Summary/Objective:

The Director of Member Experience will be a high energy leader that can drive operational excellence to achieve high revenue growth. This person will be passionate to deliver world-class support efficiencies and customer service with every interaction.

Essential Functions:

• Lead, guide and support a team of Member Experience representatives
• Set, Monitor and Improve Known Performance Indicators (KPI’s) for a team of Member Experience Specialists
• Analyze current system capabilities and improve use of technology to drive efficiencies in service delivery
• Solicit regular internal and external customer feedback to lead continuous process improvement projects and processes to optimize business and create loyalty from customers
• Monitor inbound and outbound client communications to ensure adequate staffing levels and caseloads
• Refine training and onboarding of new Member Experience representatives
• Identify opportunities for enhanced service delivery
• Drive the ongoing development of a customer service culture, supported by effective policy and process frameworks and responsive customer service systems to embed best practice customer-centric behaviors
• Advise the Leadership team on member experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes
• Collaborate with Product and Technology teams to drive scalability and efficiency
• Develop roadmap and execution plan to deliver required goals

Competency:

• Experience with design, development, and implementation of new processes, systems, and technology driving a better customer experience
• Experience setting up Key Performance Indicators (KPIs) and utilizing collected data to impact responsiveness, quality, productivity and overall customer satisfaction
• Must take ownership, be proactive, inspire others, have bias for action, and be a self-starter
• Must be a leader, builder and influencer
• Enthusiastic problem solver
• Outstanding communication, interpersonal, and cross-functional collaboration skills
• Strong organizational and planning skills while being highly adaptable to change

Required Education & Experience:

• BS/BA Degree in Business (or equivalent work experience)
• 5+ years of customer service experience
• 2+ years of customer service management experience
• Experience with Salesforce and other analytics tools is a plus
• Experience at start-ups or rapidly growing companies is a plus
• Experience with call centers is a plus

Supervisory Responsibilities: Member Experience Team.

Travel: Less than 5% expected.