Manager, Member Experience

| Greater Denver Area
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.
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Technology we use

  • Engineering
    • JavascriptLanguages
    • RubyLanguages
    • AngularJSFrameworks
    • Ruby on RailsFrameworks

Location

We have a beautiful view of the Rocky Mountains in the heart of the Cherry Creek/Glendale neighborhood close to many trendy restaurants and bars.

An Insider's view of Travelers Haven

How would you describe the company’s work-life balance?

"My work-life balance is the ability to be passionate about both work and life away from work. My purest source of passion is derived from providing for and spending time with my daughter. I am fortunate to love my work, be part of a company that values family, and find joy working with my colleagues."

Dan

VP of Strategic Relations

What projects are you most excited about?

“We’re encouraged to take on as much ownership and responsibility as we can handle, so we’re able to continuously improve and acquire new skills,” she said. “I’m currently working on a project to automate some manual processes, which should make some of my coworkers’ jobs a lot easier, and that’s the most rewarding thing to me.”

Kirstie

Software Engineer

What are some things you learned at the company?

The most impactful lesson has been time management. Sales can be overwhelming at times, so having a good system and structured schedule has proved to be extremely beneficial. Travelers Haven also allows their employees to work together to volunteer and contribute to those in need on a larger scale.

Rick

Sales Associate

How do you empower your team to be more creative?

As a leader, I want to always provide my team with clear direction but I never want to stifle creativity. So while I may tell them what I need done, I will never tell them how to do it because everyone operates differently and those different methods is what set us apart from other companies.

Arielle

Director of Operations

How do you collaborate with other teams in the company?

I could never be as efficient and effective without our team- through delegation and communication we make sure every facet of the client’s stay is as seamless as possible. Whether it’s coordinating deadlines or brainstorming on issue prevention, we’re always in constant communication.

Lana

Senior Client Account Manager

What are Travelers Haven Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Deeply discounted hotel rates. Some of the best parties you've ever been to. Regular team building events and outings. Craft brews and ciders on tap. Ping pong, arcade games, shuffle board and more. Collaborative workspaces with views of the Rockies. Free monthly massages. Paid gym membership. Employer subsidized phone plans.

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