Sr. Operations Manager, Customer Support at GoodRx
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At GoodRx, we believe that all Americans should have access to convenient and affordable healthcare. As a nation, we spend about $3.5 trillion annually on our healthcare, but too many Americans struggle to get the care they need, and prices just keep rising. Our marketplaces for prescription medicines and telehealth have helped Americans save $20 billion since 2011. GoodRx is a profitable business funded by top-tier investors; we're based in Santa Monica with additional offices around the country. We're a low-key and tight-knit group that likes to find new ways to fix big problems. If you share our belief that you can do well by doing good, let's talk.
We’re committed to growing and empowering a more inclusive community within our company and industry. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
About the Role
GoodRx is looking for a Senior Operations Manager, Support to deliver high impact within one of the nation’s leading healthcare startups. In this role, you will interface with our external partners and oversee our support team to ensure that GoodRx users receive top quality customer care. You will develop a close understanding of the product in order to fulfill and exceed support program requirements while achieving operational excellence for new support channels, specialized teams and more.
You will work closely with our support team and outsourced teams to unify and improve the GoodRx support experience. Additionally, you will leverage data and feedback from customers to continuously innovate and drive operational improvement. We are looking for a strong leader, communicator and problem-solver with a passion for customer support who thrives in a fast-paced environment.
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
GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $20 billion using GoodRx and 15 million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.
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