
- Strong leadership, problem-solving and decision making abilities
- Excellent communication skills, organizational and analytical skills
- Experience working across cross-functional teams including business intelligence, product and external partners
- Ability to demonstrate flexible and creative thinking as it relates to a company like GoodRx and the service it provides
- Passionate about solving complex issues to deliver an exceptional customer experience
- Strong use of customer research and business cases to make data-driven decisions and improve customer experiences
- Experience working for a startup a plus
- Experience working in the healthcare industry is a plus